Marijke Jordens

Hello Hungpham,
thank you very much for your message!

It is not with both domains, there is a file for the old domain but there is no such thing for the new primary one, which was indeed an add-on. Therefore when they asked me to move the files I looked into the file manager and hadn’t a clue what to do. At Bluehost the technician on the chat did not want to go into it and explain me a little what type of files I had to move so I didn’t know I missed a folder(I made everything with wordpress and plugins so I was not aware I was looking for a folder with the name of the domain name). After a couple of days of research now I know there is a folder missing but how to make them understand they made a mistake, which I am afraid, is what happened. Frustrating.

Also first they renamed it to the wrong domain name, an old one which I no longer own but which is still parked on my account… Maybe that is where it went wrong? When I look into my mail files: for the new primary (old addon) all the files are empty. It is the only mail service I have ever used and set up on that account. Still the other domain name and the parked one have files inside their mail file…

Strange thing is that I cannot access my site via wordpress anymore either. Or that my mail doesn’t work. Or that the restore from before the rename is the wrong content. Or that my backup is the same wrong content. Seriously

I am also writing this in detail so other people can see that this happened to me and that it is not so straightforward as they make it sound: Move your files. There is a reason why they say ‘that is your responsibility’. They are washing their hands.

Hello MacManX,
Thank you for your reply!
No, things are not in the right place at all and it is exactly because Bluehost has changed a(I suppose the wrong) thing.

My files are gone, when I want to open the database as your link says, there is a “No database defined” message. I need to make a database, bit late for that now.

Also, not only does my domainname point to the wrong content, also my email address doesn’t work anymore.
Could they have made a mistake in the rename process and lost my files?