Unable to activate suspended customer or subscription in Plesk: The subscription is suspended because its subscriber was suspended

Symptoms

• Cannot activate suspended customer/subscription:

  Error: Some of the selected customers were not activated.
  The account is still suspended due to the following reason: The account is suspended because its owner was suspended.

  Error: Some of the selected subscriptions were not activated.
  The subscription is still suspended due to the following reason: The subscription is suspended because its subscriber was suspended.

  Error: The account is still suspended due to the following reason: The account is suspended because its owner was suspended.

• The subscription owner (customer) is active
• The customer owner (reseller) is active

• Cannot export database dump:

  Unable to export dump: The subscription is suspended

• In some cases, domain's status is 0 (active) but subscription's status is 2 (suspended):

  mysql> select status, webspace_status from domains where name='example.com'G
  *************************** 1. row **************************
  status: 0
  *************************** 2. row **************************
  webspace_status: 2

• MySQL server hung during the subscription activation.

Cause

Inconsistency in Plesk database.

Resolution

Note: This article may require additional administrative knowledge to apply. If any help required, contact server’s administrator or hosting support.

1. Connect to a Plesk server via SSH/RDP.

2. Create a dump of Plesk database:

   • For Linux:

     # plesk db dump psa > /root/psa_backup.sql

   • For Windows Server:

     C:> plesk db dump psa > C:psa_backup.sql

3. Access the Plesk database:

   # plesk db

4. Activate the customer or subscription (replace the John Doe/example.com with actual name):

   • Activating the customer:

     mysql> UPDATE clients SET status=0 WHERE pname='John Doe';

   • Activating the subscription:

     mysql> UPDATE domains SET status=0, webspace_status=0 WHERE name='example.com';

5. Once done, log in to Plesk, then suspend the customer or subscription from the step 4 and activate it back: