Child pages
  • How to Open a Technical Support Ticket
Skip to end of metadata
Go to start of metadata

Overview

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

Notes:

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

Important:

In cPanel & WHM version 60 we added the ability to automate the creation of a cPanel Support ticket in WHM's Create Support Ticket interface (Home >> Support >> Create Support Ticket).

 


 

Support ticket requirements.

Important:

Before you submit a ticket, you must have 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.

 


 

Submit a support ticket.

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

  1. Log in to the cPanel Customer Portal interface.

    Note:

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

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

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

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

 


 

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 through 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 in the Create Support Ticket confirmation interface.
  2. Paste the key into 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 the 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 through the command line, run the following command:

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

Notes:

  • 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 grant cPanel Support access to your server, a Technical Analyst will respond to your request. 

After cPanel Support resolves your issue and you close the ticket, we strongly recommend that you revoke 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.