After license upgrade to Professional 4 SC – FQDN shows green check but website shows ERR_CONNECTION_TIMED_OUT

[walkinthewoods]

We recently upgraded our on-premise/self-hosted 3CX license to Professional 4 SC (paid via credit card on the 3CX shop/website).

• The process went smoothly: redirected to the shop, paid, and received official order confirmation email from 3CX dated December 23, 2025 stating the invoice is PAID.

From December 23 until now it worked great. Something happened today.

• In the Management Console (portal.3cx.com, everything appears correct:
  • Our FQDN is displayed
  • Green checkmark/circle next to the FQDN (system shows fully activated and connected)

However, we cannot access the FQDN externally at all:

• All browsers (Edge, Chrome, Firefox) on multiple devices, networks, and ISPs show ERR_CONNECTION_TIMED_OUT (pure timeout — no certificate warning or redirect)

 

[walkinthewoods]

One important note is that we were a hosted client. Where did our system go?

 

[KyriacosS_3CX]

Hi,

You can contact customer care https://www.3cx.com/contact/ for further info.

 

[Kevin Attard Compagno]

Hi,

It seems very likely that when the license key was renewed, the hosting renewal was omitted by the person making the renewal.