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cPanel Technical Support has been heavily impacted by hurricane Beryl and our ability to respond to tickets has been hindered as a result. We appreciate your understanding and patience as we address these delays.

Why were all my licenses cancled today????

Comments

57 comments

  • Luke Fong

    Thanks mate - appreciate the response.

    2
  • Ruben Roa

    Any news on the solution? I have the same problem

    0
  • cPRex Jurassic Moderator

    Ruben Roa - I've been told most of the account issues are fixed, although some users are still seeing the failed redirect.  That should also be resolved soon.

    0
  • Gleb

    also same problem 

    0
  • Mathieu Fleet

    wtf is going on...

    cPRex

    the worst is that all servers with litespeed have crashed... httpd do not restart if licence is invalid.

    we switched to trials licence from litespeedtech.com itself this is a major outage. you shoud have sent a mass email to your customer as this started 12-24 hours ago and our server went oflline 1 hours ago... 

     

    0
  • Laszlo Szokolovszki

    I have the same problem! Meanwhile, the situation is becoming scandalous over here!!

    0
  • Renan Rafael

    same problem, the situation is insustantable here too. Many clients calling. I didn`t have response of cpanel support team. My license was paid, why expire my license? 

     

    Please reactived my license and after you can fix the store problem. 

    0
  • Jonas Sendrovsk

    I'm still having trouble logging into the website https://store.cpanel.net/ .
    error: ERR_TOO_MANY_REDIRECTS

    We can't see our licenses.

    0
  • Barend du

    We are based in South Africa. Because of time difference we have been down for a whole business day already and "support" is nowhere to be found. Every time I add item to basket it empties itself out when it comes to checkout...  

    2
  • Renan Rafael

    No support, no response, insane license cost and no one simple note on official site to explain this problem! 

    0
  • JIKOmetrix

    If you are having browser issues, try a private window/ incognito or clear cache.

    I was only able to get mine fixed with a call to customer services.

    -1
  • Gleb

    How long this will continue? from night license not fixed, and cpanel is ignoring support tickets.

    0
  • cPRex Jurassic Moderator

    Here's the official reply that our Customer Service team has been sending out:

    Due to an earlier system error your LiteSpeed License may have been affected. We sincerely apologize for any inconvenience that this may have caused you. To resolve this please run the register command to get a new license key.  This can be updated using the following guide:

    How to update the serial number for LiteSpeed after obtaining a new LiteSpeed license

    If you already applied the new license that was issued, or your LiteSpeed is not currently impacted, no action is necessary and we'll expire the unused license in the next 24-48 hours.

    If you continue to experience an issue please let me know.

    So at this point, if that doesn't take care of things, please contact Customer Service at cs@cpanel.net and we'll take a look!

    0
  • Gleb

    This is not only license for light speed (thank you that you let us know about this after 18 hours

    I have issues for Imunify360, Cloudlinux, jetbackup.

    And ticket is opened 12 hours before.

    And because no one respond, purchased direct from light speed. Very interesting who will cover all this expenses?

    #95241160 ticket number

    0
  • Diego Alberto

    More than 24hrs and nothing in the website landing, blog, news.
    Screwing up big time and not even acknowledging it, that's so sketchy...
    Specially for all partners and resellers that need to face our clients, when their perception is that we screw up and didn't paid the license.
    On top of that, the idea that a license suspension (not termination/cancellation) implies that not even the root user can access the server is just repulsive.
    Please focus on the user experience, not only in money, it will destroy whatever reputation is left.

    0
  • Mathieu Fleet

    cPRex 

    Gleb is correct

    Litespeed is cancelled, imunify360  ( no protections on servers ) jetbackup , not licenced.

    24 hours later still not fixed.. 

    Webpros is going to lose hundred of partners with that story im sure of that..

    0
  • Gleb

    I think the biggest problem that Cpanel just ignoring all this situation. And you cannot find no where information about this. And when, and how it will be fixed.

    And doesn't provide instructions what we can do in this situation.

    0
  • Mathieu Fleet

    Hello Everyone

    ok so the issue appear to be only litespeed licence so far per my discussion with support team.

    Log into your dashboard : https://store.cpanel.net/clientarea.php?action=products

    select a CPANEL Product.
    than , top left under overview you can click on Addons and see all of thems. EXCEPT the litespeed licence still not present. 

    they sent me a new licence manually until they resolve this issue. So at least our cloudlinux and imunify360 was not disabled .

    0
  • Gleb

    nothing over there 

     

     

    0
  • Mathieu Fleet

    wow...  im lucky then.

    keep me tune when they fix.

    its ridiculus been unprotected.

    0
  • WorkinOnIt

    I can't login to cPanel website either: 

    "Your connection has expired, you must authenticate once again" 

    Just sends me back in a loop.

    For a hosting software company, this turn of events is extremely worrying.  Seems their system is down/broken and they are having DNS issues too as I keep randomly getting Err too many redirects too

    0
  • Laszlo Szokolovszki

    We can't log in, it's been almost a week now..

    0
  • cPRex Jurassic Moderator

    We did send out the following communication to users Friday afternoon:

    We are reaching out to provide you with an important update regarding an unexpected issue that occurred with our store and licensing system beginning on the morning of Thursday, April 4th. This incident resulted in the unintended suspension of some user licenses, affecting both cPanel licenses and associated add-ons, including LiteSpeed.

    Upon identifying this issue, our team acted promptly to address and resolve the matter. A fix was successfully deployed for the affected cPanel licenses on the afternoon of April 4th. However, we discovered that some licenses, particularly those associated with LiteSpeed, continued to experience disruptions into Friday, April 5th.

    Our development teams have thoroughly investigated this issue and have deployed a comprehensive fix for all suspended licenses. We are also conducting an in-depth evaluation of the root cause of this disruption. Our goal is to implement a solution that will prevent such occurrences from happening in the future.

    We understand the critical importance of uninterrupted service and the trust you place in us to provide reliable, seamless licensing solutions. We deeply regret any inconvenience this may have caused and are committed to ensuring the reliability and performance of our services.

    If you encounter further issues or need assistance, please contact our Customer Service team by submitting a request here. We are here to help and ensure that your services are functioning as expected.

    Thank you for your patience and understanding as we continue to work towards enhancing our systems and services. Your continued trust and support are immensely valued.

    At this point a few users are still experiencing issues with the store redirect, but those should also be resolved soon.

    0
  • Laszlo Szokolovszki

    Please help us to find out what we can do while we wait for the problem to be solved! How we can access our servers and data?!!

    0
  • cPRex Jurassic Moderator

    Laszlo Szokolovszki - if you are still seeing issues at this point, email our Customer Service team at cs@cpanel.net and they'll be able to help.

    0
  • Laszlo Szokolovszki

    We also wrote a letter yesterday to cs@cpanel.net, but since then we have not received any reply or help.

    0
  • cPRex Jurassic Moderator

    Laszlo Szokolovszki - I have an update to share today.  It seems in general, things are working well for most customers, but the store transition resulted in a database issue that is causing lingering issues for a certain subset of clients.  We're working on this now, and I would have expected you to hear from the CS team by this point.

    0

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