Client website unavailable after renewing domain and products

[Ian Barton]

Hi All,

I've inherited the running of a hosting company that uses WHMCS and as such should be treated as a complete newbie on the workings of WHMCS. I'm having a problem with a domain that has been renewed, but the actual website is still offline (I'm assuming that WHMCS has suspended the website because the invoice was unpaid).

 

Originally, the client tried to pay but we were having problems with our payment page (which is now sorted out), but in an effort to get the client back up and running, I marked the outstanding invoice as paid in the hope that that would bring the website back up again...it hasn't.

 

Any help with sorting this out would be greatly appreciated.

[mojowill]

goto Products and services for the suspended hosting account and click on the activate button or manually re-activate in cpanel/whm/plesk

[Ian Barton]

Thanks for the reply mojowill.

 

I've been into Products & Services...there's no Activate button, but there is an Unsuspend..I've clicked that and it says 'Service Unsuspended Successfully', but the website is still going to a holding page wanting renewal of the domain name. The domains have been renewed (through WHMCS) and a whois shows the correct expiry date.

 

How do I manually re-activate in cpanel/whm/plesk?

[WHMCS John]

You want the "unsuspend" module command button.

 

When paying an invoice manually, be sure to follow the documented procedure, otherwise it won't be unsuspended: http://wiki.whmcs.com/Transactions#Applying_Payment_to_an_Invoice

[GORF]

...but the website is still going to a holding page wanting renewal of the domain name. The domains have been renewed (through WHMCS) and a whois shows the correct expiry date.[/quote

 

Un-suspending the hosting is one thing. Renewing the domain name is different.

 

If the invoice is for hosting + domain renewal and is paid on time, both will renew OK.

 

If the domain name was already expired when the invoice was paid, there is a chance it did NOT renew at the registrar. It may look renewed in WHMCS. You need to log in to the registrar's site and check the name.

 

DO NOT believe the whois date in this case. I see this all the time. The actual expiration date is (say) yesterday, but the whois shows yesterday+1 year. MANUALLY verify the expiration date at the registrar.

Edited March 15, 2010 by TonsOfStores

[msmom]

It sounds like you may need to go to the registrar and make sure it's okay on that end, including the name servers. Sometimes when they expire, the name servers revert to the registrar.

 

Of course, make sure you're not seeing a cached version of their site, too

[Ian Barton]

Thanks for the help...its back up and OK now. I'm wondering if it just took a little while to filter through once the invoice was marked as paid.