Troubleshooting Products and Services
If you encounter errors or issues while working with product configuration or clients’ services, see the sections below to start troubleshooting and resolve the issue.
- For more information, see Products.
- For general steps to troubleshoot problems in WHMCS, see Start Troubleshooting.
Products
For more information, see Product Configuration Options.
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Cross-selling recommendations are not displaying. | Hidden is enabled for the recommended products. | Recommendation Display Issues |
| The Choose a Domain page is blank during the ordering process. | You enabled Require Domain in the product configuration but have not enabled any domain registration options. | Blank Choose a Domain Page |
Bad User name or Password | The credentials in your Enom SSL configuration are incorrect. | Bad User name or Password Errors |
Error: Call to a member function getOnDemandRenewalSettings() on null in /path/to/whmcs/vendor/whmcs/whmcs-foundation/lib/User/Client.php:0or Error: Call to a member function enabledMetrics() on null in /path/to/whmcs/vendor/whmcs/whmcs-foundation/lib/Service/Service.php:0 | The user’s current client has an orphaned service. | Member Function Renewal Errors |
PDOException: SQLSTATE[42S22]: Column not found: 1054 Unknown column 'shortDescription' in 'field list' in /path/to/whmcs/vendor/illuminate/database/Connection.php:485 | The product does not have a configured Product Short Description value. | Column Not Found shortDescription Errors |
Services
You may encounter the following common issues:
| Error or Issue | Explanation | Next Steps |
|---|---|---|
| Accout creation failed while provisioning a new hosting account. | An error occurred that prevented the system from creating the account. This can occur for many reasons. | Account Creation Failures |
| The system is unexpectedly suspending services (for example, hosting accounts). | This may occur due to a Next Due Date value that is in the past or an admin action. | Unexpected Service Suspensions |
| The system is unexpectedly terminating services (for example, hosting accounts). | This may occur due to the product’s configuration, a Next Due Date value that is in the past, or an admin action. | Unexpected Service Terminations |
| A service’s Next Due Date value has moved to a date several months or years in the future, resulting in some invoices not being generated. | The system has registered multiple payments for the service. | Unexpected Next Due Date |
| You configured a product to use prorata billing, but services for the product are not being prorated appropriately. | In many cases, this is due to the Signup Anniversary Prorata feature. | Service Not Prorated |
On-Demand Renewal Not Supported by Service | The service is not eligible for on-demand renewals. | On-Demand Renewal Unsupported Errors |
Last modified: January 8, 2025