cPanel Down?
Got a really weird email today saying I was suspended due to lack of payment.
It's only three days after the card is usually charged.
Same card on file, same one that got successfully charged on the 1st for my Linode VPS.
Went to WHM and sure enough, I'm locked out. Weird, even deadbeat renters (which I'm not) get 30 days.
Didn't want to update the card info so called to see what was going on, and ask why after 16 years of being a faithful customer they broke my server after three days of something that was obviously their problem.
Calls going to VM. WHM not populating due to license termination.
Then email went down. Getting super cranky calls from customers.
Begrudgingly went back into the portal and manually ran the card - same info, no update.
Worked fine, so it obviously wasn't the card. They just forgot to run it, or something.
Reason I'm posting here is that I am very, very frustrated and upset with this company.
Opened a ticket and jokingly asked if they'd been hacked.
Have spent several hours with numerous updates waitinng on a reply - why was I cut off for no reason, why aren't you answering the phones - no response. Calls still going to VM, no update to the ticket.
This is completely unprofessional. Sure, I'm still happy to pay them their monthly insurance fee so I don't have to worry about every little piece of the server, but it works both ways.
Am thinking about dropping them.
Anyone else having trouble?
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Hey there! First of all, I'm sorry about this experience and the impact on your hosting business.
I will say I don't have any other reports of odd licensing behavior tonight, and haven't noticed any issues with the phones or ticketing system. Could you share that ticket number with me here so I can check that?
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I did find ticket 95361052, and I do see the license is active now. You likely just need to run this command on the server to refresh the system:
/usr/local/cpanel/cpkeyclt
Can you try that and see if that gets everything working normally?
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It wasn't that.
The only reason the license became "active" again was because I had to manually log in and re-run payment for the invoice your system didn't properly process on the 1st, as it has done for some time now. Didn't enter a new card, just clicked "Pay" on the info already in your system.
Problems:
- I've been a customer in good standing for 16 years.
- You cut off my access because your system didn't properly process my monthly payment, only three days after due date, without even a courtesy prior head's up email. No notice, just cut off.
- When I called - repeatedly, for some hours - no one answered the phone. While customer email was down.
So far as I can see, this was a total fail on cPanel's part.
Still not happy, and BTW, still no response on the ticket, besides the auto "Here is some info" message that gets sent after opening.
What's going on with you folks?
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The same thing happened to me and there is no way to solve it, the license and the payment method have been deleted and everything.
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Same exact thing happened to us. Also a long time customer of over 14 years, either directly or indirectly. An email came in at 1.41am local time AEST (about 15 hours ago) saying that our license was suspended due to "Overdue on Payment".
After mucking around and checking the status of our card that was stored as the default payment source, we couldn't see any issues. All other regular payments went through.
Problem was fixed after logging into our account and pressing the Pay button manually. Did not update payment details, simply used whatever was already stored there, which indicates some sort of automated process failed.
Meanwhile, we've had to deal with cranky customers because their emails were down for several hours.
I hope you can get to the bottom of this as we don't need the additional stress every month.
The sudden license suspension without prior notice, or reminder, and not giving a chance to rectify seems extremely heavy handed. A simple warning message would have been able to avoid all of this.
Submitted a ticket number 95361351
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It won't even let me pay it manually or anything, they have deleted everything from my account, and I don't know how to solve it, my number ticket 95361110
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OIdev - as you found, the issue was with the automatic payment system. I do see your ticket is in the queue, and our Customer Service team is working through those as quickly as they can.
GrupoSytel - I did see your ticket as well, and I brought that up with the Customer Service team since you mentioned that manual payments are also not working properly.
In general, I can say there is little I can do for licenses problems through the Forums besides letting you guys know there is a larger issue and we are working to resolve it.
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