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cPanel / WHM Password Question
| Posted by neumannu47, 08-07-2013, 03:29 PM |
| One of my hosts requires me to change my password on my reseller account every 90 days. When I logged in today, cPanel took me to the page to reset it. The page requires that the old password be entered and that the new password be entered twice.
Every time I enter the current password and the new password, WHM tells me that my old password is incorrect. It's the password I used to get to the "Change Password" screen, so it has to work. I can also log in by FTP using the password.
Thinking that the server blocked me for screwing up a couple of times, I waited an hour and tried again, with no luck. Am I doing something wrong?
I have a ticket into the hosting company, but they have not responded in three hours.
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| Posted by petercraig, 08-07-2013, 03:32 PM |
| Well, thats tight security. It can be good, but also a pain in this case.
I suggest you find an alternate company, 3 hours support is terrible.
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| Posted by Atlanical-Mike, 08-07-2013, 03:48 PM |
| The best thing is to ask the provider to reset your password and let you try that, sometimes WHM/cPanel mucks up. But it's good that they do the 90 day passwords, it gives you that extra bit of security.
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| Posted by GreenValueHostGM, 08-08-2013, 08:12 PM |
| I would contact the provider for now and ask them to look into the issue. I'd also start looking for another provider too, as 3 hours with no response is quite unacceptable.
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| Posted by Server Management, 08-08-2013, 08:18 PM |
| Boils down to the price to be honest.
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| Posted by Mad_matt, 08-08-2013, 08:43 PM |
| For me, it depends on what was promised, if its advertised 24/7 support and thats what I paid for then thats terrible. If not, then I accept up to 8hours for support (provided that the issue is finally resolved quickly and properly, nothing worse then playing email tag for a few days....)
OP-> not sure on what could be causing that issue, as you are able to login the first place! I have never seen that issue.
Seeing as this thread is in reseller hosting, try this. Login to your whmcs, find your name and your account in whmcs, and change the password using whmcs.
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| Posted by Webhostpython, 08-08-2013, 10:47 PM |
| You can also ask them to check and make sure your IP is not blocked somewhere on the server, and that your username is not locked. I would provide your IP, username, and find a way to contact them via phone or Skype to see if you get a faster response.
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| Posted by CrocWeb, 08-09-2013, 06:44 AM |
| That's not terrible, some would take 24 hours.
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| Posted by Dr_Michael, 08-09-2013, 10:11 AM |
| If you have static IP, ask them to whitelist your IP. If you have dynamic IP, you just have to restart your modem/router in order to get a new IP.
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| Posted by LampNetworks, 08-09-2013, 11:09 AM |
| neumannu47 24/7 != quick response
The advise of jumping ship because a ticket is a few hours old is premature IMO. 24/7 support says to me that I should receive attention at the minimum of once within 24 hours of ticket submission. It does not say I'll get a reply any quicker unless there is an average ticket response time advertised.
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| Posted by makthasingh, 08-11-2013, 07:12 AM |
| Password reset every 90 day's is tightened security
3 hour's is a big amount of time where most of them do in less than 15 mins
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| Posted by whmcsguru, 08-11-2013, 06:14 PM |
| 3 hours for support is hardly 'terrible'. As this is a minor issue, this is not something that is going to be resolved immediately.
As far as the OP:
Have them reset the password and give it to you.
Use lastpass to store it and change as necessary.
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| Posted by PremiumHost, 08-11-2013, 11:56 PM |
| Totally agree. 24/7 support means support works in weekend. Response time can vary but should not be more than 12 hours.
Without 24/7 support means there is no support outside business hours.
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| Posted by brysonems, 08-12-2013, 10:08 AM |
| They might be out of their working hours, 3 hours isnt that bad, just starting to be..
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