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Overview

This document explains how to authenticate your server for technical support. You must authenticate your server to allow cPanel Technical Analysts secure access.

 

Important:

You must open a support ticket to use the steps provided in this article.

How to authenticate your server


 

Log in to the cPanel Customer Portal.

In your preferred browser, navigate to the cPanel Customer Portal and log in to your account.

 


 

Find your Support request.

To locate your open Support request, perform the following steps:

 

 

 1. Click Show Open/Closed Requests...

 You can locate this link in the Tasks menu, on the cPanel Customer Portal dashboard.

 

 2. In the ID column of the Open Requests table, click the seven-digit number that corresponds to the ticket that you need to update...

A new window will appear.

 

 3. Click Update Server Information...

A new window will appear.

 


 

 

Receive authentication information.

Enter your server information in the appropriate text boxes.

Important:

To provide cPanel Support with an account's non-root login details, enter the account's username and password in the Server Notes text box. Do not provide non-root login details with Support ticket responses.

You will receive a unique public SSH key for each server for which you submit information. You will also receive a list of cPanel Support-sanctioned IP addresses:

These addresses appear on the ticket request confirmation page, and in an email that you receive when you create a Support ticket.

After you enter the information for your server, click Update Servers.

 

 Authentication information for additional servers

You can submit authentication information for multiple servers. You may find this useful if you want to migrate multiple servers to cPanel & WHM, or need support for multiple servers at the same time.

Click the + button to open a new form, then enter the information for each server you want to add.

Important:

For cPanel users and FTP support, enter the access credentials for each account in the Server Notes text box.

Click + to open an additional form.

The Server Notes text box.

 


 

 

How to rename a server tab

To rename a server tab, select the tab that you want to rename. In the Server Name text box, enter the name you want to assign to the server. Click Update Servers to save your changes.

Important:

To rename multiple server tabs, you must update each server tab individually.

 


 

Grant access to cPanel Support in WHM

Use WHM's Grant cPanel Support Access interface to grant cPanel Support access to your server.

 

 

 

Note:

For cPanel & WHM versions 11.44 and earlier, follow the steps below.

 

 

 1. Import the public SSH key...

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For more information, read the Manage root's SSH Keys documentation.


 

 

 

 2. Add the cPanel Support IP addresses to your list of trusted IP addresses (whitelist)...

To add IP addresses to cPHulk's whitelist, perform the following steps:

  1. Enter one or more IP addresses, one per line, in the New Whitelist Records text box.

    Note:

    Enter IP addresses individually (IPv4 or IPv6) or in CIDR format.

  2. Enter any desired comments in the Comment text box. This comment will display for each of the IP addresses that you entered.
  3. Click Add.

Note:

If you use a third-party firewall, such as CSF, add the firewall's IP address to the whitelist.

For more information, read the Whitelist Management section of the WHM cPHulk Brute Force Protection interface.


 

 

 3. Allow cPanel Support IP addresses in Host Access Control...

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Warnings:

  • You must add the cPanel Support IP addresses above any DENY rules in the /etc/hosts.allow file.
  • You must also allow access to the cPanel Support IP addresses, either in the WHM Host Access Control interface, or manually in the /etc/hosts.allow file.

 


 

 

After you perform these actions on your server, cPanel, Inc.'s Technical Analysts can connect to your server. If our Technical Analysts request that you do so, update your ticket to inform them that you authorized your server.

 

Additional documentation