Page tree
Skip to end of metadata
Go to start of metadata

Overview

If you obtained your cPanel & WHM license directly from cPanel, Inc. and experience an issue with your cPanel & WHM installation, you may need to open a cPanel Support ticket.

Notes:

  • If you obtained your license from one of our Partners, we recommend that you contact them directly for assistance.
  • If you require assistance and own a cPanel license, but have not installed cPanel & WHM on your server, open a ticket with cPanel Customer Service. 

Important:

In cPanel & WHM version 60, we added the ability to open a cPanel support ticket in the WHM's Create Support Ticket interface (Home >> Support >> Create Support Ticket). We encourage you to use this interface to open your support ticket, as it automates most of the ticket creation process.

 


 

Support ticket requirements.

Important:

Before you open a ticket, you must obtain the following information:

  • Your cPanel & WHM server's hostname or IP address.

  • The support access ID from your server. Use one of the following methods to locate your Support access ID:
    • WHM's Support Center interface (Home >> Support >> Support Center).
    • Run the /usr/local/cpanel/cpanel -S command.

  • root user level access to the server.
  • A Manage2, cPanel Store, or cPanel Customer Portal account.

 


 

Open a support ticket.

To open a ticket for cPanel Support, perform the following steps:

  1. Navigate to the tickets.cpanel.net server and log in to the cPanel Customer Portal.

    Note:

    The cPanel Store, cPanel Ticket system, and the Customer Portal use the same login information.

  2. Click Submit a Support Request in the left menu.

You may also log in and submit a ticket through the following interfaces:

  • WHM's Support Center interface (Home >> Support >> Support Center).
  • Manage2's New Priority Support Request interface (Manage2 >> Support >> New Priority Support Request).
  • The cPanel Store's Submit a support request interface (Home >> My Account >> Submit a support request).

 


 

Grant cPanel Support access to your server.

Important:

  • Support ticket submission automatically informs cPanel Support that you permit access to your server. However, you must manually grant access before cPanel Support can process your ticket.
  • If you selected the I DO NOT wish to provide cPanel access to my server option in the ticket, proceed to Step 3.

Use any of the following methods to grant cPanel Support access to your server:

To grant cPanel Support access to you server via the WHM interface, perform the following steps:

  1. Log in to WHM and navigate to the Grant cPanel Support Access interface (Home >> Support >> Grant cPanel Support Access).
  2. Follow the prompts to grant cPanel Support access to your server.

To manually grant cPanel Support access to your server, perform the following steps:

  1. Copy the SSH key that appears in the tab for your server on the confirmation interface.
  2. Paste the keys in that server's WHM’s Manage root's SSH Keys interface (Home >> Security Center >> Manage root's SSH Keys) and follow the prompts.
  3. Ensure that your firewall settings allow remote connections from the following cPanel IP addresses:
    • 208.74.125.2
    • 208.74.121.100
    • 208.74.121.101
    • 208.74.121.102
    • 208.74.121.103
    • 69.175.92.60
    • 69.10.42.69

Warning:

For this SSH connection to function, you must allow the cPanel IP addresses to connect to your server.

Note:

For more information about how to manually configure your server's firewall, read our Host Access Control documentation.

  To grant cPanel Support access to your server via the command line, run the following command:

AUTHUSER=root TICKET=TICKETNUMBER SERVERNUM=SERVERNUMBER /scripts/autorepair authorize

Note:

  • TICKETNUMBER represents the ticket number that you wish to authorize
  • SERVERNUMBER represents the number of the server tab that you wish to authorize. 
    • You will usually assign this option a value of 1.


 


 

Revoke access permissions.

After you submit your ticket and configure your server to allow cPanel Support access, a Technical Analyst will respond to your request. 

After cPanel Support resolves your issue and you close the ticket, you must revoke the access permissions to your server in WHM's Grant cPanel Support Access interface (Home >> Support >> Grant cPanel Support Access).

For more information, read our How to Authenticate your Server for cPanel Technical Support documentation.