Export data, clarify domain and DNS control, revoke access and terminate only after the agreed handover or retention period.
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
- Confirm the customer identity, service scope, cancellation date and any unpaid or disputed matters under the reseller’s terms.
- Identify who controls the domain, DNS, mail, SSL and external services and provide transfer information where authorised.
- Create and verify an export of website files, databases and required email data.
- Agree the DNS or migration cutover and keep the account unchanged during final synchronisation.
- Revoke customer users, API credentials and shared secrets after handover.
- Suspend before termination when a short reversible period is appropriate, then terminate only with recorded approval.
- Document the deletion and any retained backup obligations and remove the account from monitoring and billing systems.
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
- Suspend or remove a customer account
- Back up and restore a reseller customer account
- Migrate customer sites into a reseller account
- Cancel a hosting or subscription service
- Respond to a compromised reseller customer account
Last reviewed: 2026-07-18.
