How to fix a panel that won't connect

A panel connection is tested when you add the panel, when you click Test Connection, and automatically about every 30 minutes. When it fails, the portal tells you what is wrong in plain words. This guide lists those messages and what to do about each one.

1Step 1 of 3Find the message

• While adding a panel: the message starts with Panel not saved. Nothing was saved, so fix the detail and add the panel again.
• For a panel you already added: go to Panels → All panels. A failing panel's card has a red border and a Connection problem label, a short title (for example XUI is blocking our servers), the cause and the steps to fix it. The panel's own message is under Raw error.

2Step 2 of 3Fix the cause

Look up the title in the list below. Most fixes are a setting on the panel side, or a detail in your panel settings here. To change the address, login or key, click Manage on the panel, then Fix connection settings (or Edit). Change the field and click Save Changes.

3Step 3 of 3Test again

On the panel's page, click Test Connection. Under Connection Status, each way of connecting (API and browser login) also has its own Test button. When the test passes, the panel's error clears. Orders that failed while the panel was down are retried automatically; see Fix orders that are stuck on the panel for any that are left.

Messages and what to do

"… is blocking our servers"

The panel, or Cloudflare or a firewall in front of it, refuses requests from our servers. Allow our server addresses on the panel's firewall or in Cloudflare, and in the panel's own IP allowlist if it has one. In Cloudflare that is Security → WAF → Tools → IP Access Rules → Allow. If Cloudflare's Bot Fight Mode or Under Attack mode is on, add a rule that skips them for the panel's API address.

The addresses to allow are listed in the steps on a failing panel's card, and in the Panel not saved message when a blocked panel can't be added. For an NXT panel they are also on its Edit page, under Cloudflare / Captcha Protection. You can also ask for them under Help → Contact platform support. If you are a reseller without access to the panel's settings, send the addresses to your panel provider.

"The address of … cannot be found", "Nothing answers at the saved … address" or "We could not reach that … address"

The saved address is wrong: a typo, a missing port, http instead of https (or the other way round), or a login or dashboard page instead of the panel's root. Open the panel in your own browser and copy the address exactly: http:// or https://, the host and the port, for example https://panel.example.com:8080. Leave off paths like /login or /dashboard.

If the address works in your browser but we still can't reach it, the panel is probably blocking our servers (see above).

"That address is a web page, not the … API" or "No … login form at that address"

The address opens a web page, but it's not the part of the panel we need, or it's a different kind of panel than the type you chose.

• For API panels (for example NXT or the XUI API), use the API address from your panel provider. It is often different from the page you log in on.
• For browser-login panels, use the address of the login page.
• Not sure which panel type you have? On Panels → All panels, click Detect my panel. If you chose a type that doesn't match a known panel address, the message says which type to choose instead.

"… rejects the login" or "… rejected the request"

The username, password or API key saved here is no longer accepted, or the reseller account has no API rights. Sign in to the panel yourself with the same login to check it still works. If the panel uses an API key, create a new one there. Then save the working login or key here.

For NXT, the API Token is needed for the API. Without it, the panel refuses its API.

"… shows a captcha on login"

The panel asks for a captcha before signing in. Add your 2Captcha key under Panels → Captcha for panel login. Without your own key, each captcha we solve costs €0.05 from your platform credit.

"… sits behind an extra password prompt"

A web-server password pop-up appears before the panel's login page. Open the panel's settings, tick This panel is behind an nginx / login gate and enter that username and password. Or use the panel address that opens the login page directly, without the prompt. Your provider can tell you which one.

Two-step login

If the reseller login asks for a one-time code, the automatic login stops there. The simplest fix is a separate reseller login for your store without two-step sign-in.

"… has a certificate problem"

The panel's https certificate is invalid, expired or self-signed. If the panel is normally reached over plain http, save its address with http://. Otherwise the certificate must be renewed on the panel, by you or your provider.

"… refuses the connection" or "… does not answer in time"

Nothing answers on that port, or the panel is very slow. Check the port in the saved address, and open the panel in your browser to see whether it's up. If it works for you but not for us, the panel may be blocking our servers.

"… is temporarily unavailable" or "… answered with an internal error"

The panel itself has an outage or an error (HTTP 500, 502, 503 or 504). That's on the panel's side. Wait a while: checks continue by themselves and the flag clears on the first success. If it lasts for hours, contact your panel provider.

"…: your reseller account is out of credits"

The panel refuses to create or extend lines until you top up your credits with your panel provider. Orders that failed for this reason are retried once credits are available.

"This failed on our side, not yours"

The part of our system that signs in to panels was restarting at that moment. Try again in a minute; nothing needs changing.

Still stuck?

Send us the panel type and the Raw error text under Help → Contact platform support. If your panel isn't in the list at all, use Request a panel at the end of Add New Panel.