What suspension or termination does to your clients' accounts

Your clients' cPanel accounts live inside your reseller account. Whatever happens to yours happens to theirs. This page is not shown on screen when you cancel or when an invoice is overdue, so read it now.

If your invoice is overdue

The clock is the same as for any service (see When you are billed): overdue 3 days after the due date, suspended at 7 days, final notice at 23, terminated at 30.

When your reseller service is suspended:

• every cPanel account you own is suspended first, then your reseller account; all their websites and email stop;
• your clients see a suspended page; they are not told why, and they cannot contact us about your account.

When you pay, the suspension lifts automatically within minutes of our team confirming the transfer, and we restore exactly the accounts we suspended. An account you had suspended yourself in WHM before the non-payment stays suspended.

If you cancel, or the service is terminated

At the end of the paid term after Cancel auto-renew, or 30 days after an unpaid due date, the reseller service is terminated. It is kept for 7 days after that and then deleted for good, together with every cPanel account it owns, their files, databases and email. Backups of those accounts go with them.

Before the end date:

• download a full backup of each client account from its cPanel (Backup → Download a Full Account Backup), or ask us to move them (see Backups, and how to restore);
• tell your clients.

If one client breaks the rules

An abuse report about a site you host is a report about your service. We tell you, and you have 24 hours to fix it (suspend the client's account in WHM, remove the content). For phishing, malware or attacks we suspend at once; depending on what we find, that can be the single account or your whole reseller service. See What you may not host.

Keep it simple

• Pay the renewal invoice as soon as it arrives; a bank transfer needs a business day to confirm.
• Turn on paying renewals from store credit if you keep credit on the account.
• Add a billing contact so the reminders reach a second inbox.