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Troubleshooting

Test Connection fails​

  • Make sure the API URL, Key, and Secret are correct (addon Configure + Server definition use the same values).
  • The API URL must start with https:// and be reachable from your server.
  • Inspect the GET /auth/me response under WHMCS Utilities > Logs > Module Log.
  • If it returns unauthorized, the key/secret may be wrong or revoked — request a new key from Rabisu.

Order placed but the VPS never arrives​

  • The order may be pending_payment: has the customer paid the invoice? Once paid, the InvoicePaid hook settles the payment.
  • Your balance may be insufficient → check Balance Movements and top up credit.
  • Make sure the provision reconcile cron is running (see Cron Setup).
  • If GET /orders/{id} status is failed, provisioning failed on Rabisu's side — contact support.

No webhooks / signature error​

  • Check the last webhook time and signature error counter in the sync health panel on the Reporting tab.
  • The Webhook Secret in the addon must match the secret of the Rabisu registration.
  • An endpoint auto-deactivates after 5 consecutive failures; reactivate it on Rabisu once fixed.
  • Even without webhooks, the reconcile cron catches state (delayed but works).

Prices are wrong​

  • Markup rule priority: product > group > global. Check which rule matched for an unexpected price.
  • If an absolute override exists, markup/currency are skipped — check the override.
  • Is the rate for the relevant currency (tblcurrencies) defined in WHMCS?
  • Recompute with "Update Products".

Increase not reflected for an existing customer​

  • Is the reprice policy enabled for that product/group? Default is OFF.
  • Increases apply only on a rise and only to active/suspended services.
  • The new amount takes effect on the next renewal (the current invoice does not change).
  • Use "Increase Preview" to see which services would be affected first.

Console won't open (WS 1006)​

A known issue; the noVNC WebSocket connection cannot be established on the API/Virtualizor side. All features other than the console work. Contact support for details.

General​

  • If the problem persists, note the trace_id of the relevant call in the WHMCS Module Log and share it in your support request — it lets Rabisu find the request in its logs.