Common Reseller Hosting Issues and Fixes

This guide covers the most frequently encountered issues in reseller hosting and step-by-step solutions.

Issue 1: Cannot Create New Accounts

Fixes:

1. Check account limits in List Accounts vs. your plan maximum
2. Verify disk space availability
3. Check bandwidth usage
4. Try a different hosting package
5. Ensure the domain is not already on the server

Resolution: If you hit plan limits, contact {{COMPANY_NAME}} to upgrade.

Issue 2: Client Website Shows "Account Suspended"

Fixes:

1. Check account status in WHM List Accounts
2. Look for server-level suspension (TOS violations) — check email notifications
3. Try unsuspending via Manage Account Suspension
4. Ask client to clear browser cache if recently unsuspended

Issue 3: Client Cannot Access cPanel

Fixes:

1. Reset password in WHM
2. Check cPHulk for IP blocks (Security Center > cPHulk Brute Force Protection)
3. Verify account is not suspended
4. Ensure client uses correct URL (port 2083, not 2087)

Issue 4: Email Not Working for Client

Fixes:

1. Verify MX records in DNS Functions > Edit DNS Zone
2. Check email routing in client's cPanel (should be "Local Mail Exchanger")
3. Check disk quota — email fails when quota is exceeded
4. Review spam filter settings
5. Check server IP against blacklists at mxtoolbox.com

Issue 5: Website Loading Slowly

Fixes:

1. Check resource usage — CloudLinux limits may be throttling
2. Suggest database optimization via phpMyAdmin
3. Recommend image optimization
4. Suggest deactivating unused WordPress plugins
5. Enable caching (LiteSpeed Cache or WP Super Cache)
6. Consider upgrading the hosting package

Issue 6: WHM Is Slow or Unresponsive

Fixes:

1. Check Server Status for high CPU/memory usage
2. Try a different network or device
3. Clear browser cache
4. Contact {{COMPANY_NAME}} support for server-level issues

Issue 7: DNS Changes Not Propagating

Fixes:

1. Wait up to 48 hours for global propagation
2. Lower TTL before changes (300 seconds)
3. Verify changes with dig or online DNS checker
4. Flush local DNS cache (ipconfig /flushdns on Windows)
5. Confirm domain points to your nameservers

When to Contact {{COMPANY_NAME}} Support

• Server-level issues affecting multiple accounts
• System-suspended accounts (not by you)
• Reseller plan upgrades needed
• Server-level backup restoration
• Email IP blacklisting remediation

Related Articles

• How to Debug Client Account Issues in WHM
• Getting Started with Reseller Hosting

Need help? Contact our support team at {{SUPPORT_URL}}/client/support.