Email account not listed in cPanel but exists

Vortex

Registered
Jun 10, 2004
2
0
151
I changed the password for an email account in cPanel and it is now no longer listed in the list of email accounts under Mail - Add/Remove/Manage Accounts. I tried to re-add the email account and cPanel says that it already exists! However, I cannot download email now from the account. I updated cPanel and WHM but this problem still persists. Any ideas? How can I edit or update the email account when it is not listed properly in cPanel? Can I delete the email account manually in Linux and then re-add the account in cPanel? If so, how would this be done?
 

fniederm

Member
May 8, 2003
20
0
151
Same here on one account. I did have a hw-crash and reput the mailboxes to an account, they are working but not showing up in cpanel.

Anyone got an idea how to make them appear again?

thanks
 

jimchacko

Member
Sep 30, 2006
5
1
151
Hey,

I dont whethe you got this solved this or not. I cane across similar issue lately and wht i did was to check this

1 check the OWNERSHIP of the following:

# /home/$user/etc/$domain/passwd
# /home/$user/etc/$domain/shadow

it should be user:mail

If it is correct, then wht we can do is to check if the entries are there in the passwd and shadow file for the account that is missing. If tat too is there then remove those lines (after taking backups :p) Then you should be able to re-create the account in the cpanel.

Then move the folder contents of the account that vanished to newly created one.

That did the trick for me. Worth a try
 
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Rolando Lopez

Registered
Apr 1, 2019
3
1
3
Mexico
cPanel Access Level
Root Administrator
i experienced same issue, but in centos 6.10 and whm 84.0.21my solution was different. I found one rare file, probably some corruption in shadow file, there was only one and incomplete line, but system generated a shadow.roottn.bak file, that file had a backup of all accounts and encrypted passwords, so I copy the file and verified permision should be $user:$user with -rw-r----- and problem was solved, anyway for security reasons I changed every password in the list.
 

martin MHC

Well-Known Member
Sep 14, 2016
292
69
78
UK
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Root Administrator
Rolando, just as a small note but CentOS 6 is no longer fully supported and all support (inc. security issues) will cease entirely by the end of this year. I would very highly recommend you plan on updating to a much newer CentOS system over the coming months.
 

Esquio

Member
Feb 29, 2016
23
5
53
Spain
cPanel Access Level
Root Administrator

cPRex

Jurassic Moderator
Staff member
Oct 19, 2014
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@Esquio - the most likely explanation is that the account is compromised in some way, as only the cPanel user would have access to, and be able to delete, those files. I'd check the /usr/local/cpanel/logs/access_log file on the server for any traces of unauthorized access to the account and go from there.
 
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DennisMidjord

Well-Known Member
Sep 27, 2016
330
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Denmark
cPanel Access Level
Root Administrator
I'm concerned about why the /etc folder was empty
In 100% of the cases this has happened to us, it's due to the users trying to "clean up". They simply didn't know what the /etc folder was for, and they didn't make it themselves. They just deleted it for that reason.

In all my years with cPanel and hosting websites for tens of thousands of customers, never once has this not been caused by the user. Some users denies deleting it but we can see in the FTP log that the folder was deleted from the same IP address that they used to contact us.

I really wish there was a way to prevent the user from deleting specific folders
 
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quietFinn

Well-Known Member
Feb 4, 2006
1,701
352
438
Finland
cPanel Access Level
Root Administrator
...
In all my years with cPanel and hosting websites for tens of thousands of customers, never once has this not been caused by the user. Some users denies deleting it but we can see in the FTP log that the folder was deleted from the same IP address that they used to contact us.
...
And many times the folder is in the trash folder
 
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Esquio

Member
Feb 29, 2016
23
5
53
Spain
cPanel Access Level
Root Administrator
In 100% of the cases this has happened to us, it's due to the users trying to "clean up". They simply didn't know what the /etc folder was for, and they didn't make it themselves. They just deleted it for that reason.

In all my years with cPanel and hosting websites for tens of thousands of customers, never once has this not been caused by the user. Some users denies deleting it but we can see in the FTP log that the folder was deleted from the same IP address that they used to contact us.

I really wish there was a way to prevent the user from deleting specific folders
Some of my clients that suffers this problem never accessed on their cPanel or FTP services. They are old people that have no knowledge about this, even they have not their passwords to allow a login. Some other things are happening to allow disapppear all /etc content, sometimes except some files.