Billing and client management software

[READ FIRST] Frequently Asked Questions

This thread has some answers to the frequently asked questions or issues we receive, please read before posting in this forum for support. **PLEASE DO NOT USE HTML OR PHP IN YOU...

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Nathan said

This thread has some answers to the frequently asked questions or issues we receive, please read before posting in this forum for support.
PLEASE DO NOT USE HTML OR PHP IN YOUR THREAD/POSTS - HTML or PHP can be submitted on a pastie. [This includes error_logs]

READ BEFORE POSTING:
If you are having issues with your installation, the first thing you should do before posting your issue here is to check your error_log, to find this in cPanel, the error_log can be found on the cPanel control panel home page under the heading "Logs". with Parallels Plesk Panel, the error_log is in the logs section of the control panel. Please note that some error_logs are very brief there for you should contact your host for a detailed report on the error, once that is done you can make a thread and post your error log with it your issue.

IMPORTANT: Why are all forum categories locked?
We have temporally locked all forum posts to stop the current surge of spam being posted on our forum while we attempt to crack down on this & start IP banning the networks that are involved as well as investigate the IP's & notify the ISP providers regarding the spamming going on.

Do you offer a money-back guarantee?
We often get asked this, the simple answer to this is "NO". we offer a free license to test our software on your hosting environment, if you are happy with the software, you may upgrade to a paid license to remove restrictions & gain access to our support team. Paid licenses are mainly in place to support the software developers. Under no circumstances do we accept refund requests due to customers purchasing a Pro License to test the software & deciding the software is not for them.

Any chance of an Owned License?
We get this query a lot, as of December 1st, 2017, we provide Owned Licenses for all our Pro License holders as an upgrade. To purchase the upgrade, simply login to our client portal, view your license details & click on request upgrade. All requests are manually upgraded after payment is received. Note that Owned Licenses are currently quoted at $150.00 USD.

DEMO SITE NOT WORKING
We are aware of issues with our demo site throwing an error when trying to access both client and admin sides, please do not open support tickets regarding it as they will get a canned response to view this thread. The demo currently does not work due to high-end abuse of the demo. We suggest installing the free edition of BoxBilling on your servers to fully test everything is to your needs. If everything meets your criteria, you can upgrade to a Pro License

Q: My payment for an invoice is in an "Unclaimed" status?
A: Unfortunately, unclaimed statuses are common for a business, an unclaimed status could be because the PayPal account you have sent the payment from is unverified, so manual acceptance of the transaction is needed, or the payment could have been put into an unclaimed status because PayPal has been doing work on their system so manual intervention is required to accept the payment. We do ask all customers to check their transactions and report all "Unclaimed" payments to us so we can process these as fast as we can. If a payment is put into an unclaimed status, our system will not mark your payment as paid, as a result, the renewal date will not be extended.

Q: "Stuck on database setup in Installation?
A: BoxBilling does not yet support PHP v7.x - please downgrade your PHP version to v5.6.x

Q: "Where can I get a SSL Certificate from?
A: We always recommend using the original vendor if purchasing an SSL Certificate, such as RapidSSL, Comodo, Geotrust etc. However, if you are looking for a cheap SSL Certificates at around 80% off the RRP, we always recommend Hostinger, a large platinum partner of some of the most popular vendors.

Q: "Cannot access parent" Issue
A: This error is caused by xCache, if you disable it, it will fix the error [your web host may need to do this] (fingers crossed). If not, you may need to re-install BoxBilling after you've disabled it. If this doesn't sort it, you'll need to contact us and we'll see if it could be anything else.

Q: Failed opening required 'PDO.php'
A: Enable php-pdo in your server configuration, or ask your hosting provider to enable it, this is required to run BoxBilling.

Q: Is there a script to transfer my clients data across to/from BoxBilling?
A: Currently we do not have any confirmed/verified import/export scripts to transfer data to or from BoxBilling. However, please be free to develop one or search of our forum for modules developed by customers.

Q: I can't login to my admin area?
A: If you have forgot your admin area password, You can find a way how to regain access here: https://github.com/boxbilling/BoxBilling/issues/13

Q: IP "xxxxxxxx" is not allowed for this license
A: This means that the license key you have used has been used somewhere else (A different IP address), to fix this, simply reset your license in the licenses page of BoxBilling, if you have purchased a Pro license from a reseller/partner, you will need to ask them to reset it on your behalf.

Q: I've had no reply for ages, where is support?
A: The forum has limited staff replying to questions, some may not know everything about BoxBilling, however, most of our staff are currently extremely busy on the development of BoxBilling, if you require support within 1 business day, I suggest you upgrade to a Pro license. The forum has limited support and a response could take up to 5 business days, Pro Licenses get responses within 1 business day.

