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Knowledge Base

Unable to activate suspended customer or subscription in Plesk: The subscription is suspended because its subscriber was suspended

 
databasedomainshostinglinuxmysql

Symptoms

  • Cannot activate suspended customer/subscription:

    Error: Some of the selected customers were not activated.
    The account is still suspended due to the following reason: The account is suspended because its owner was suspended.

    Error: Some of the selected subscriptions were not activated.
    The subscription is still suspended due to the following reason: The subscription is suspended because its subscriber was suspended.

    Error: The account is still suspended due to the following reason: The account is suspended because its owner was suspended.

  • The subscription owner (customer) is active
  • The customer owner (reseller) is active
  • Cannot export database dump:

    Unable to export dump: The subscription is suspended

  • In some cases, domain's status is 0 (active) but subscription's status is 2 (suspended):

    mysql> select status, webspace_status from domains where name='example.com'G
    *************************** 1. row **************************
    status: 0
    *************************** 2. row **************************
    webspace_status: 2

  • MySQL server hung during the subscription activation.

Cause

Inconsistency in Plesk database.

Resolution

Note: This article may require additional administrative knowledge to apply. If any help required, contact server’s administrator or hosting support.

  1. Connect to a Plesk server via SSH/RDP.

  2. Create a dump of Plesk database:

    • For Linux:

      # plesk db dump psa > /root/psa_backup.sql

    • For Windows Server:

      C:> plesk db dump psa > C:psa_backup.sql

  3. Access the Plesk database:

    # plesk db

  4. Activate the customer or subscription (replace the John Doe/example.com with actual name):

    • Activating the customer:

      mysql> UPDATE clients SET status=0 WHERE pname='John Doe';

    • Activating the subscription:

      mysql> UPDATE domains SET status=0, webspace_status=0 WHERE name='example.com';

  5. Once done, log in to Plesk, then suspend the customer or subscription from the step 4 and activate it back:

    mceclip8.png

    mceclip6.png

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