Unable to connect SiteKit on WordPress.com

Hi @andychin,

Thanks for reaching out, and sharing a screenshot of the error you’re encountering. Based on the error reported it sounds like there may be a misconfigured redirection issue during setup, with Site Kit registering both your site URL and your wp-admin path on the Site Kit service during setup.

So we can determine more and ensure you’re able to get setup please share the following:

1. Did you have Site Kit setup on your site previously, when using a self hosted setup? If so was this using the same domain name/URL?
2. Have you attempted setup from a Chrome browser incognito window? If so please do so and check for the same error. This can rule out cookies, browser caching or other browser features impacting setup.

I’ve also checked your Site Health information, which you kindly provided. From doing so I don’t see anything obvious which could be causing this. We can perform some additional checks with the Health Check & Troubleshooting plugin which it looks like you have active based on the answers to the questions above.

Let me know if you have any questions.

1. Yes, it was set up in the previous self-hosted site. But is the same domain/URL.
2. Yes, tried incognito mode on different machines, different network environment too. Doesn’t really help, it return same result.

Site Health shows big green GOOD ??

Many thanks for the update. What we can try next is to use the Health Check & Troubleshooting plugin to try and rule our third party plugins impacting your setup. In order to do so please follow the steps below:

1. Login to your site from a Chrome browser incognito window
2. Install and activate the Health Check & Troubleshooting plugin.
3. Navigate to “Plugins > Health Check & Troubleshooting > Troubleshoot”.
4. From the same screen click on the “Available Plugins” tab at the top right and then click on the “Enable” option next to “Site Kit by Google”
5. Attempt to setup Site Kit once more

Let me know how you get on with the above, whether you are able to complete setup or do you encounter the same error. We also have more details instructions of the above, added to the plugin website.

I have tried that.
After sign in Google, WP Dashboard prompt to login but it keeps returning to login page after enter password and Enter.
Screen recording https://imgur.com/hCq5ecX reference.

Hi @andychin,

Many thanks for the update, and in particular the video. Very useful to see what’s occurring. As you’re being redirected and as it states another user has already set up the plugin can you try a site reset, which can help reset any old site URLs or records on the Site Kit service (Tools > Available Tools > Reset Site Kit)?

After doing so please attempt Site Kit set up once more. Note that by resetting any other previously connected users will have to set up the plugin once more, and all previously connected users will need to re-do the plugin setup.

I noticed also that there is a Site Health information report filled in for your website. If a site reset doesn’t work can you confirm whether it was you who filled out this form? I ask as the domain in the form (************aia.com) differs from the domain in your video. It’s not unusual for other users to complete the form referencing other support topic URLs.

If a site reset doesn’t allow you to proceed please do submit your own report. We can then propose some checks to perform to try and determine the cause.

@andychin Just following up with you to check whether you’ve since been able to connect Site Kit successfully, after applying a reset as suggested above?

OK I don’t Reset Site Kit option anywhere, so there is no ways for me to do a reset.

And I confirm that the Site Health Info report is submitted by me. Anyway, I have submitted another one fyp.

Many thanks for sharing your Site Health information. If you’re a WordPress.com user you may need to open your full wp-admin link as per this video, in order to view the option to reset Site Kit. The “Tools” tab under your WordPress.com dashboard won’t have the reset Site Kit option.

Let me know how you get on with this reset, or whether any problems remain trying to access this link. You may wish to show a screen recording of your experience should issues remain, using a service such as Loom or RecordIt. To share privately you can us the same form previously used,

I don’t see the WP-admin at all.

View post on imgur.com

Thanks for the update. Interesting that you can’t access wp-admin. Can you use the WordPress.com guide below and inform me if you can access wp-admin from there?
https://wordpress.com/support/dashboard/

If you are able to please go ahead and look for the “Tools > Available Tools > Reset Site Kit” option.

I have just tried to switch to Classic View. Nope, the Wp-Admin tab doesn’t appear. ??

Thanks for checking. That sounds unusual. If you’re unable to access your classic wp-admin menu using this link, or you don’t see a link to the wp-admin menu as per this video then I can’t be sure what’s the cause. Have you tried to temporarily deactivate JetPack in order to access your wp-admin link? I ask as JetPack does have a single sign on integration.

I am also not able to disable JJetpack because Deactivate option is simply not available, as shown in this screenshot.

Thanks for checking. As I can’t be sure what’s happening in your case you may wish to reach out to WordPress.com support, and enquiry about the classic wp-admin link availability. If they are able to assist and direct you to your wp-admin link you’ll be able to reset Site Kit from the “Tools > Available Tools > Reset Site Kit” Kit link.

Note also that from reviewing your screen recording it looks like you were at the classic wp-admin dashboard and not the WordPress.com dashboard before sharing.

Alternatively if you’re happy for me to request a remote site reset I can do so for you if you wish. Note that this will take some time as it’s not something I can do myself, I need to send over a request.

Let me know anyway if you do manage to access your wp-admin link with the help of the WordPress.com support, or whether you’d like me to request a remote Site Kit reset.

@andychin Just to keep you updated on this it may not be possible for us to perform a remote reset at present. But do keep me updated once you’ve had an opportunity to speak with the WordPress.com support team in relation to access to the classic wp-admin dashboard.