Plan migrations account by account to preserve isolation and simplify rollback.
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.
Step-by-step
- Create the destination SiteWorx account.
- Copy files, databases, mail and scheduled tasks.
- Test using a temporary method.
- Coordinate DNS cutover and monitor after launch.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The restored site opens but behaves incorrectly. | Files and database were restored from different times, cached data is stale or configuration still points to the old location. | Align the restore points, clear application caches and verify URLs, credentials and scheduled tasks before declaring recovery complete. |
| Recent data is missing. | The selected recovery point predates the change or the data was stored outside the backed-up location. | Stop making further changes, identify the required timestamp and ask support what recovery points remain available. |
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
- Offboard a reseller hosting customer safely
- Suspend or remove a customer account
- Understand reseller and Tudor Internet support responsibilities
Last reviewed: 2026-07-18.
