deodeep

Hello,

I have a dedicated server with Surpass, since the past month and a half. I have WHMCS set up as my client area / order system / billing system etc. A major part of my hosting business solely relies on the WHMCS installation on the server.

However, on 17th of April, I was shocked to notice that my WHCMS installation was greeting me with an "Invalid License" error.

I immediately raised a ticket with the helpdesk, hoping that the issue would be resolved soon.

But no, I was in for a rude shock.

I had clearly mentioned, in my support ticket, that I have an "Invalid License" error at my WHMCS installation present at ExperTrio Web Services - Support
However, the reply that I got was...
Ummm ? I just gave them the link. Anywho, I replied back with the link to the admin area.

However, I am told that Surpass doesn't provide support for WHMCS and I should go contact WHMCS support to resolve my issue. However, quite obviously, this was a "license" issue, and the license was provided to my by Surpass. I had no login details about the license at WHMCS.com. I was clueless what to do. I still contacted WHMCS, and expectedly, I was told that it was a license issue and that the license given to me was invalid. So I updated the ticket requesting for a new license so the issue is resolved ASAP.

No, someone replies to the ticket asking for a screenshot to the error ? Huh ? Seriously ? Staff cannot visit the URL to check the error ? Oh come on.
I still sent them a screenshot.... and I was updated that the issue would be looked into. ( This was on the 18th of April )

However, there was no response till the 20th of April. I updated the ticket about the status of the issue. They replied they were still looking into the issue.

Today is the 25th of April. My Admin area has been down all this while, there are pending invoices, orders, support tickets and I cannot do anything about it.

What do I do ? No, seriously ? What _can_ I do ?

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¿ ɥnɥ 'ʇɐ ƃuıʞool noʎ ǝɹɐ ʇɐɥʍ ¿ ɟʇʍ

Emmanuel

Deodeep,

I am looking into this ticket now, I apologize what has happened. As many of you know we do NOT charge for this licenses, we give them for free. Due to this there is a very sensitive system which at times takes time to resolve as we have to go thru hoops.

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Emmanuel :: Surpass Hosting Network Admin
http://www.SurpassHosting.com

Mike

Did you change your domain, because you cant use a license for a different domain then the one that you originally setup the license for...
I just updated your ticket and will try and have this resolved for you in the next few hours. Very sorry this has taken so long but as Eman said we have to work with and wait on their support.

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Mike
Surpass Special Operations

deodeep

Hello Mike,

I already had a WHMCS license at my previous host set up for the same domain. I just moved everything to my dedi box. There were issues after the move, and Eman had resolved them.

It was working fine up until the 17th. Nothing was changed whatsoever.

And I understand it takes time when a 3rd party is concerned. But there was no update from your staff at all regarding the delay. And that is really frustrating when your business is on hold.

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Mike

deodeep-

Please try now
WHMCompleteSolution

Also since you are a dedicated client you have phone support available. Please ask to have your call or situation esclated to Management anytime you do not receive a response in a timely manner. Have a great day

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Mike
Surpass Special Operations

deodeep

Hello,

Yes, after you updated the ticket, everything seems to be working fine now.

Also, I'm a client from India and so, phone call charges will do more damage to me and I'd prefer making them in the event of a grave incident. Thanks for letting me know, though

Thank you very much for your help. Much appreciated.

-Preshit

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mgk

there is always voip :-)

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Markus