Problem #

A customer sees one of the following messages when they try to open, upgrade, or renew their Nova Cloud service:

The service license is suspended. Please contact support.

or

The service license has expired. Please contact support.

or

The service license is no longer active. Please contact support.

or

The service license requires attention. Please contact support.

or

Authorization with the licensing server failed. Please contact support.

Cause #

The customer’s Nova Cloud license is not active, or the licensing backend rejected the reseller’s credentials.

If a renewal fails for one of these reasons, WHMCS refunds the charge to your MarketConnect balance and does not mark the order as renewed.

Solution #

To resolve this issue, contact WHMCS Technical Support.

Last modified: 2026 September 25