davet Posted May 28, 2012 Share Posted May 28, 2012 This is not working for us as well, hasn't been for days. If you click the Forget Password link the email never arrives. We've checked our spam filters. We need to open a support ticket in regards to another issue but can't login. Please help! 0 Quote Link to comment Share on other sites More sharing options...
Real Webspace Posted May 28, 2012 Share Posted May 28, 2012 As a big whmcs fan, an also not receiving my password here's what i did (that worked for me): Open a support ticket with pre-sales. They will ask for a number of details, URL of admin along with a username and password. (Perhaps create a temporary admin) Check your spam folder. It could be a result of the recent downtime that the WHMCS.COM URL went down in rating, and is now being blocked by certain email suppliers. Their support staff are all wide awake (now especially). A better suggestion would have been to login and change the password yourself, instead of requesting a password reset. 0 Quote Link to comment Share on other sites More sharing options...
pierre Posted May 28, 2012 Share Posted May 28, 2012 In case it may help others, be aware than for a Gmail or Google Apps address, or if you receive an external email on a Gmail interface, the password reset message was sent to Junk/Spam folder. Spam filtering criteria remain confidential for obvious reasons, and just because you received messages and invoices from WHMCS before does not mean that one message will not be mistaken for spam. Each message receives its own evaluation. So especially on Gmail but also with any provider, I advise anybdy to double-check their Spam folder. 0 Quote Link to comment Share on other sites More sharing options...
davet Posted May 28, 2012 Share Posted May 28, 2012 I was checking the incorrect spam folder. I do see the emails in there but it appears there are problems with the PTR and SPF records associated with WHMCS.COM which seem to be causing the emails to go to everyones spam folder. WHMCS.COM should set their SPF & PTR records correctly so emails are not marked as spam. They should add 50.116.115.104 (static IP of WHMCS.COM) to their SPF record. According to http://www.mxtoolbox.com/SuperTool.aspx?action=spf%3awhmcs.com the static IP of WHMCS.COM is missing from the SPF record. The PTR Record for 50.116.115.104 (static IP of WHMCS.COM) is not pointing to whmcs.com. See http://www.mxtoolbox.com/SuperTool.aspx?action=ptr%3a50.116.115.104 The PTR Record for 50.97.96.24 (where Forget Password Emails are sent from) needs to be set to whmcs.com but is currently set to whmcs.whmcs.com. See http://www.mxtoolbox.com/SuperTool.aspx?action=ptr%3a50.97.96.24 Fixing the above should decrease the chances of emails going to a recipient's spam folder. 0 Quote Link to comment Share on other sites More sharing options...
desynced Posted May 28, 2012 Share Posted May 28, 2012 A better suggestion would have been to login and change the password yourself, instead of requesting a password reset. That's what I'm trying to do. My original password is not working. Thus why I need to do a password reset. 0 Quote Link to comment Share on other sites More sharing options...
pierre Posted May 28, 2012 Share Posted May 28, 2012 Very good point. I forgot to check SPF but this is a major criteria these days. I suspect however that those records not being up-to-date are one of the consequences of the social engineering hack mayhem. Unfortunately nobody but WHMCS can access the DNS records to update those, so in the meantime checking for spam folder contents remains a safe bet. I think I'll notify their support. I was checking the incorrect spam folder. I do see the emails in there but it appears there are problems with the PTR and SPF records associated with WHMCS.COM which seem to be causing the emails to go to everyones spam folder.Fixing the above should decrease the chances of emails going to a recipient's spam folder. 0 Quote Link to comment Share on other sites More sharing options...
davet Posted May 28, 2012 Share Posted May 28, 2012 Unfortunately nobody but WHMCS can access the DNS records to update those, so in the meantime checking for spam folder contents remains a safe bet. I think I'll notify their support. Yes you're correct but Hostgator needs to update the PTR record... at WHMCS's request. WHMCS needs to open a support ticket with HG to get their PTR records corrected. 0 Quote Link to comment Share on other sites More sharing options...
pierre Posted May 28, 2012 Share Posted May 28, 2012 Their main domain seems in fact handled by Enom Domain name: whmcs.com Registrar: ENOM, INC. with I guess Hostgator being a hosting provider only. It seems they created their own (vanity) DNS, so nameservers for the domain are Name Servers: dns1.whmcs.com dns2.whmcs.com which means that SPF in the zones records can probably be edited live at Enom. Adding a txt/spf record takes a few seconds so I suggested to their support dpt they do it to avoid further communication issues during those difficult times. Also a good reminder that having separate providers for such critical issues such as domain name and dedicated servers makes sense. At least if hosting goes very wrong, DNS can be edited to redeploy hosting in a matter of hours to keep a line of communication open. As for further security measures to avoid such nightmares, I've always been a advocate of double-authentication or 2FA, but I guess as professionals WHMCS will be working hard on this in the next few days. Yes you're correct but Hostgator needs to update the PTR record... at WHMCS's request. WHMCS needs to open a support ticket with HG to get their PTR records corrected. 0 Quote Link to comment Share on other sites More sharing options...
