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Troubleshooting

This section lists the most frequently encountered issues with the HostMyServers registrar module for WHMCS, along with procedures to diagnose and resolve them.

Enable Debug Mode​

Before investigating the source of a problem, enable debug logging in WHMCS:

Setup → System → Registrar Modules → HostMyServers → Configure → Debug Mode: Enabled

Once enabled, every API call made by the module is logged in WHMCS. Access the logs from:

Utilities → Activity → Registrar Log

The entries display the request sent and the response received from the HostMyServers API, which allows you to identify the exact source of an error.

Disable after diagnosis

Debug mode generates large volumes of logs and may slightly slow down your WHMCS. Disable it as soon as the problem is resolved.

Connection Issues​

The module does not appear in the registrar list​

Symptom: after installation, HostMyServers is not visible in Setup → Registrar Modules.

Causes and solutions:

  • The module folder is not named exactly hostmyservers (all lowercase, no hyphens or spaces) → rename it
  • The hostmyservers.php file is missing or misplaced → check the folder structure
  • Permission issue → run chmod 644 on files and chmod 755 on folders
  • WHMCS cache → Utilities → Clear Template Cache

"Connection refused" error or timeout​

Symptom: the connection test fails with a connection error or timeout.

Causes and solutions:

  • The server cannot reach the HostMyServers API endpoint → check the server's outbound firewall. The API uses port 443 (HTTPS)
  • cURL not installed or disabled → check with php -m | grep curl

Authentication error (401 / Invalid credentials)​

Symptom: the connection test returns "Invalid credentials" or a 401 error.

Causes and solutions:

  • Wrong API identifier or API key → check at hostmyservers.fr/user/api
  • Sandbox mode enabled with production credentials (or vice versa) → ensure consistency between mode and credentials
  • The API key was deleted/recreated at hostmyservers.fr/user/api without updating WHMCS → update the key in the module configuration

Registration / Operation Issues​

The domain stays in "Pending" status indefinitely​

Symptom: after an order, the domain never switches to Active status.

Causes and solutions:

  • Normal asynchronous registration (some TLDs take several hours) → wait and force a synchronisation
  • Silent error during registration → enable debug mode and check the logs
  • Insufficient balance at the time of order → check the balance in the HostMyServers client area and top up if necessary, then manually re-trigger the registration

Error during automatic renewal​

Symptom: the cron triggers a renewal that fails silently.

Causes and solutions:

  • Insufficient balance → top up the account and manually re-trigger the renewal
  • Incorrect expiry date in WHMCS → run a synchronisation to correct, then renew
  • Domain expired for more than 30 days (outside grace period) → contact HostMyServers support for a restoration

Nameservers are not updated​

Symptom: changing nameservers in WHMCS is not reflected at HostMyServers.

Causes and solutions:

  • Invalid nameserver format (e.g. trailing / or space) → check the entered values
  • TLD does not support nameserver modification via API → check HostMyServers documentation for this TLD
  • API error → enable debug mode and check the logs

Synchronisation Issues​

Expiry dates are incorrect in WHMCS​

Symptom: the expiry date displayed in WHMCS does not match the actual date at HostMyServers.

Solution:

  1. Go to Utilities → Domain Synchronisation
  2. Run a full synchronisation
  3. WHMCS compares and corrects dates automatically

If the issue persists for a specific domain, check the synchronisation logs to identify the error returned by the API.

Synchronisation does not run​

Symptom: statuses and dates are never updated automatically.

Cause: the WHMCS cron task is not configured or is not running.

Solution: check the cron configuration (see Automation).

Account Issues​

Insufficient balance​

If your HostMyServers balance is insufficient, all paid operations (registration, renewal, transfer) will fail with an Insufficient funds error.

Solution: top up your account from the HostMyServers client area. Enable low-balance alerts to avoid this type of incident.

Order pending manual validation​

Some orders may be placed on hold for manual validation by HostMyServers (notably for specific TLDs or unusual volumes). In this case, contact HostMyServers support directly.

Contact HostMyServers Support​

If you are unable to resolve your issue after consulting this documentation:

  1. Note the exact error message and corresponding debug logs
  2. Note the module version (visible in hostmyservers.php at the top of the file)
  3. Note your WHMCS and PHP versions
  4. Contact HostMyServers support including this information

HostMyServers support is available from your client area → Support → Open a ticket.