Providing the appropriate access details to your system when submitting a support ticket leads to a faster resolution time.
WHMCS Administration
Please add a new Admin User for use by WHMCS Support for the duration of each support ticket:
- Go to Configuration Manage Admins
- Click Add New Administrator.
- Select Full Administrator for the Administrator Role.
- Choose the Set Credentials Manually option.
- Enter a password.
- If the issue relates to the support system, check the relevant Support Departments.
- Select English as the Language.
- Click Create Admin.
For detailed steps, see Add an Admin.
Create a new Admin User for each support ticket.
FTP/File System Access
For the purposes of troubleshooting a PHP script such as WHMCS we require the ability to read & write WHMCS files via one or more of the following access types:
- File system access to the web user (ie. /home/username)
- Or SSH access jailed to the web user
Server root permissions are not required. Therefore in-line with best security practice - to use only the strictly necessary levels of access - we discourage the provision of root credentials. These measures are in place to help protect your security.
If you require SSH-Key Authentication, see How to provide WHMCS Support with SSH Key-Authenticated Server Access.
Control Panel
If a control panel is managing your webserver, please provide user level access to control panel.
Ie. cPanel level access in cPanel with Terminal, or Customer level access in Plesk.
