When you sell hosting under your own brand, your customers come to you first when their website stops loading. This guide gives Domain India reseller customers a fixed order of checks, from the ones that take ten seconds to the ones that need the logs, so you can find the cause quickly, fix what is in your hands and know exactly what to send us when it is not.
Start with the error the visitor actually sees: a DNS error, a timeout, a suspension page and a 500 error each point somewhere different. Then check, in order: your own reseller service is active, the customer's account is not suspended, the domain has not expired and points to the right nameservers, the visitor's IP is not blocked, and the site is not hitting a resource limit or a code error. If all of that is clean, open a ticket with the domain, the exact error and the visitor's IP address.
1. Get the exact symptom first
"The website is not loading" can mean a dozen different things. Ask your customer for a screenshot, or open the site yourself in a private browser window, and match what you see:
| What the browser shows | What it usually means | Go to |
|---|---|---|
| Site can't be reached, DNS_PROBE or NXDOMAIN | The domain does not resolve: expired, wrong nameservers, or missing records | Section 3 |
| Connection timed out, but other sites work | The visitor's IP may be blocked by the server firewall | Section 4 |
| Account suspended page | The hosting account, or your reseller account, is suspended | Section 2 |
| 500 Internal Server Error | Usually a code or .htaccess problem on the site | Section 5 |
| 503, 508 or Resource Limit Is Reached | The account is hitting its CPU, memory or process limits | Section 5 |
| 403 Forbidden | Permissions, an index file missing, or a security rule | Section 5 |
| A default page or the wrong website | The domain points to the wrong server or folder | Section 3 |
| Certificate or privacy warning | SSL not yet issued, or the domain points elsewhere | Section 6 |
Also ask: does it fail for everyone, or only for one person or one office? A site that works on mobile data but not on the office Wi-Fi is almost always an IP block, not a site problem.
2. Check account status: yours and your customer's
Two different accounts can be suspended, and they look the same to the visitor.
- Your reseller service. If an invoice for your reseller plan is unpaid past its due date, every account under it can stop. Check your hosting services and your invoices in the Domain India client area. Renewal invoices are generated before the due date, and the service renews only when the invoice is paid; we never charge a saved card automatically.
- Your customer's account. On cPanel reseller hosting, open WHM and check List Accounts or Manage Account Suspension. On DirectAdmin reseller hosting, check the user list in the reseller level of DirectAdmin. If you suspended the account for non-payment in your own billing system, unsuspend it there too, or it will be suspended again.
After unsuspending, re-test with ?t=1 added to the URL (see section 5), because a cached suspension page can linger.
3. Check the domain and its DNS
Most "not loading" reports on new or recently changed sites are DNS problems.
- Check the domain has not expired.Run a WHOIS lookup. An expired domain stops resolving, whatever the hosting status. If the customer registered it elsewhere, they must renew it there.
- Check the nameservers.They must be the nameservers of the server that hosts the account: your private nameservers, or the hosting nameservers shown in the account details.
- Check the records resolve.From a terminal, run the commands below and compare the IP address with the account's server IP in WHM or DirectAdmin.
- Allow time after a change.A nameserver change usually takes effect within a few hours and can take up to 24 to 48 hours to reach every network.
dig +short NS customerdomain.com
dig +short A customerdomain.com
dig +short A www.customerdomain.comIf you use private nameservers such as ns1.yourbrand.com, the glue records at the registrar of yourbrand.com must point to the right IP addresses, or every domain that uses them stops resolving at once. See how to set up private nameservers. If the customer keeps DNS elsewhere, such as Cloudflare, the A records for @ and www must point to the account's server IP; see how to change your domain DNS settings.
4. Check whether the visitor is blocked
The shared servers block an IP address automatically after repeated failed logins to cPanel, DirectAdmin, FTP or email. When that happens, the website, the panel and webmail all stop loading for everyone on that connection, while the site works for everyone else.
Typical causes are an old email password saved on a phone or a mail app, or an FTP client with a wrong password retrying in the background. Ask your customer to:
- Confirm the site loads on mobile data but not on their normal connection.
- Fix the password on every device and app before anything else, or the block comes back.
- Send you their public IP address (searching "what is my IP" shows it).
