Revision as of 16:32, 28 August 2012

This page contains the answers to general frequently asked questions.

Reset Administrator Password

Should you forget the administrator password for WHMCS a reset option is available from the login page. However if this option is disabled or the email is not received the password can be changed directly in the database by following these instructions:

1. Login to your database administration interface (usually PHPMyAdmin via your server control panel)
2. Select the WHMCS database in the left-hand menu
3. Browse to the tbladmins table
4. Click Edit next to the administrator account you wish to reset
5. Enter the new password in the Password field
6. From the Functions dropdown select the MD5 option
7. Finally click Go to apply the changes

You will now be able to login using the new password specified in step 5.

Lift IP Address Ban

If three consecutive failed administrator login attempts are made that IP address will be blocked for the amount of time specified in your security settings to prevent against dictionary password attacks. You can wait for the ban to expire at the time displayed on in the error message, login from a different IP address, or follow these instructions to lift the ban immediately:

1. Login to your database administration interface (usually PHPMyAdmin via your server control panel)
2. Select the WHMCS database in the left-hand menu
3. Browse to the tblbannedips table
4. Finally locate the row containing your IP address and click the corresponding red "X" icon.

The ban will now be lifted and access to your WHMCS installation restored.

No Connection Error

A No Connection error on the admin login page suggests there is a problem preventing your server from communicating with the WHMCS licensing server. For more information refer to Licensing - No Connection Error.

License Invalid

A Licence Invalid error on the admin login page suggests an invalid licence key has been entered or the WHMCS installation has been moved without updating the licence. For more information refer to Licensing - License Invalid.

Auto-Setup Provisioning Problems

WHMCS can automatically provision services, you can specify whether this happens before or after payment, wait until manually approved by a member of staff, or disabled entirely. This is set on a per-product basis, navigate to Setup > Products/Services > Products/Services > Edit > Module Settings tab and the four auto-setup options will be available for you to select.

If the auto-setup is not occurring please begin your troubleshooting by watching the following video tutorial: [[1]] If that doesn't help please review Utilities > Activity Log at the time of ordering for any error messages which should explain what the problem is. An explanation of common error messages can be found at:

Troubleshooting Guide Common Troubleshooting Tips Server Modules

Welcome Email Sending Problems

Problems with the sending of the welcome email are typically related to the above account creation issue as the welcome email is sent when the module create command is completed successfully and automatically (ie. the account is created on the server). The welcome email not being sent suggests a problem with the auto-setup not occurring, so please run through the troubleshooting steps above.

If you aren't using a module (cPanel, Plesk etc) then the welcome email can still be sent automatically by selecting the Autorelease module.

The problem could also be caused by no welcome email being selected under Setup > Products/Services > Products/Services > Edit or a syntax error in the email template - the activity log would reveal any syntax errors.