Give the customer enough information to manage their SiteWorx account without disclosing reseller or server-administrator credentials.
Applies to: Reseller packages and SiteWorx accounts
Overselling is disabled. Packages and SiteWorx accounts must fit within the reseller plan's available storage, transfer and account allowances, so package design should leave capacity for growth and temporary usage spikes.
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
- Include the customer’s SiteWorx login URL, account username and a secure one-time method for the initial password.
- State the primary domain, package limits, renewal terms and who provides first-line support.
- Provide the exact secure email server hostname and standard IMAP/SMTP settings applicable to the account.
- Explain the nameservers or DNS records to use and that DNS change does not copy website or email data.
- Link to backup, SSL, mailbox and support guidance relevant to the service.
- Do not include NodeWorx, reseller master, API or unrelated customer credentials.
- Ask the customer to change the initial password and add their own authorised users where supported.
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. |
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
- Complete each field when creating a SiteWorx customer account
- DNS and nameservers for reseller customers
- Understand reseller and Tudor Internet support responsibilities
- Create a customer SiteWorx account
- Create and manage reseller packages
Last reviewed: 2026-07-18.
