Managing customer accounts

Every customer has a login and a hosting account: their own Linux user, with their own sites, mail and databases. You manage them on Server → Customers → Accounts.

Changes that affect a whole account (suspending, offboarding, moving a domain, reseller access) need a recent sign-in. If the panel says "Sign in again", sign out and back in, then repeat the step within 10 minutes.

Inviting a customer

1. Open Server → Customers → Accounts and press Invite User.
2. Enter their Full Name and Email Address.
3. Under Account type, choose Client or Reseller.
4. Press Send Invite.

They get an email with a sign-in link and appear in the list as Pending until they first sign in. The link works for 15 minutes. If it expired, they can press Log in with email on the sign-in page, or you can hover over their row and press Resend email.

Admin logins can't be created from this page.

Roles

• Clients manage their own hosting account and nothing else.
• Resellers have their own hosting account too, and manage the clients assigned to them: they can invite clients, put them on plans marked for resellers, suspend and offboard them. They can't open any other server page, create login links, or change a client's email address.
• Admins manage everything, and are never suspended.

Resellers and their clients

• Make reseller on a client's row gives them reseller access. Remove reseller takes it away, once all their clients have been moved.
• Assign on a client's row chooses the reseller who manages them. Choose Unassigned to give management back to admins, then press Save assignment. The client's domains, files and passwords stay as they are.
• A client a reseller invites is assigned to that reseller automatically.

The account panel

Press Details on a row. The panel shows the account's plan and its usage against each limit, its Linux user (or "shared (not isolated)" for an older account), and everyone with access to it. From there you can change the account's plan (see Setting up hosting plans), get a login link, suspend it or offboard it.

Signing in as a customer

Press Get login link in the account panel. Copy the link that appears and share it with the customer, or open it in a private window to see the panel as they do. It works once, within 15 minutes, and signs in as that customer, so send it only to them.

To change a customer's sign-in address, press Change email on their row. Their current address keeps working until they open the confirmation link sent to the new one.

Suspending an account

Suspend an account that hasn't paid, or that's being abused:

1. Press Suspend on its row.
2. Add a Reason if you like. It's kept in the audit log and shown to admins and resellers, never to the account owner.
3. Press Suspend account.

While it's suspended, every site shows a "temporarily unavailable" page, nobody can sign in to its mailboxes, FTP or the panel, and the owner sees only a page telling them to contact you. Mail is still delivered and nothing is deleted. Unsuspend brings everything back with the same passwords.

Suspending a reseller suspends their active clients too, and unsuspending the reseller restores the same clients. A reseller can lift only a suspension they made.

Suspending one domain

To stop one problem site without touching the rest of the account, open the domain's page, press Suspend, and then Suspend domain. Its website and subdomains show the suspended page, and its mailboxes can't sign in or send. Mail is still delivered, and FTP keeps working so the site can be cleaned up. The owner sees that the domain is suspended, but not who did it or why.

Moving a domain to another account

1. Open the domain's page and press Move….
2. Choose the New owner, type the domain name to confirm, and press Move domain.

Its subdomains, mailboxes, databases, certificates, DNS and the FTP logins inside it move with it, keeping their passwords. The site is unavailable for a moment while its files change hands. A move is refused while either account is suspended or something is still being set up on the domain, and when the new owner's plan can't take what the domain brings.

When a customer leaves

Press Offboard… on their row. The page lists what they have and offers three choices:

• Transfer hands everything to another user, existing or newly invited. Nothing on the server changes: same files, same passwords, no downtime. If the receiver already has sites, the domains are merged into their account one at a time instead.
• Back up and remove suspends the account now, builds a backup package, and deletes the sites, databases, mailboxes and FTP accounts when the grace period ends (1 to 30 days, 7 by default). Type their email to confirm, then press Suspend and schedule removal. Cancel removal before then restores everything.
• Back up only builds a downloadable package and keeps everything running.

A backup package holds every site, database and mailbox, plus certificates' private keys and password hashes. Store it somewhere safe. The server deletes it after 30 days.

Packages need a backup destination: set one on Server → Backups & migration → Schedule & destinations first. A reseller who still manages clients can't be offboarded until their clients are assigned to someone else.

Deleting a login

A login with no sites or FTP accounts can be deleted with the bin icon on its row (it appears when you hover), or Delete login on its Offboard page. Logins that still have hosting have to be offboarded first.