Most reseller hosting problems fall into a handful of patterns: you can't create an account, a client's site shows "Account Suspended", a client can't log in, email stops working, a site is slow, or DNS changes don't seem to take effect. This page gives the first fix for each, for cPanel/WHM and DirectAdmin reseller plans, and tells you when to hand the problem to Domain India.
Check the simple things first: your reseller plan's limits, the account's status, the client's login address and port, the domain's DNS. Many "outages" are a blocked IP address: if the site works on mobile data but not on the client's office connection, open a ticket with that public IP. Anything on the server side, or anything hitting several accounts at once, goes to Domain India by live chat or ticket.
This page is the quick checklist. The complete method, with what to include in a ticket and who handles what, is in technical support for Domain India reseller hosting.
1. You can't create a new account
- Account limit. cPanel reseller plans have a fixed number of cPanel accounts; compare List Accounts in WHM with your plan. DirectAdmin reseller plans have no account limit, but disk and bandwidth still apply.
- Disk or bandwidth already handed out in full: lower an unused package or remove old accounts, or upgrade the plan.
- "Domain already exists": it may sit in another account on the server. Open a ticket with the domain name.
2. A client's site shows "Account Suspended"
- Check the account's statusin WHM List Accounts or DirectAdmin List Users. If you suspended it, unsuspend it there.
- If you didn't suspend it,the suspension came from our side, for example an overdue invoice on your reseller plan or an abuse or security problem on that account. Check your invoices and email, then open a ticket.
- Still showing after unsuspending?On cPanel servers, a cache in front of the site can keep serving the old page for a while. Add
?t=and any text to the address, for examplehttps://clientdomain.com/?t=1, to see what the server returns now.
3. A client can't log in to cPanel or DirectAdmin
- Wrong address or port. Clients use cPanel on port 2083; WHM on 2087 is for you, the reseller. DirectAdmin uses port 2222.
- Wrong password. Reset it from your WHM or DirectAdmin reseller panel and send the client the new one securely.
- Blocked IP. Repeated failed logins, often from an old password saved in a mail app or FTP client, make the server firewall block the client's IP. If the panel opens on mobile data but not on their normal connection, fix the saved password on every device, then open a ticket with their public IP. See temporary IP blocks after failed logins.
- Suspended account. A suspended account can't log in; see section 2.
4. Email stops working
- MX record. The domain's MX must point to the server when mail is hosted here. In the client's cPanel, Email Routing should be Local Mail Exchanger for mail hosted on our server; choose Remote only when mail is hosted elsewhere, such as Google Workspace.
- Mailbox full. Mail to a full mailbox bounces. Raise the quota or clean out old mail.
- Sending limit. Outgoing mail is limited to 200 messages per hour per account on our cPanel servers and 1,000 per day (200 per mailbox by default) on DirectAdmin. Newsletters belong on a newsletter service.
- Spam folder or blacklist. Check SPF, DKIM and DMARC first; see email authentication. If the server IP is listed on a blacklist, open a ticket; a shared hosting account's IP can't be changed.
More email checks are in troubleshooting email on reseller hosting.
5. Slow sites and slow WHM
A slow client site is usually the account hitting its CPU, memory or process limits (508 and 503 errors are the signs), heavy plugins or no caching. For WordPress, use WP Super Cache or W3 Total Cache; our shared servers run Apache, so LiteSpeed Cache is not the right plugin. See slow sites on reseller hosting and the Resource Limit Is Reached error.
If WHM itself is slow, try another network first; if several accounts are slow at once, open a ticket.
6. DNS changes don't seem to work
Zone changes in WHM or DirectAdmin only matter if the domain uses the server's nameservers; see how do I change my nameservers. Check the real answer with dig yourclientdomain.com A +short rather than the browser. Resolvers keep old answers for the record's TTL, and nameserver changes can take a day or two to reach every network. On Windows, ipconfig /flushdns clears your own cache.
7. When to contact Domain India
For a site that doesn't load at all, follow website not loading on reseller hosting. Open a ticket when several accounts fail at once, when the error log points to the server, when a client's IP is blocked, when an account was suspended by us, or when you need a backup restored or your plan upgraded. Support is by 24/7 live chat and tickets at /client/support/new, and every ticket gets a first response within 15 minutes. There is no phone support.
Domain India sells white-label reseller hosting with cPanel/WHM or DirectAdmin; compare plans on the reseller hosting page.
Frequently asked questions
Why can't I create more cPanel accounts on my reseller plan?
Each cPanel reseller plan has a fixed number of cPanel accounts, and all plans have disk and bandwidth limits. Check List Accounts in WHM against your plan, lower unused package allocations, or upgrade the reseller plan.
A client's site says Account Suspended, but I didn't suspend it. Why?
The suspension came from Domain India's side, for example an overdue invoice on your reseller plan or an abuse or security problem on that account. Check your invoices and email, then open a support ticket.
My client's site works on mobile data but not in their office. What is wrong?
The office IP address has most likely been blocked by the server firewall after repeated failed logins. Fix any saved old passwords, then open a ticket with the office's public IP address.
Ready to fix it? Work through the checklist, read technical support for reseller hosting for the full method, or open a ticket with the domain, the exact error and what you have checked.
Send the domain, the exact error and what you have already checked. Every ticket gets a first response within 15 minutes.
Open a ticket