Unable to log in Plesk. Access denied: Your subscription was removed.

Created:

2016-11-16 12:43:08 UTC

Modified:

2017-04-24 12:14:11 UTC

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Unable to log in Plesk. Access denied: Your subscription was removed.

Applicable to:

  • Plesk 12.5 for Linux
  • Plesk 11.5 for Windows
  • Plesk 11.5 for Linux
  • Plesk 12.5 for Windows

Symptoms

The subscription 'example.com' is present in Plesk and it is possible to log in as user john@example.com .

Domain 'domain-example.com' was created under subscription example.com but it is not possible to log into Plesk as user john@domain-example.com . The following error appears:

Access denied: Your subscription was removed.

Cause

Such beahvior is known as bug #PPPM-1488 and is fixed in Plesk 12.

Root cause is subscriptionDomainId was set to the child domain_id instead of main domain_id :

mysql> select login, email,subscriptionDomainId from smb_users where email like '%domain-example.com';
+---------------------------------+---------------------------------+----------------------+
| login | email | subscriptionDomainId |
+---------------------------------+---------------------------------+----------------------+
| john@domain-example.com | john@domain-example.com |21 |
+---------------------------------+---------------------------------+----------------------+
1 row in set (0.00 sec)

mysql> select id, name from domains where name like '%example.com%';
+----+-------------------------+
| id | name |
+----+-------------------------+
| 20 | example.com |
| 21 | domain-example.com |
+----+-------------------------+
2 rows in set (0.00 sec)

Resolution

  • Upgrade Plesk installation to latest 12 version.

  • In case uprade is not an option the problem can be fixed by changing the reference to the main domain:

    mysql> update smb_users set subscriptionDomainId=20 where email like '%domain-example.com';
    Query OK, 1 row affected (0.04 sec)
    Rows matched: 1 Changed: 1 Warnings: 0
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