Question
Why can't Plesk Customer Service team change, renew, upgrade or cancel my license that was purchased through a partner?
Answer
The license was not purchased directly from Plesk (Plesk Online Store), but through a partner: a hosting provider, reseller or marketplace. The partner is the contract and billing party. Plesk has no access to the partner's customer agreement, prices, invoices or payment terms, and cannot make commercial changes on the partner's behalf.
That is why the Plesk Customer Service team directs you to your license provider: only the partner who sold the license can change, renew, upgrade or cancel it.
How to find your license provider
- Check the invoice or receipt: the seller's name is usually printed at the top.
- Search your mailbox for the order confirmation email (keywords: "Plesk", "license", "order").
- Check the billing portal of your provider for subscriptions that mention Plesk.
- If Plesk came bundled with a server, VPS or hosting plan, the provider of that server is usually the license provider.
If several people manage your infrastructure, ask the administrator who ordered or set up the server.
How to contact the provider
Use the support page, ticket system or customer portal of the provider. Mention that you need help with your Plesk license and provide:
Use the support page, ticket system or customer portal of the provider. Mention that you need help with your Plesk license and provide:
- The license key or license number (in Plesk: Tools & Settings > License Management)
- The server name or IP address
- The order or invoice number
- The account email or customer ID used with the provider (if applicable)
What Plesk Customer Service team can still help with
- Explaining how licenses and editions work in general
- Confirming that the license belongs to a partner
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