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All licenses suspended due "Unpaid" addons that where paid

Jacob Bowen

All my licenses where just supended for "Unpaid" addons, even though in my PAID invoice everything is listed and fully paid. Billing system is broken and its stopped my services for clients from working.

Comments

38 comments

Date Votes
  • Bashed

    Same here, paid in full. Just started today. Unacceptable.

    2
  • Bashed

    I cannot even open a support ticket,locked out of WHM and portal here says

    Invalid or Unlicensed IP Address
    Invalid Support Access ID
     
    Email down, all clients down. Unreal. 
    1
  • Unnamed User

    Same problem here.

    Time to leave cPanel I think. A expired license shouldn't take out email, or at least should have a grace period before it does.

    Currently clients cant access their services INCLUDING EMAIL. Even better it tells them we have stuffed up our license when it is nothing to do with us.

    Cant access cpanel support either. How was this not changed after the last licensing issue? This is it for us, we'll be moving to another control panel.

    3
  • KevAtkinson

    Same again, despite being assured it would never happen again after April. Disgusting.

    2
  • Clay Berndt

    Same here.

    1
  • KevAtkinson

    I’ve had a reply advising they have only one member of staff in the office today and are frantically sorting through the issue. Absolutely disgusting considering how much money will be spent annually with this company.

    2
  • Unnamed User
    • Edited

    FYI we managed to get operational again by paying for the addon licenses again. Obviously we'll be wanting a refund from cPanel for this as we've now paid twice.

    There seems to be some bugs with their billing system.

    Regardless of this we'll be moving. There is no excuse for not having a grace period after the license has expired so a issue can be resolved if there is one, taking everything down without any warning makes cPanel a non starter for us.

    0
  • Jacob Bowen

    Their support apparently has a single person in office today per their response to my ticket but got me an emergency license while they sort out their issue that caused suspension of august paid licenses.

    2
  • mohammad hussein

    we are facing the same issue , our invoice is paid but the license has expired !!!

    0
  • Marco Angly

    I have the same issue. My server is also not working due to an allegedly expired license. I had to reorder the license to fix the problem.

    0
  • Henrik Andreassen
    • Edited

    No unpaid invoices in our account. Still all our cPanel servers are affected by this error message that is actually displayed to the end-users when they try to access the cPanel:

    Cannot Read License File
    To access the interface, you must install the license and ensure that the license is active.
    You can purchase or lease a license directly from cpanel, or from one of our Partners.
    If you do not currently own a license, register at the cPanel Store and request a trial licence.

    The cPanel license server said that a license could not be issued for your server (66). For more information visit: https://www.cpanel.net/lic/ The exact message was: The license is expired. (xxx.xxx.xxx.xxx)

    This occured today. WHM is also unavailable for admins. Great.

    1
  • Davide Boccone
    • Edited

    Same here.....

    Am I misremembering or did the exact same thing happen in April and they promised it would never happen again?
    I think at this point it is really time to change the control panel, now over the years cPanel is becoming a disgrace. 
    They increase license prices disproportionately and then have poor service.
    When you stretch the rope too far then at some point it breaks, by now there are other state-of-the-art competitor panels at significantly lower costs.

    0
  • Robert Paul

    just had this happen to 4 servers .question: did any of you guys have JetBackup add-on? I had JetBackup add-on on only these 4 servers, the rest of my lics are fine :(

    0
  • bayden10
    • Edited

    Yup same here, JetBackup5 ran at usual time for 12hr backups and failed with account unknown account today. Tried the usual

     

    /bin/systemctl restart jetbackup5d.service 
    License is set to IP based.
    Failed fetching license. Error: Failed validating license.  The error returned from our licensing server: "This license has been set to Cancelled since 24 August 2024" Please contact your JetApps license provider if you need to reissue your license. In order to fetch new license, Please run the following command from the server cli: /usr/bin/jetbackup5 --license
    License is still Active

    Then tried to refresh the lic..

    mv -v /var/cpanel/caches/store_licenses.json.cache{,.bak}

    Same issue..

    JetBackup Addon does not even show up anymore with my account on the hosts..hmmm

    Opened a ticket but can only get support via Customer Service :(
    Hope someone from cPanel see this soon, no backups and no access to WHM..