Then open a ticket with that IP address and the domain, and we will check the firewall. More detail is in I can't reach my server: have I been blocked?
5. Check resource limits and site errors
If the domain resolves and nobody is blocked, the problem is inside the account.
Resource limits. Every account has its own CPU, memory and process limits. When it hits the entry-process limit, visitors get a 508; memory and process faults give a 500 or 503. Check the account's Resource Usage page in cPanel for faults, and read understanding the Resource Limit Is Reached error. A site that hits its limits repeatedly needs caching, fewer plugins, or a bigger package.
500 errors. The most common causes on our servers:
- A
php_valueorphp_flagline in.htaccess. PHP does not run as an Apache module on our servers, so these lines cause a 500. Move the setting to the PHP settings in the panel. - On DirectAdmin, an
Optionsvalue in.htaccessother than Indexes, IncludesNOEXEC, MultiViews, SymLinksIfOwnerMatch, FollowSymLinks or None. - A plugin, theme or code update. Check the error log.
See troubleshooting 500 Internal Server Error and, for 403, resolving HTTP error 403 Forbidden.
Read the logs. The error log usually names the exact file and line. See reviewing error logs in cPanel and DirectAdmin.
On our cPanel servers, nginx sits in front of Apache and caches successful pages for up to 120 minutes. It can keep serving an old copy of a page while Apache is returning an error, or keep showing an error after you have fixed it. Add ?t= and any text to the URL, for example https://customerdomain.com/?t=123, to see what the server returns right now.
6. SSL warnings
Free SSL can be issued only once a domain points to the account (on cPanel this then happens automatically). If the domain was just moved to us, the certificate follows once DNS points to the server; until then, visitors can see a certificate warning. If a site shows mixed-content warnings after SSL is issued, the site still loads some files over http://; update those links in the site or CMS settings.
7. When to send it to us
If every check above is clean, or the problem affects many of your customers at once, open a ticket. Include:
- the affected domain or domains, and whether other accounts on your reseller plan work;
- the exact error, a screenshot, and the time it started;
- the result of the
digcommands in section 3; - the visitor's public IP address, if only some people are affected;
- what you have already checked and changed.
That lets us go straight to the cause instead of repeating your checks. Support is on 24/7 live chat, and tickets get a first response within 15 minutes; how long a fix takes depends on the issue.
8. Domain India reseller hosting
Domain India sells white-label reseller hosting with cPanel/WHM or DirectAdmin, and ASP.NET reseller hosting with Plesk. You create and manage your customers' accounts yourself, and can use private nameservers under your own brand. Compare plans and prices on the reseller hosting page.
Frequently asked questions
Why does my customer's website work on mobile data but not on their office internet?
The office IP address has most likely been blocked by the server firewall after repeated failed logins, often from an old email or FTP password saved on a device. Fix the password on every device, then open a ticket with the office's public IP address so the block can be checked.
How do I check whether a customer's account is suspended?
On cPanel reseller hosting, open WHM and look under List Accounts or Manage Account Suspension. On DirectAdmin reseller hosting, check the user list at the reseller level. Also check that your own reseller service and its invoices in the Domain India client area are paid and active.
How long does a website take to load after changing nameservers?
A nameserver change usually takes effect within a few hours and can take up to 24 to 48 hours to reach every network. Use dig or an online DNS lookup to see whether the new nameservers and IP address are showing.
Why does the site still show an error after I fixed it?
On our cPanel servers, nginx caches successful pages for up to 120 minutes in front of Apache, and your browser may cache too. Add ?t= and any text to the URL to see what the server returns now, and test in a private window.
Why does a php_value line in .htaccess cause a 500 error?
PHP does not run as an Apache module on Domain India's servers, so Apache rejects php_value and php_flag lines and returns a 500. Remove the line and change the PHP setting in the control panel instead.
What should I include when I contact Domain India support?
The affected domains, the exact error with a screenshot and start time, the dig results for the domain, the visitor's public IP if only some people are affected, and what you have already checked. Open the ticket from the client area.
Ready to work through it? Keep this checklist handy, check your hosting services first, and if the cause is on our side, open a ticket in the client area or use the public ticket form.
Send us the domain, the exact error and the visitor's IP address, and we will pick it up from where your checks stopped.
Open a ticket