License renewal issue

rootZA

• March 04, 2020 07:32

How do I go about renewing my licence? We were waiting on our new card details, and now I am getting an error with trying to renew "This IP had a store monthly license that was cancelled and cannot receive a prorated price until April 04, 2020." How do I go about re registering my licence. I cant wait until the 4th April" IS there anything you can do to help with the registration please? Regards Ettienne

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  cPanelLauren

  • March 04, 2020 18:52

  Hello, I'd suggest contacting our customer service team for further assistance with Licensing at cs@cpanel.net

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  jndawson

  • March 05, 2020 10:33

  This happening to us, too. And we're getting invalid licenses on actually registerd and paid for licenses.

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  nixuser

  • March 05, 2020 14:09

  Your best bet is to contact the support team.

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  cPanelLauren

  • March 05, 2020 14:39

  This happening to us, too. And we're getting invalid licenses on actually registerd and paid for licenses.

  
  I wish there was something I could do to help you here but I can't, you've got to contact Customer Service to get assistance with licensing and billing, they should be able to get you sorted in no time.

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  jndawson

  • March 05, 2020 17:00

  Update - We contacted CS and they were sort of helpful. The common thread I'm seeing in these issues is an expired CC on file. In our case, the CC expired just days before our affected licenses expired. Once updated, the payments should go through and the licenses should be renewed. That didn't happen to us. We had to log in the cpanel store and manually repurchase licenses. And then, once the licenses were active, we discovered that our existing license had changed, and we didn't cover the number of accounts one of the affected servers, so ALL 145 OF THE ACCOUNTS WERE SHUTDOWN. License User Limit Exceeded 145 users exist on this server, but the current license allows only 30 users. Because of this excess, this server has locked all cPanel users out of their accounts. To resolve this issue, perform one of the following: Upgrade the server"s license and login again. Terminate the additional 115 accounts. That happened even though all of the verbiage we found indicated that we would be charged for any accounts over the 30-account limit. That clearly is not the case.

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  cPanelLauren

  • March 05, 2020 19:31

  Hi @jndawson Did you express this concern in the ticket you opened with CS? Do you happen to have the ticket ID? I'd like to ensure that they understand the difficulty you experienced with this so it can be resolved.

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  jndawson

  • March 05, 2020 20:04

  Hi @jndawson Did you express this concern in the ticket you opened with CS? Do you happen to have the ticket ID? I'd like to ensure that they understand the difficulty you experienced with this so it can be resolved.

  
  #93458301 Yes, we clearly articulated our dissatisfaction. The final response was essentially the whole system broke because the CC expired. I'd suggest going back to the old system where when your CC expires, the system doesn't break, and you can renew your licenses.

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  cPanelLauren

  • March 06, 2020 00:22

  I'd suggest going back to the old system where when your CC expires, the system doesn't break, and you can renew your licenses.

  
  Thanks for providing the ticket ID, I just read through the whole ticket, I agree with you, the experience doesn't sound very user-friendly at all. I'll see what information I can find out as far as plans for this or improvements that are underway to make this easier.

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  jcbfergie

  • April 01, 2020 23:16

  Why is CP being shitty when it's clearly a problem on their end? I've renewed my license, it was changed - without my knowledge or permission - to monthly instead of yearly, but we paid it anyway. Now we are getting an email that says our license has expired when it HAS NOT! Why do I have to PAY CP to ask them them to get their act together?

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  cPanelLauren

  • April 02, 2020 22:49

  Why is CP being shitty when it's clearly a problem on their end? I've renewed my license, it was changed - without my knowledge or permission - to monthly instead of yearly, but we paid it anyway. Now we are getting an email that says our license has expired when it HAS NOT! Why do I have to PAY CP to ask them them to get their act together?

  
  Concerns about licensing need to be addressed with Customer Service/Billing. We implemented the licensing changes a while ago and announced them almost a year ago now. If you didn't receive any of the communication on this, I'd advise ensuring your contact information within the customer portal is up to date as well.

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