Customers and resellers – Administrator Guide

Customers and resellers are the people you host for. A customer owns one or more subscriptions. A reseller sells hosting to their own customers, using the resources and IP addresses you give them. You manage both under Hosting Services in the left menu: Hosting Services › Customers and Hosting Services › Resellers.

Both lists work the same way. Each one has a search box (name, login or email), a page-size selector, and these toolbar buttons for the accounts you tick:

Button	What it does
Add Customer / Add Reseller	Opens the form for a new account.
Convert to Resellers / Convert to Customers	Changes the type of the selected accounts.
Change Status	Sets the selected accounts to Active, Suspended or Disabled.
Remove	Deletes the accounts with all their subscriptions.

If the panel uses the Power User view (Tools & Settings › Interface Management), the Customers, Resellers and Service Plans entries are hidden from the menu.

Add a customer#

Go to Hosting Services › Customers and click Add Customer.
Under Contact information, fill in Contact name (required). The other fields are optional: Company name, Email address, Phone, Fax, Address, City, State/Province, Postal/ZIP code, Country, External ID and Notes. Use External ID for the account number in your billing system.
Under Access to the panel, enter a Login and a Password. A login may contain letters, digits, dot, @, - and _ (up to 64 characters). The password needs at least 10 characters with upper and lower case letters, a digit and a symbol.
Under Subscription, the box Create a subscription for the customer is ticked. Leave it ticked to create the first subscription now. Then enter the Domain name, Service plan, any Add-ons, the IP address, the System user name and the System user password. Untick the box if you want to add the subscription later.
Click Add Customer.

If the account is created but the subscription is not, the panel tells you why. You can then add the subscription from the customer's page with Add subscription.

Add a reseller#

Go to Hosting Services › Resellers and click Add Reseller.
Fill in the contact information, Login and Password as for a customer.
Choose a Reseller plan. None (no limits) gives the reseller no limits. To create plans, see Service plans and subscriptions.
Click Add Reseller.

View and edit an account#

Click an account name to open its page. The page shows these cards: Account, Subscriptions, Statistics (subscriptions, domains, disk space, traffic this month) and Panel users. A reseller's page also lists Customers of this reseller. The buttons at the top are:

Log in as customer / Log in as reseller (only while the account is active)
Edit: change the contact details. Set a New password, or leave it empty to keep the current one. You cannot change the login.
Backup Manager: backups of this account and all its subscriptions (see Backups)
Suspend or Activate
Remove

Panel users are extra logins the customer adds under Users in their own panel. You can see them here, with their role and the subscriptions they can access.

Change the status#

An account can be Active, Suspended or Disabled. When you change it, the panel also applies the new status to every subscription of the account, as a task in Task Manager. To change one account, open it and click Suspend or Activate. To change several at once, tick them in the list and use Change Status.

What visitors see on the websites of a suspended subscription depends on the plan setting Websites of suspended subscriptions (on the Hosting Parameters tab).

Convert between customer and reseller#

Tick the accounts in Hosting Services › Customers (or Resellers).
Click Convert to Resellers (or Convert to Customers).

The conversion has these rules:

A reseller who still has customers cannot become a customer. Move or remove those customers first.
Only your own customers can become resellers. A customer who belongs to a reseller cannot.
Converting clears the account's reseller plan. Choose a new plan with Edit afterwards if needed.

Log in as a customer or reseller#

Click Log in as customer (or Log in as reseller) on the account's page. The panel then opens as that account, and a bar at the top says You are in the panel of followed by the name. Click Back to administrator to return to your own panel.

You can also open one subscription directly with Open in customer panel on the subscription's page.

Resellers can log in as their own customers if their reseller plan allows Log in as their customers.

Give a reseller IP addresses#

Resellers create subscriptions on the IP addresses you assign to them.

Go to Tools & Settings › IP Addresses.
Click Edit next to an address.
Under Resellers, tick the resellers who may use it. Click Save.

The Resellers column shows who has each address. When a reseller adds a subscription, the IP address list offers only their addresses, and First address of my pool is the default. The reseller plan permission Manage the IP pool assigned by the administrator controls whether the reseller can manage these addresses.

Overselling#

A reseller plan sets totals the reseller can share among their customers: customers, subscriptions, disk space, traffic, domains, subdomains, aliases, mailboxes, databases and FTP accounts.

The Customers and Subscriptions limits always apply. The panel refuses a new customer or subscription that would go over them.
If Allow overselling is off (the default), the plans the reseller sells must fit into the reseller's totals. If a new subscription's plan would go over a total, the panel refuses it. The message names the limit, for example "Overselling is off: the reseller's subscriptions may have … of disk space together".
If Allow overselling is on, the limits of the customers' plans together may go over the reseller's totals.

Even with overselling on, the panel checks real usage. If a reseller's customers use more than a total, the panel sends the notice Reseller oversells resources, once a month for each limit. You can change who receives this notice and how under Tools & Settings › Notifications.

Remove an account#

Click Remove on the account's page, or tick accounts in the list and click Remove. The account is deleted together with all its subscriptions, websites, files and system users. Task Manager shows the removal of the subscriptions. This cannot be undone, so make a backup first if you may need the data.