Paid 3CX Instance Still Online but No Longer Associated With My Account – Locked Out of Admin Access

[Jon4451]

Hello,


I’m looking for advice on a situation with my 3CX system.


I purchased my paid 3CX license directly from 3CX and have been managing the system myself. Recently, I discovered that:

• My 3CX instance is still online and accessible via the same domain and IP address.
• The login page loads normally.
• My administrator credentials no longer work and return “Invalid username or password”.
• The PBX is no longer associated with my 3CX customer account.
• I did not authorize any ownership transfer or account changes.
• I did not receive any email notifications regarding a transfer, ownership change, or reassignment.

I still have:

• The original license key.
• Proof of purchase.
• Access to the original email account used when purchasing the license.

I’m trying to understand:

1. How a 3CX instance can become unlinked from a customer account without the account owner receiving a notification.
2. Whether a compromise of the PBX admin account alone could cause this.
3. What logs or records 3CX support can check to determine if the instance or license was reassigned to another account.
4. Whether anyone has experienced a similar situation.

Any guidance would be appreciated. Thank you.

The system linked isn’t correct but I am not able to contact anyone without setting up a new system

 

[CXBridge Ops]

Hi @Jon4451

Please create a support ticket through the following link and include the license key:

https://www.3cx.com/contact/?lang=en

Also, are you trying to log in using both the email address and the extension number? Please try both options and let us know if the issue persists.

One more question, if this is a paid license, is the system deployed On-Premise or Hosted?

 

[Jon4451]

It is hosted it is no longer even linked to my account I don’t know what’s going on