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My SMB account just vanished

Ridi

SMB User
Joined
Nov 14, 2024
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Hi,

can anyone please assist me, my SMB account which is the free account up to 10 users has suddenly stopped working, the url for my account still resolves but when I check on my portal the service has been removed.

is there any reason why this would happen ? its been working well for over 1 year, is there a limited time one can make use of the free SMB service?

I have since created a new account but obviously I had the previous account setup and linked to all the desk phones so im having to start all over again.

regards,
Ridi
 
3CX SMB is a free service that requires regular user activity, such as system logins, to keep accounts active. Accounts without recent activity are automatically cleared. If you were only using IP phones without logging into the system, this would explain why your account was removed.
 
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ok, I see. thanks for the response. I will keep on top of it moving forward.

is it possible to convert the SMB free service to a paid hosted service without losing your configs ?
and does the paid service run on the same hosted services ?
 
This just happened to me too. Spent all day recreating my service. It seems like actively using your IP phones should count as an active account.
 
There's not a direct conversion from/to a free/SMB account. You can export users then import users, for example. You could install the new server with 5 digit extensions so those are retained. The server hostname would of course change.

AFAIK it's the same back end system, but paid is not a shared/multi-tenant account.
 
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I just had the same happen, also on or since Friday with no warning. I have some Free accounts and some Pro accounts, and as above, it is gone from the portal, URL resolves but unable to login and SIP trunk is unregistered.
Reset Password also fails, with no email sent.
The account was set up in May, and is used with IP Phones.

Very aggressive move to do this without even an email. Also going to have to set it up again. :-(

Does using the 3CX mobile app count as recent activity?

Regards,
Malcolm Snelgrove
3CX Bronze Partner
 
Which version is 3CX SMB?

I've got 2 x "3CX FREE" 10 user instances in my portal that I made for having a look around. Hadnt used them or logged in to them at all and they're still active.
 
Hi,

An SMB Free system should be logged into via the web interface at least once a month to ensure it stays active.
 
Hi Alphabetic,
That is what I have as well in the partner portal "3CX FREE 10 user". I just logged into my remaining Free accounts, can't take a backup but I did see under the web client Settings there is a entry and a link to Active Connections with a expiry date. Not sure if that is referring to the current session as expiry is set to 2 months in the future.
There is also a report on User Activity but nothing in the manual about either option so I don't know if this related top removing "inactive" 3CX Free instances.

I would log in to your 3CX Free instances regularly in any case to forestall this happening to you.
 
Sunburnt said:
Hi Alphabetic,
That is what I have as well in the partner portal "3CX FREE 10 user". I just logged into my remaining Free accounts, can't take a backup but I did see under the web client Settings there is a entry and a link to Active Connections with a expiry date. Not sure if that is referring to the current session as expiry is set to 2 months in the future.
There is also a report on User Activity but nothing in the manual about either option so I don't know if this related top removing "inactive" 3CX Free instances.

I would log in to your 3CX Free instances regularly in any case to forestall this happening to you.
Click to expand...
Luckily, they're not for production and just for me to refer to.
 
KyriacosS_3CX said:
Hi,

An SMB Free system should be logged into via the web interface at least once a month to ensure it stays active.
Click to expand...
Thank you for the confirmation.
Is this communicated to partners/3CX Free account holders? I can find no email from 3CX with this change in policy. It is difficult to check up with all of the changes the last 2-3 years with the 3CX free/SMB accounts. If it is brought up in the training sessions, not all of us can attend or even register in time for the complete series of 3CX training sessions for each new versions.
 
As far as I remember, there was no information about this from 3cx. However, we don't support any 3cx SMBs, so we never noticed it.
 
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This is the way is should be done....NOT!

Well done, 3CX. Sending an email some days ahead would be a nice option....
 
Paying customers should be placed on a Multi Company instance if very small, or a proper dedicated instance. In this cases plenty of communication precedes any type of action or change.
 
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Seems that sending a warning to the admin wouldn't be too much of an effort ?
 
I had my SMB Free deleted as well and now we are without phone service. I am a small business owner, not an IT professional, and reconnecting is a bit daunting. I am using a Twilio trunk, and don't see a manual configuration option any more, and can't figure out how to reconnect to my trunk with autoconfiguration. Are there any guides on how to do this?

Thanks for any hints anyone might have!
 
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SteveITS said:
We don't use them, but there are instructions partway through step 3 here: https://www.3cx.com/docs/sip-trunk/twilio/
Click to expand...
Thanks so much! That did the trick. Just seeing that it should be possible was key. ChatGPT was telling me it was impossible. The problem was 3CX grabbing the old IP from Twilio. When I deleted it and re-added the trunk all was well.
 
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ChatGPT can be quite outdated, use our documentation, forums or the search on our website that is kept up-to-date.
 
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