Use HostBill logs to reconstruct a specific event across the customer record, scheduled task and external provider. Start with a timestamp and object ID so the investigation remains focused and another administrator can follow it.
IN THIS ARTICLE
01 Choose the right evidence
- Record the affected invoice, account, domain, ticket or API identity and the approximate time with timezone. Note the expected result and what was actually observed.
- Open Extras > System Logs for application events and configuration changes. Filter by the relevant action, username or IP where available.
- For a service or domain action, inspect its individual log and the Task Queue Log. Match the target, scheduled time, result and reported error.
- For payment problems, review Payments > Gateway Log and the associated transaction. Compare those records with the provider's reference and status.
- For an integration call, review the API Usage log for the method, API ID, caller address and result. For ticket or mail issues, follow the relevant import and message history.
- Write a short evidence timeline showing the first failure, any retries and the current provider state. Preserve the original error wording in a restricted investigation record.
02 Share a useful support case
Include the HostBill and module versions, relevant IDs, timestamp, redacted error and checks already completed. Remove passwords, API keys, payment details and unrelated customer information from copied logs. Use the provider's private support channel for material it needs to investigate.
Keep enough evidence to distinguish a software fault from a permission, network or workflow issue. After resolving the incident, record the corrective action and how you verified recovery.
03 Example: build a payment incident timeline
Suppose an invoice remains unpaid even though the customer reports a successful payment. Start with one invoice and one provider reference, using the same timezone for each entry.
| Time | Evidence | Meaning |
|---|---|---|
| 10:02 UTC | Provider shows a successful receipt. | Check its amount, currency and invoice reference. |
| 10:03 UTC | Provider shows callback delivery failed. | The payment result may not have reached HostBill. |
| 10:05 UTC | No matching HostBill transaction is found. | Investigate delivery before recording or replaying anything. |
This illustrative sequence explains a missing update without assuming the customer must pay again. Attach the redacted provider reference and delivery error to the investigation, then follow the payment-notification recovery article.
Common questions
Does a successful queue entry prove the customer can use the service?
It confirms the recorded task result. Verify the actual remote resource and the customer-facing function that originally failed.
Why does a log show automation instead of a staff member?
A scheduled process may have performed the action. Trace its configured rule and earlier triggering event rather than assuming an unidentified administrator changed the account.