Skip to content

Common Issues

The most frequent "why isn't this working?" moments and how to fix them.

Emails are not being sent

Symptom: customers don't get invoices, welcome emails or ticket replies.

Checklist:

  1. Is SMTP configured? Until you set it up, the mailer defaults to log and nothing is actually sent. See Configure Email.
  2. Send a test email from Settings → Email. Read the error it shows.
  3. Check the log — failed sends are recorded in storage/logs/laravel.log.
  4. Is the queue worker running? Emails are queued. If no worker is processing the queue, they pile up unsent. See Scheduled Commands.
  5. Landing in spam? Set up SPF, DKIM and DMARC for your sending domain, or use a transactional email provider.

Provisioning did not happen

Symptom: an invoice is paid but no hosting account was created (service stays Pending, or shows Active with no real account).

Checklist:

  1. Does the product have a server + module? A product set to Custom / None will never auto-provision. Edit the product and assign a server.
  2. What is the product's auto-setup? If it's manual, you must accept each order under Orders. If it's on payment, paying triggers provisioning.
  3. Test the server connection — Configuration → Servers → (your server) → Test Connection. Bad credentials or a blocked API port is the usual cause.
  4. Check the retry queue — failed provisioning jobs are retried automatically every few minutes, and permanent failures raise an admin alert. Look at the module log for the exact API error.
  5. Cron running? The retry runner only fires if the scheduler is running.

The cron / scheduler isn't running

Symptom: invoices aren't generated, reminders don't go out, suspensions never happen, provisioning isn't retried.

  1. Confirm the cron line exists for the web user (crontab -e):

    * * * * * cd /path/to/pnlcs && php artisan schedule:run >> /dev/null 2>&1

  2. On Docker, the scheduler runs inside the container automatically — check the container is up.

  3. Test it by hand: php artisan schedule:run should list tasks it ran.

A customer paid by bank transfer but the invoice is still unpaid

Bank-transfer payments are manual. The customer submits a payment notification; you approve it under Billing → Payment Notifications, which marks the invoice paid and provisions the service. See Payment Gateways → Bank Transfer.

I forgot the admin password

Reset it from the server with:

php artisan tinker
>>> $a = App\Models\Admin::where('username','admin')->first();
>>> $a->password = Hash::make('a-new-strong-password'); $a->save();

(Adjust the username if yours differs.)

The customer portal shows a 500 error

  1. Set APP_DEBUG=true temporarily in .env to see the real error, then turn it off again — never leave debug on in production.
  2. Check storage/logs/laravel.log.
  3. Make sure migrations ran: php artisan migrate --force.
  4. Clear caches: php artisan optimize:clear.

Still stuck?