We provide support only for wordpress.COM hosted sites. Our support docs do not apply to
(1) local installs of wordpress.ORG software on your own server or
(2) wordpress.ORG software installs on paid hosting, and we do not provide support for them at wordpress.COM.
Also, note that we do not provide Jetpack support https://jetpack.me/support/ for sites linked to wordpress.COM accounts with the Jetpack plugin.
What is the exact URL starting with http:// of the site you refer to please?
And, exactly which username account registered that site?
I’m asking because we cannot accurately answer questions posted here until we have confirmed the URL referred to and verified the hosting. And, that is why we are all prompted to provide the relevant URL when we create a new thread.