What is the address of the site you are referring to?
Please note that these forums are for WordPress.com hosted sites only. If your site is using the open-source WordPress.org software, we won’t be able to help you out and you’ll want to seek help at these forums:
That’s correct. Your site does not use our managed hosting environment from WordPress.com. Instead, it’s set up on the open source WordPress.org software – that’s an entirely different version of WordPress. Help with that comes from https://wordpress.org/support/forums/
You will need to create an account on WordPress.org if you do not have one already in order to post in those forums.