Lost administrator login access

[Duc Nguyen]

Dear Support.
I am contacting you regarding an issue with our 3CX system management. Recently, we updated our subscription information with a new email address. Following this update, all of our current users with administrator privileges lost their access and are no longer able to log in to the admin console. Currently, we do not know which account is holding the root/system admin rights. Could you please guide me on how to regain admin control for our system? Please let me know what information or verification you need from our end to resolve this as soon as possible.

I tried to reset my password via email, but I haven't received any response.

Thank you for your support, and I look forward to hearing from you.

 

[KyriacosS_3CX]

Hello,

You can reach out to Customer Care via: https://www.3cx.com/contact/

 

[AshishKushwaha]

@Duc Nguyen I was in the same situation once. In this case, if you still have access to the 3CX server (whether it's Windows or Linux), you can log in to the server and create a backup of the 3CX configuration. To create a backup from the 3CX server, you can follow the steps provided in the 3CX documentation on the 3CX website. Once the backup has been created successfully, download the backup file from the 3CX server to your local system

Within the backup files, you can find the XML configuration file. By reviewing the XML file and scrolling through the entries, you should be able to identify the administrator email address or the extension associated with admin access.

Once you have identified the correct email address, you can use the 3CX password reset option to send a reset link and regain access to the management console.

 

[Duc Nguyen]

@Duc Nguyen I was in the same situation once. In this case, if you still have access to the 3CX server (whether it's Windows or Linux), you can log in to the server and create a backup of the 3CX configuration. To create a backup from the 3CX server, you can follow the steps provided in the 3CX documentation on the 3CX website. Once the backup has been created successfully, download the backup file from the 3CX server to your local system

Within the backup files, you can find the XML configuration file. By reviewing the XML file and scrolling through the entries, you should be able to identify the administrator email address or the extension associated with admin access.

Once you have identified the correct email address, you can use the 3CX password reset option to send a reset link and regain access to the management console.

The important thing is that after resetting the password, no confirmation email arrived. I can still access my 3cx domain, I just can't find the admin options.

 

[CXBridge Ops]

Hi @Duc Nguyen,

If you are using a 4 SC Free license, you can generate a backup from the command line, either on Windows or Linux, by following this guide: https://www.3cx.com/docs/backup-restore-command-line/

Once the backup has been generated and you have access to the backup files, locate the Db.xml file.

Inside that file, search for system_owners. This will allow you to identify the users that currently have that role assigned. Please verify which users are listed and try logging in using their extension number instead of the email address.

If access still does not work, try selecting another user and performing a password reset to confirm whether the issue is related to the SMTP server. If the reset works for any user, you can update the appropriate role assignment and then restore the backup again, following the guide shared above.