hi,
Your website is not hosted on WordPress.com.
If you are unsure who your hosting company is, you can check your site at https://www.whoishostingthis.com.
We’re able to help only with websites hosted on WordPress.com.
To clear up any confusion, there are 2 versions of WordPress. WordPress.com is a managed environment different from using the open source WordPress installation. WordPress.com and WordPress.org are two, different entities.
https://en.support.wordpress.com/com-vs-org/
You might check in with your host to see if there’s an error log you could look at for more information. Or, you could look in this forum; perhaps someone there has experienced something similar:
https://wordpress.org/support/
You’ll need a free WordPress.org account to post – if you don’t already have one, you can register here:
https://wordpress.org/support/register.php
Your hosting provider customer support may also be able to help you.
Hope this helps