The Grant cPanel Support Access interface uses the server authentication details in your ticket to automatically provide support with SSH access to your server. Your server must connect to the cPanel Customer Portal to transfer the authentication details.
Log in
To establish a secure connection with the cPanel Customer Portal, perform the following steps:
- Click Log in to cPanel Customer Portal. A new window will appear.
- Enter your Customer Portal email address and password in the appropriate text boxes.
- Click Sign In. The Grant cPanel Support Access interface will display.
cPanel Customer Portal login window
Note:
You can access the cPanel Customer Portal directly.
Grant or Revoke cPanel support's access
The Grant or Revoke cPanel Support's Access section lists your Customer Portal account's open support tickets as well as the closed tickets for which you granted access. If the desired ticket is not displayed, you may need to log in with a different Customer Portal account.
The Grant or Revoke cPanel Support's Access section of the Grant cPanel Support Access interface.
This interface displays each ticket number and its status, as well as the following information:
|
Column |
Description |
|---|---|
|
Server |
The server ID. |
|
User |
The login username. |
|
SSH Info |
The |
|
Granted |
Support access status. |
Allow access
To allow cPanel support access to your server, perform the following steps:
- Locate the desired ticket number in the list.
-
Click Grant in the row that corresponds to the server to which you wish to grant access.
SSH connection test
After you grant access for a ticket, you must test the SSH configuration and login details.
The Grant or Revoke cPanel Support's Access section of the Grant cPanel Support Access interface.
Click Test to verify that your server's configuration will allow support to connect.
SSH test statuses
This interface displays the following status information:
|
Status |
Description |
|---|---|
|
Success |
All of the tests succeeded. |
|
Timeout |
The connection test timed out for your server. |
|
Escalate |
The configured user failed to escalate to |
|
Auth |
Authentication failed during connection to your server. |
|
Unreachable |
Your server is unreachable. |
|
Refused |
Your server refused the connection. |
|
Protocol |
A protocol-level error occurred on your server. |
|
Environment |
Your server responded unexpectedly. |
|
Unknown |
An unexpected error occurred. |
| Ticket System Timeout | The cPanel Ticket System failed to respond. |
Revoke access
To remove cPanel support's access to your server, perform the following steps:
- Locate the desired ticket number in the list.
- Click Revoke in the row that corresponds to that ticket and account.
Revoke access and remove a closed support ticket
Important:
Always remove access after you close a support ticket.
To revoke cPanel support's access to your server and remove a closed support ticket from the list, perform the following steps:
- Locate the desired ticket number in the list.
- Click Revoke and Remove in the row that corresponds to that ticket.
- A confirmation window will appear. Click OK.
