FAQs

From WHMCS Documentation

Reset Administrator Password

If you forget your administrator password for WHMCS, you can request a password reset using the "Forgot your password?" link on the admin area login page.

If you do not see the reset link, the option is disabled. You can find this further security option in Configuration () > System Settings > General Settings > Security Settings or, prior to WHMCS 8.0, Setup > General Settings > Security Settings. To reenable it, follow the steps below:

  • Log in to your database administration interface. Usually, this is phpMyAdmin via your server control panel.
  • Select the WHMCS database in the left-hand menu.
  • Browse to the tblconfiguration table.
  • Ensure that the 'DisableAdminPWReset' setting has a blank value.
  • Click Go to apply the changes.

If you visit the admin login page again, you will see the password reset link.

There was an error sending the email. Please try again

If your system is encountering a technical error that prevents the sending of the reset email, you can change the password directly in the database. To do this:

  • Log in to your database administration interface (usually phpMyAdmin via your server control panel).
  • Select the WHMCS database in the left-hand menu.
  • Browse to the tbladmins table.
  • Click Edit next to the administrator account that you want to reset.
  • Enter the new password in the Password textbox.
  • From the Functions menu, select the 'MD5' option.
  • Click Go to apply the changes.

You can now visit the admin login page and log in using the new password. To troubleshoot the problem with sending email, refer to Email Sending Issues.

Lift IP Address Ban

After three consecutive failed administrator login attempts, the system will block the source IP address for the amount of time that you specified in your security settings. This helps to prevent against dictionary password attacks. You can wait for the ban to expire at the displayed time on the error message, log in from a different IP address, or follow these instructions to lift the ban immediately:

  1. Log in to your database administration interface (usually phpMyAdmin via your server control panel).
  2. Select the WHMCS database in the left-hand menu.
  3. Browse to the tblbannedips table.
  4. Locate the row containing your IP address and click the corresponding red "X" icon.

This will remove the ban and you will be able to access your WHMCS installation again. If you become banned often, consider adding your connection's IP address to the Setup > General Settings > Security > Whitelisted IPs list.

No Connection Error

A No Connection error on the admin login page suggests there is a problem preventing your server from communicating with the WHMCS licensing server. For more information, refer to Licensing - No Connection Error.

License Invalid

A Licence Invalid error on the admin login page may indicate that you entered an invalid licence key or that the WHMCS installation has been moved without updating the licence. For more information refer to Licensing - License Invalid.

Feature Requests

The features that we add to WHMCS often originate as the suggestions of our users. Our unique and dynamic Feature Request system empowers and enhances the experience within the WHMCS Community. Our intention with this system is to make the Feature Request submission and voting process more efficient for both the Community and the WHMCS Development teams.

Add your contribution, discuss, and vote on other standing Feature Requests within our Community:
Feature Requests can be submitted and viewed at http://requests.whmcs.com

Restoring WHMCS from Backups

In the unfortunate even that it becomes necessary to restore a WHMCS installation from a backup (due to catastrophic server failure, hardware failure, or unauthorised access), if no full backup is available, you can restore a WHMCS installation from its constituent parts.

This requires a recent backup of the MySQL® database and, ideally, a backup of the configuration.php file. For more information, see Restoring WHMCS.