    Also been trying this:

    /usr/local/cpanel/cpkeyclt
    Updating cPanel license...Done. Update Failed!
    Error message:
    The cPanel license server said that a license could not be issued for your server (66).
    For more information visit: https://www.cpanel.net/lic/

    The exact message was: The license is expired. (x.x.x.x)
    0
  • Robert Paul

    all my down servers just started working again, no reply to ticket yet

    0
  • Mauricio Florez

    Same issue, the Addons licenses are paid but access is blocked due to expired licenses, even though they are up-to-date and fully paid.

    0
  • Eka Saprihadi

    Same Here

    It affects to my business

    I already send ticket but no respond 

    0
  • bayden10

    This has now been resolved..

     /usr/local/cpanel/cpkeyclt
    Updating cPanel license...Done. Update succeeded.

    From cPanel Support

    -------------------------------------------------------------

    Hello,

    Thank you for contacting cPanel!

    We apologize for the suspension of your license(s), there was a batch of suspensions ran today that had an unexpected defect, resulting in licenses being suspended incorrectly. We have now unsuspended your affected licenses to restore your operations while we continue to investigate the issue.

     

     

    0
  • Mathew Taylor
    • Edited

    Well this is exciting. Hopefully someone has pressed the "page the team after hours we have a major issue" button. 

    What's really amazing is that I can't even log a support ticket due to this error. How do we get it fixed?

    0
  • Unnamed User

    I emailed cPanel directly.  They unsuspended the license(s) and replied within 10 minutes.

    0
  • tirliton

    This is the second time in 6 months that this problem occurred. Can anyone recommend a reliable competitor panel at a lower cost?

    1
  • Davide Boccone

    They responded to my ticket saying that they had desuspended the license, and from the customer area it is true the problem is that the cpanel server says it is still suspended, I even tried to do a refresh from console of the license.

    0
  • Davide Boccone

    They unsuspend our license after a second direct email.

    0
  • Brad Lilly

    It's almost too much like Crowdstrike. I wasted 2hrs this morning and couldn't even raise a ticket. We place absolute faith in these businesses and their quality control is rubbish and causes things like this on a Sunday.

    1
  • Unnamed User

    Several hours after our cPanel license got suspended (then fixed after a request via email), the LiteSpeed license was suspended - taking down all our clients' websites.  We switched back to Apache to get them back up.  Waiting for a response from cPanel again. Arrr.

    1
  • Robert Paul

    guys all mine came back yesterday after a few hours. HOWEVER running csf/lfd blocked all those legit email users for failed logins. You might want to flush yesterday's /etc/csf/csf.deny list and restart csf .. clients will think their sites are still down while they are simply blocked from the server's firewall.

    1
  • Joacim Winberg
    • Edited

    This is terrible. Second time now. I would expect them to learn from their first mistake. Not happy.

    EDIT: got some general mail about entering the serial key which they have not provided. Am I going to have to wait for tomorrow for them to reissue the license? This is ridiculous!!!

    1
  • Unnamed User

    I tried requesting a trial Litespeed license through WHM, and while the registration process appeared to work (never having used a trial license on this server), there were various errors that prevented it from working.

    In any case, I purchased a new license directly through Litespeed (Enterprise Unlimited, normally $46/mo) for just over $10 since it's pro-rated.  Swapped out the license and got it working again. 

    Hopefully cPanel can get the licensing issue fixed before the end of the month so I don't have to renew a duplicate license.  Maybe Litespeed will be kind enough to refund the license cost since it's a duplicate key, but I'm not getting my hopes up.

    0
  • Mathew Taylor

    Raising a customer service got it sorted, but now my cpanel is refusing to server web sites, so I guess I'll be raising another ticket. 

    0
  • Tony

    Same here on at least 3 servers, no jetbackup here thou. No response yet and ordering new litespeed license not working (orders coming through but no serial in mail and no trace in the control panel of the orders). Imunify 360 licenses also missing from cpanel control panel.

    They should have grace period of 30 days.
    This should not happen to system critical features at all with this pricing.
    Their licensing page and order system should really be re-done, slow as hell as well.

    I've tested numerous other systems but none of them can handle protection like imunify360, if you've been there you know. Would gladly switch to something else but not sure what to go.

    0

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