Resetting instance without config file

[Scott EIT]

Hi

Hi all,

I'm a Bronze Partner trying to recover a customer's 3CX system after a compromise and I'm struggling with the new V20 deployment process.

Background:

• Original 3CX system was compromised.
• I have a valid 16-character licence key for the customer.
• Original server is no longer available.
• I have a pre-compromise backup from 2025 and a support info ZIP from the old system.
• Restoring the old backup has already caused numerous issues and I'd prefer to rebuild from scratch.

Current situation:

• I've deployed a fresh V20 instance on Vultr.
• During initial setup I am only presented with:
  • "Upload a new Configuration file created on 3CX"
  • "Restore a backup"
• I do not have access to the customer portal account that originally owned the licence.
• I only have the 16-character licence key.
• I do not have the original welcome email or .3cxconfig file.

Questions:

1. Is there any way to generate or recover a valid V20 configuration file using only the licence key?
2. Can a Bronze Partner recover ownership/access to a licence when the original portal account is unavailable?
3. If I restore a backup from a different V20 system purely to get through onboarding, can I later replace the licence with the customer's existing paid licence and rebuild the configuration manually?
4. Has anyone successfully activated a fresh V20 deployment using only a licence key where the portal account access was lost?

At this point I'm trying to determine whether there is a technical workaround or whether I need 3CX to intervene and reassign/recover the licence record before I can proceed.

Any advice would be greatly appreciated.

Thanks.
Scott

 

[SteveITS]

You should be able to create a new configuration file at that point: https://www.3cx.com/docs/pbx-vultr-marketplace/