Troubleshooting Addon Modules
If you encounter errors or issues while using WHMCS’s addon modules, see the sections below to start troubleshooting and resolve the issue.
- For general steps to troubleshoot problems in WHMCS, see Start Troubleshooting.
- For more information about addon modules, see Addon Modules.
General Errors and Issues
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Oops! | The addon module is incompatible with your WHMCS version or system configuration. | Addon Module Oops! Errors |
| An addon module does not appear in the Addons menu. | You have misconfigured file or folder permissions. | Missing Addon Modules |
cPanel Licensing
- For more information about the cPanel Licensing addon module, see cPanel Licensing.
- To troubleshoot issues with the license on a cPanel & WHM server, see Troubleshooting Server Issues.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
This license is already assigned to another service | You have already assigned the license to another service on the WHMCS installation. | cPanel License Assigned Errors |
You cannot assign a license to this service as the product to which it is assigned does not have a configurable option for a cPanel license | You attempted to assign a cPanel license to a service that does not include the required configurable options. | cPanel License Configurable Option Errors |
A license was deactivated on the same IP last month before billing could occur | The previous cPanel license for the service’s IP address accrued usage but deactivated before billing could occur. | cPanel License Deactivated Errors |
| The system is not successfully syncing license IP addresses. | You have not correctly configured the necessary custom fields in WHMCS. | cPanel License Missing IP Address |
A reactivation fee must be paid before a new license can be provisioned for that IP address. This must be done via Manage2 directly. | The license already has an associated service. | cPanel License Reactivation Errors |
cPanel Licensing options of product are not set for this service | You have not selected a pricing option for the service. | cPanel Licensing Options Errors |
eNom New TLDs
- For more information about the eNom New TLDs addon module, see eNom New TLDs.
- To troubleshoot issues with the Enom domain registrar module, see Troubleshooting Domains.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Portal type is not allowed to change unless it is in draft mode | The Enom account uses a different integration method for the New TLDs system. | Enom Portal Type Errors |
User not permitted from this IP address | Your server’s IP address is not whitelisted for access to the Enom API. | Enom User Not Permitted Errors |
ImportAssist
You can troubleshoot ImportAssist issues by downloading the import log at Configuration () > System Logs. When you contact WHMCS Technical Support for help with ImportAssist issues, make sure to include this log file in the ticket.
For more information about the ImportAssist addon module, see ImportAssist.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Unable to connect to the database | ImportAssist cannot establish a connection to the source database to import data. | ImportAssist Unable to Connect |
Live Chat
For more information about the Live Chat addon module, see Live Chat.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
| An unexpected connection error while attempting to log in to Live Chat. | You have misconfigured file or folder permissions. | Live Chat Connection Errors |
The requested content cannot be loaded. Please try again later. | The system cannot create the required template cache. | Live Chat Display Issues |
License Invalid or you cannot log in to Live Chat. | Your WHMCS installation has not updated to recognize your purchase of the Live Chat addon. | Live Chat Login and License Errors |
Incorrect Server/Host | The Live Help installation does not exist at the accessed URL. | Live Chat Server or Host Errors |
| You see problems when Live Chat attempts to send email using SMTP. | You have not performed all of the configuration steps to use SMTP with Live Chat. | Live Chat SMTP Errors |
Software Licensing Addon
For more information about the Software Licensing addon module, see Software Licensing.
You may encounter the following common issues:
| Error or Issue | Cause | Next Steps |
Invalid Key | The licensing check code is not passing a license key back to the Software Licensing addon. | Licensing Invalid Key Errors |
| The Software Licensing addon module is generating a new local key on every request. | There is a problem when the system attempts to store the local license key. | Licensing Local Key Generation |
Remote Check Failed | There is a connection problem between the user’s server and the end client’s server. | Licensing Remote Check Errors |
Last modified: January 14, 2025