Customer can't log in

Customer can't log in

What you'll learn: what to check when a customer reports they can't log in to their hosting account.

Work through these in order.

1. Are they using the right URL?

Customers sometimes try to log in at https://maxpanel.cenmax.in (which is the billing portal, for buyers — not their hosting account).

Make sure they're using your panel URL, like https://panel.yourbusiness.com.

2. Is their username right?

Usernames are case-sensitive. acmeco and AcmeCo are different. Sidebar → Accounts → confirm exactly how the username is spelled.

3. Is the account suspended?

If the account was suspended (perhaps for non-payment), the customer can't log in. Sidebar → Accounts → click the customer → check status. Click Resume if you want to reactivate them.

4. Reset their password

If they've forgotten it:

  1. Sidebar → Accounts → click the customer.
  2. Click Edit → Reset password.
  3. Set a new temporary password.
  4. Send it to them and ask them to change it after logging in.

5. Are they hitting a 2FA prompt they can't pass?

If the customer turned on two-factor authentication and lost their phone:

  1. Sidebar → Accounts → click the customer.
  2. Click Disable 2FA.
  3. They can log in with just their password, then re-enable 2FA on a new device.

6. Is the panel itself reachable?

If multiple customers can't log in at the same time, the issue isn't the customer — see The panel won't load.

7. Audit log

Check the audit log for failed login attempts. If you see many recent failures, someone may be trying to brute-force the account — that's not your customer, just a bot. Reset the password and consider warning them to enable 2FA.

If you've tried everything

Contact support with:

  • The customer's username
  • What error message they see (a screenshot is great)
  • Roughly when they started having the problem

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Need help? Contact support.