Cancelled accounts NOT removed from Server

[knipper]

Hi All,

 

Today I cancelled several accounts for a client who allowed domains to expire as he no longer wanted them, and submited cancellation requests.

 

When I was on my server a short time later I noticed the cancelled domains were still on the server. I went back and checked WHMCS, and had indeed set the accounts to cancelled.

 

Typically, this removes them from the server. Has something changed? Will I now have to manually remove them from the server?

 

Thanks!

[m8internet]

Cancelled means a note only

The data remains in case the customer changes their mind, then you simply swap back to Active

 

If you want to remove the data and Domain Names, then use the Terminate command (drop down menu option)

[knipper]

Thanks for the reply... but that is NOT how the system has worked in the past I don't believe. When an account was cancelled it was removed from the server at the time the cancellation was completed in WHMCS.

 

The only time I use terminate is when a client didn't pay, which also removed the account from the server.

 

The cancelled service (ie a hosting account) stays under the customers account highlighted red... so as you mentioned could be reactivated. However, when turned back active the account is re-created on the server... the customer would have to start the domain from scratch.

 

Maybe I am incorrect.... but I don't remember to manually remove an account from the server.

 

Cancelled means a note only

The data remains in case the customer changes their mind, then you simply swap back to Active

 

If you want to remove the data and Domain Names, then use the Terminate command (drop down menu option)

[bear]

A cancellation request and simply changing the dropdown to canceled are not the same. Which was it you'd done?

 

If you want to cancel an account in WHMCS and terminate it on the server, there is a "terminate account" checkbox at the bottom of the page when viewing the hosting account in WHMCS. If you fill that out, it opens a cancellation request, as if the client had done so.

Using the dropdown that has active, canceled and so on just sets it to canceled so it won't invoice.

[knipper]

Well That's why I am confused here. In the past I received a cancellation request from the client... I would change the dropdown to cancelled and save the screen.

 

I THOUGHT - at that time WHMCS ran the module command to remove the account from the server. As mentioned before I don't remember to having manually remove the accounts from the server via WHM. I have never used terminate, except a couple years ago when I was testing WHMCS

 

Can others verify you need to use terminate to have WHMCS remove the account from the server?

 

Thanks again!

 

A cancellation request and simply changing the dropdown to canceled are not the same. Which was it you'd done?

 

If you want to cancel an account in WHMCS and terminate it on the server, there is a "terminate account" checkbox at the bottom of the page when viewing the hosting account in WHMCS. If you fill that out, it opens a cancellation request, as if the client had done so.

Using the dropdown that has active, canceled and so on just sets it to canceled so it won't invoice.

[bear]

So how did you get that cancellation request from the client? If it was submitted using the cancellation link from their client area, that would explain it. You marked it canceled manually, and the cron finished the job later.

If they just emailed you outside of WHMCS or called, and so on...that should not automatically terminate when changing the dropdown. In fact, I just tested, and it did nothing to the server account when I used the dropdown to cancel, then save.

[knipper]

Hey Bear...

 

I think that's it. I just finally had a chance to read the knowledge base as well... I think it was probably removed via cron. I'm gonna let it ride overnight, and see if they get deleted. Yes, it was sent via the cancellation link, and I manually set it to cancelled.

 

I'll see what happens overnight, and let you know. If they don't get deleted when the cron runs, I'll set to terminate. But I think it will work, which is why I never used terminate previously.

 

Thanks for the responses!

 

 

So how did you get that cancellation request from the client? If it was submitted using the cancellation link from their client area, that would explain it. You marked it canceled manually, and the cron finished the job later.

If they just emailed you outside of WHMCS or called, and so on...that should not automatically terminate when changing the dropdown. In fact, I just tested, and it did nothing to the server account when I used the dropdown to cancel, then save.

[easyhosting]

Hey Bear...

 

I think that's it. I just finally had a chance to read the knowledge base as well... I think it was probably removed via cron. I'm gonna let it ride overnight, and see if they get deleted. Yes, it was sent via the cancellation link, and I manually set it to cancelled.

 

I'll see what happens overnight, and let you know. If they don't get deleted when the cron runs, I'll set to terminate. But I think it will work, which is why I never used terminate previously.

 

Thanks for the responses!

 

If a client sends a cancellataion request then i do not set anything manually to cancelled. I just let the system and cron take charge of the cancellation request.

The only thing i do is take note of the cancellation reason and will personally contact the client to see if their is a way of keeping them. sometimes its just a matter to drop a couple of pounds off their monthly fee or offer to upgrade their plan as they had no idea they could upgrade a plan.

[knipper]

Now I'm totally confused! My cron ran over night, but yet the accounts were not removed from the server.

 

Over the next few days I'm going to test some more to see what happens. I'll need to upgrade WHMCS as well, as I am a couple updates behind as well.

 

I'm just confused as I KNOW I never manually had to run the terminate command or remove accounts via WHM.

 

I had always used the Cancelled flag, as that is how I tracked how a customer left my services. Cancelled meant they left on their own. (By requesting a cancellation) and Terminated was I shut their account down for non-payment, or they just disappeared.

 

Or maybe I'm just losing my mind!

[m8internet]

I have received both types of cancellation requests for customers, but as yet none in v5

I have checked all the previous ones and they are simply notes, which then have to be processed manually

 

Even the "immediate cancellation" just sits in the cancellation requests linked page

These are the easiest to process, as either the link from the admin email or within WHMCS simply process the Terminate command as soon as they are used

 

The "Terminate at end of billing" then runs the Terminate command the day after the service expires; no further action is required

However, the link within the email or process within WHMCS still has to be followed, to approve the process (even though it may be several months away)

[WHMCS John]

Hi,

Please review the relevant documentation at http://docs.whmcs.com/Products_Management#Cancelling_a_Product.2FService

 

The documentation should answer all the questions raised here, but for the sake of clarity I'll summarise:

 

• In order for cancellation requests to be processed automatically by the cron the Setup > Automation Settings > Cancellation Requests option should be ticked.
  
• If not you can manually process the request by clicking the "Terminate" Module Command button on the client's Products/Services tab - this is how you would handle a client sending a ticket instead of making an immediate cancellation request.
  
• If the client sends a ticket requesting cancellation at the end of term you could tick the "Auto-Terminate End of Cycle" checkbox on the client's Products/Services tab.
  

As you can see having the client make a cancellation request means the entire process can be completely automated so would usually be preferable.

[knipper]

Thanks for the summary John.

 

Hi,

Please review the relevant documentation at http://docs.whmcs.com/Products_Management#Cancelling_a_Product.2FService

 

The documentation should answer all the questions raised here, but for the sake of clarity I'll summarise:

 

• In order for cancellation requests to be processed automatically by the cron the Setup > Automation Settings > Cancellation Requests option should be ticked.
  
• If not you can manually process the request by clicking the "Terminate" Module Command button on the client's Products/Services tab - this is how you would handle a client sending a ticket instead of making an immediate cancellation request.
  
• If the client sends a ticket requesting cancellation at the end of term you could tick the "Auto-Terminate End of Cycle" checkbox on the client's Products/Services tab.
  

As you can see having the client make a cancellation request means the entire process can be completely automated so would usually be preferable.