Q: I can't access extensions.boxbilling.com or is redirecting?
A: We are currently re-doing our extensions are and redeveloping the modules, please be patient as we do this, if you require and modules creating, the main thing I can suggest is to development them yourself.
UPDATE: All confirmed plugins and extensions developed by BoxBilling (or verified and trusted developers) can be found on our GitHub.

Q: I am getting a 500 Internal Server Error?
A: This is most likely caused by the script getting an access denied from the server, you should ensure that your files and directories are set to 755, if this doesn't sort your issue out, I suggest you check the error_log (details on how to find this can be found in the 'Read before posting' section of this thread) - this should tell you exactly where the 500 Internal Server Error is being generated, while cpanel may provide brief summaries on errors, it is best to contact your hosting provider for detailed error_log..

Q: I am getting an IonCube required error?
A: The message means that your server does not support ioncube loaders. You can obtain Loaders for your server platform by visiting http://www.ioncube.com/loaders.php page and downloading appropriate loader. A Loader Wizard PHP script to help with installation is available in a Zip http://www.ioncube.com/loader-wizard/loader-wizard.zip archive. Download and install the script into your web space, and then launch the script in your browser for guidance on installation and selection of the correct Loader package. You must not install IonCube Loaders 5.5 (we recommend version 5.4.1) [Please note that v4.x does not require IonCube as it is open source]

Q: I've just purchased a pro license, how do I update the license key?
A: All you need to do is go into you file manager (or ftp access directory), head into your BoxBiling installation directory and in the bb-config.php file, you should see where your free license key is, just update it with the pro license and you are done, this will unlock the features.

Q: PayPal isn't changing the status of invoices to Paid?
A: We can guarantee that the payment gateway does work successfully as BoxBilling uses the same module, it's best to ensure that all details are correct and that the PayPal IPN is set up correctly through PayPal, if you are unsure of how to set it up, PayPal has documentation on how to set this up. Invoice status's can take up to 15 minutes to clear correctly (This includes fraud checks), if after this time the status has not changed then we can only suggest that you have not set up the IPN correctly.

Q: I have a pro license, how do I remove the branding?
A: Very simple, to turn off BoxBilling branding after PRO license is purchased (and licence key updated in bb-config.php) go to Admin area > Extensions > Overview and deactivate branding module.

Q: Whm/cPanel: Permission Denied? [Including "Access Denied" Errors with Whm/cPanel Module]
A: If you are getting a Permission Denied error, this usually means your details are incorrect, the IP of the server hasn't been white listed or your Whm request was denied due to a permission issue, in which case you should contact your host. Please remember that Whm/cPanel uses a hash key and not a password to safely communicate with the Whm control panel. if you have mod_security enabled on your server, this could also restrict access and execution of commands on Whm/cPanel. You must ensure ports 2082, 2083, 2086 and 2087 are open as BoxBilling uses these ports to connect to your Whm/cPanel control panel.

Q: Whm/cPanel: Version not found?
A: If you are testing your server connection and it says the Whm version isn't found, this is a Apache Configuration issue. If you are a system admin or a user with root access, you can fix this by going to Home » Software » EasyApache (Apache Update) and going through the configuration till you get to the "Exhaustive Options List", at the bottom of "first-section Apache Built-in Modules" you will see "Version" - this needs to be ticked and you will need to rebuild Apache.

Q: I'd like to request a feature?
A: This is easy to do, simply submit your feature in our Feature Request section of this forum.

Q: I'd like to contribute to BoxBilling Development?
A: We love contributions, if you have a module or hook you have created for BoxBilling and want to share it with the rest of the community you can submit it to this forum under the section "Plugins and Extensions (Custom Development)". As of v4.x BoxBilling is completely open source, making contributing easy as ever, all contributions can be done on our GitHub.

Q: Who should I host with?
This is a question our colleagues get asked quite frequently, we do not like to single out hosting providers as a lot of hosting providers could, in fact, host the BoxBilling software. We always suggest asking the provider about the BoxBilling requirements before signing up to them. If you are really stuck in finding a hosting provider, we would recommend our partners such as Hosting24. For more dedicated resources, we would recommend using a Virtual Private Server or Dedicated Server, in this case, we could suggest Hostinger.

11 months ago

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Topic information

Forum	BoxBilling Support
Topic	[READ FIRST] Frequently Asked Questions
Started By	Nathan
Views	570002809
Messages	1
Created at	Monday, 25 June 2018