How to Authenticate your Server for cPanel Technical Support
This document explains how to authenticate your server for technical support. You must authenticate your server to allow cPanel Technical Analysts secure access.
How to authenticate your server
Log in to the cPanel Customer Portal
In your preferred browser, navigate to the cPanel Customer Portal and log in to your account.
Find your Support request
To locate your open Support request, perform the following steps:
Click Show Open/Closed Requests. You can locate this link in the Tasks menu on the cPanel Customer Portal dashboard.
In the ID column of the Open Requests table, click the ticket ID that you wish to update. A new window will appear.
Click Update Server Information. A new window will appear.
Receive authentication information
Enter your server information in the appropriate text boxes.
rootlogin details in Support ticket responses.
You will receive a unique public SSH key for each server for which you submit information. You will also receive a list of cPanel Support-sanctioned IP addresses:
These addresses appear on the ticket request confirmation page and in Support’s confirmation email.
After you enter the information for your server, click Update Servers.
Authentication information for additional servers
You can submit authentication information for multiple servers. You may find this useful if you want to migrate multiple servers to cPanel & WHM, or need support for multiple servers.
Click the plus button (
+) to open a new form. Then, enter the information for each server that you want to add.
How to rename a server tab
To rename a server tab, perform the following steps:
Select the tab that you want to rename.
In the Server Name text box, enter the name you want to assign to the server.
Click Update Servers to save your changes.
Grant access to cPanel Support in WHM
Use WHM’s Grant cPanel Support Access interface (WHM >> Home >> Support >> Grant cPanel Support Access) to grant cPanel Support access to your server.
Import the public SSH key.
Important:Private keys should always remain on the server that generated them. Do not enter the private key when you import another server’s key to allow SSH connections between the two servers, or to use SSH for account transfers.
To import an existing SSH key, perform the following steps:
Click Import Key.
To use a custom key name, enter the key name in the Choose a name for this key (defaults to id_dsa) text box.Important:If you use a custom key name, you must manually specify the SSH key when you log in to the server. To manually specify the SSH key, run the following command, where user is the username and example is the server name or IP address:
ssh user@example -i /root/.ssh/key_name
To import a PPK (PuTTY Key Generator) file, enter the password in the Private key passphrase (Needed for PPK import only) text box.
Paste the public and private keys into the appropriate text boxes.
- Click Import.
For more information, read the Manage root’s SSH Keys documentation.
Add the cPanel Support IP addresses to your list of trusted IP addresses (whitelist).
Note:Enter IP addresses individually (IPv4 or IPv6) or in CIDR format.
To add IP addresses to cPHulk’s whitelist, perform the following steps:
Enter one or more IP addresses, one per line, in the New Whitelist Records text box.
Enter any desired comments in the Comment text box. This comment will display for each of the IP addresses that you entered.
Allow cPanel Support IP addresses in Host Access Control…
To allow or deny an IP address to access a service, perform the following steps:
Enter the service name in the daemon text box.
Enter the IP address or hostname in Access List text box.
You may enter wildcards in this text box.
You cannot enter a range of IP addresses with CIDR notation.
To specify a network range, add a network mask to the IP address.
- For example,
255.255.255.0is the desired network mask you want to use.
- For example,
Enter the desired action in the Action text box.
Enter allow to allow access.
Enter deny to deny access.
Describe the rule in the Comment text box.
Click Save Host Access List, or click Reload to delete any changes.
ALL EXCEPT IPaddress in the Access List text box. When you enter allow as your action, the system will allow all of the addresses except for addresses that you entered in the Access List text box.
You must add the cPanel Support IP addresses above any DENY rules in the
You must also allow access to the cPanel Support IP addresses, either in the WHM Host Access Control interface, or manually in the
After you perform these actions on your server, cPanel, L.L.C.’s Technical Analysts can connect to your server. If our Technical Analysts request that you do so, update your ticket to inform them that you authorized your server.