Use suspension for temporary access control and removal only after data-retention requirements are met.
Applies to: Reseller migrations, security and support
Migrations, security incidents and account termination can affect customer data. Use written change records, maintain independent backups and confirm authority before destructive actions.
Before you start
- Sign in with the reseller account rather than a customer SiteWorx login.
- Identify the affected SiteWorx account, package and domain.
- Record the current package, DNS and account settings before making a production change.
- Download anything that must be retained and confirm whether the action is reversible.
Step-by-step
- Confirm the correct SiteWorx account.
- Take any required backup.
- Suspend for a reversible interruption or remove only when authorised. Read the confirmation text because the action may remove data or interrupt service.
- Document the action for the agency customer record.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| A package or SiteWorx account cannot be created. | Overselling is disabled and the requested allocation exceeds the reseller plan or a package field is invalid. | Compare allocated and available capacity, reduce the package or upgrade the reseller service before retrying. |
| A customer issue cannot be resolved from SiteWorx. | The fault is platform-level, network-level or requires provider permissions. | Collect the account, domain, timestamp, exact error and checks completed, then escalate from the reseller account without sharing customer passwords. |
Important notes
- Destructive or ownership-changing actions may be irreversible and can have billing or data-retention consequences. Confirm the target and authority before proceeding.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The reseller service and affected SiteWorx account
- The package name and current resource use
- The exact action attempted and error returned
- Whether the issue affects one or multiple customer accounts
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Respond to a compromised reseller customer account
- Back up and restore a reseller customer account
- Migrate customer sites into a reseller account
- Offboard a reseller hosting customer safely
- Understand reseller and Tudor Internet support responsibilities
Last reviewed: 2026-07-18.