davet Posted May 28, 2012 Share Posted May 28, 2012 Their domain is registered at enom but they are not using enom's DNS servers so they would not be able to edit their SPF record there. The nameservers you see WHMCS using are pointing to the DNS service running on the same server WHMCS.COM is running on. If they're still using cPanel they can edit the SPF record from WHM > Edit DNS Zone -OR- within cPanel > Advanced DNS Editor As for the PTR record, I know we can change them by logging into the portal of our dedicated server providers... not sure if HostGator supports that or if Matt needs to open a ticket with them. 0 Quote Link to comment Share on other sites More sharing options...
pierre Posted May 28, 2012 Share Posted May 28, 2012 All very good infos, I forgot to trace and check how the domain worked. With all this they should hopefully be able to improve email communication, which helps in such times... 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted May 29, 2012 Share Posted May 29, 2012 Has anyone been able to reset their password yet? I have done it several times now and haven't been sent anything yet? 0 Quote Link to comment Share on other sites More sharing options...
efisher Posted May 29, 2012 Share Posted May 29, 2012 I don't know why others are having problems, but I can say why I'm having problems. It looks like the email sender envelope has the message coming from whmcscom@whmcs.whmcs.com. The problem is that whmcs.whmcs.com is having problems being resolved. My mail server is reporting that whmcs.whmcs.com doesn't exist and refuses to deliver email. Matt or WHMCS if you see this, please either fix the sender address for your forms or make sure that the name resolves. I did a report on the host name and there is some serious confusion from your servers on whether or not the name should exist as a host or a subdomain and where the subdomain is defined. Bottom line, your domain is broken and we can't receive your email as a result. 0 Quote Link to comment Share on other sites More sharing options...
DomiWeb.Net Posted May 29, 2012 Share Posted May 29, 2012 (edited) Dear, Please help, I can not access my account!! I give it to remember password and I do not get the message! https://www.whmcs.com/members/pwreset.php NOT WORK!!!!! I await your response. Edited May 29, 2012 by DomiWeb.Net 0 Quote Link to comment Share on other sites More sharing options...
mylove4life Posted May 29, 2012 Share Posted May 29, 2012 what dont work about it? 0 Quote Link to comment Share on other sites More sharing options...
DomiWeb.Net Posted May 29, 2012 Share Posted May 29, 2012 I can not access my account I can not change my password I can not do anything, please help! 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted May 29, 2012 Share Posted May 29, 2012 I hope this is resolved soon, we have invoices that need to be paid. Can't afford having our licenses suspended. Haven't been able to access our account for over a week now. 0 Quote Link to comment Share on other sites More sharing options...
Speedy059 Posted May 29, 2012 Share Posted May 29, 2012 I hope this gets resolved soon, can't access our account either. Can't reset the PW either. 0 Quote Link to comment Share on other sites More sharing options...
1nsane Posted May 29, 2012 Share Posted May 29, 2012 Im having the same issue. tried there ticket system and even sent an email to support@whmcs.com until now no feedback from whmcs. 0 Quote Link to comment Share on other sites More sharing options...
Rickey Posted May 29, 2012 Share Posted May 29, 2012 But their is another problem I ma facing that is I forgot the password and also the recovery e mail address of my G mail account, how can I get my password back or open the mail? 0 Quote Link to comment Share on other sites More sharing options...
DomiWeb.Net Posted May 29, 2012 Share Posted May 29, 2012 I need help and this is resolved quickly. I will buy another license of WHMCS But I want to get my account! I can not access in any way ... I hope the administration will bring attention to this. Greetings. 0 Quote Link to comment Share on other sites More sharing options...
MH-Stefan Posted May 29, 2012 Share Posted May 29, 2012 5 days already and the password reset still doesn't work... Hopefully someone from WHMCS will see this thread soon. 0 Quote Link to comment Share on other sites More sharing options...
desynced Posted May 29, 2012 Share Posted May 29, 2012 Uhh yeah, there's already a thread on this. http://forum.whmcs.com/showthread.php?47668-Password-reset-link-not-working 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted May 29, 2012 WHMCS CEO Share Posted May 29, 2012 As for the PTR record, I know we can change them by logging into the portal of our dedicated server providers... not sure if HostGator supports that or if Matt needs to open a ticket with them. We did this days ago and they assured us it was done. We'll get right on it though and get them to check again. 0 Quote Link to comment Share on other sites More sharing options...
PDS Posted May 29, 2012 Share Posted May 29, 2012 Same here today. I received the "To reset your password, please visit the url below:" I'm still waiting for the new password 0 Quote Link to comment Share on other sites More sharing options...
DomiWeb.Net Posted May 29, 2012 Share Posted May 29, 2012 Not work!!!!!!!!!!!!!!! 0 Quote Link to comment Share on other sites More sharing options...
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