UnSuspension of WHM resulted in UnSuspension of ALL Suspended Hosting Accounts

allmydomains

Member
Jul 23, 2005
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Reseller Owner
Hi

I have a reseller WHM account which my provider has integrated into their domain registrations & hosting control panel, which I generally renew monthly.

CLOUDLINUX 5.10 x86_64 standard – WHM 11.40.1 (build 11)

I had suspended some websites (hosting accounts) manually. For some reason I failed to renew my Reseller Hosting Account within time and it was automatically suspended. I renewed it after a couple of hours but still it took nearly 24 hours for my WHM to be activated. This is Not the issue.

After many days I discovered that all the hosting accounts that I had suspended manually, were active. They were Not showing at WHM >> Account Information >> List Suspended Accounts
My provider share their logs with me which didn't have the entries of un-suspension of such hostin

When I persistently inquired about this mishap, I was given the following reason (though I doubt that cPanel would be configured in such a crude manner):

On checking the account logs for February, I could see that the reseller account <name_hidden> was suspended for failure to renew the package.

Once the renewal was done, the reseller account was un-suspended which caused all the accounts to get activated including the ones which were suspended earlier.

+++++
Unsuspend Unsuspension of order Suspension Removed Successfully Success 2014-02-23 17:59:19 2014-02-23 17:59:19 2014-02-23 18:03:27
+++++

This is the reason why the un-suspension logs are missing as the main reseller was un-suspended. We won't be able to do anything regarding this as cPanel has configured it in such a way that all accounts under the reseller will be activated.
Here is another response from my provider:

If the main reseller account is un-suspended then all the accounts under that resseller account will also get unsuspended.
I am really confused. :confused:

Is this really how cPanel functions?

If yes, WHY should a suspended WHM Reseller Account UnSuspend all hosting accounts when it is unsuspended?

If Not, I would like my provider to visit this thread and make corrections in their integration of cPanel.
 
Last edited:

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,202
363
Hello :)

Reseller suspension controls are found here:

"WHM Home » Resellers » View Reseller Usage and Manage Account Status"

The options listed allow for a provider to suspend all accounts, including or excluding the reseller user itself. Or, they can unsuspend all accounts, including or excluding the reseller user itself. A workaround would be for a hosting provider to only suspend/unsuspend the accounts that are not already suspended. This would require a bit more manually work, so I believe it's a good candidate for a feature request. A request for a check box that saves the status of already suspended accounts might be useful here.

Submit A Feature Request

Thank you.
 

allmydomains

Member
Jul 23, 2005
16
0
151
cPanel Access Level
Reseller Owner
Dear cPanelMichael

If I understand your explanation correctly, then my provider is absolutely correct with the explanation, which I am repeating again below:

If the main reseller account is un-suspended then all the accounts under that resseller account will also get unsuspended.
This really comes as a shock to me because I spent time manually suspending a few selected hosting accounts for specific reasons, and cPanel allowed all my work & time to be wasted by the click of a mouse :eek:

Why didn't you guys think about it beforehand? :confused:

Anyway, I will Submit A Feature Request.

Namaste
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,202
363
If the main reseller account is un-suspended then all the accounts under that resseller account will also get unsuspended.
No, that is not entirely accurate. Your hosting provider has the option of manually suspending the reseller account and the accounts beneath it (one by one, choosing to leave existing suspended accounts in their current state), or using the option in "View Reseller Usage and Manage Account Status" to suspend/unsuspend all accounts beneath the reseller.

Thank you.
 

allmydomains

Member
Jul 23, 2005
16
0
151
cPanel Access Level
Reseller Owner
No, that is not entirely accurate. Your hosting provider has the option of manually .....
Well, that's possible if its done manually. What about automation and integration? Is there an option with my provider to modify their coding to UnSuspend the Reseller Account and leave the individually suspended hosting accounts suspended?

All I want is for such a thing to Not repeat with others.

Moreover, I have tried to submit this issue as a Feature Request but all I am seeing is the loader gif going round-and-round in the same place. :confused:
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,202
363
Well, that's possible if its done manually. What about automation and integration? Is there an option with my provider to modify their coding to UnSuspend the Reseller Account and leave the individually suspended hosting accounts suspended?
I'm not sure what specific type of integration application is in-use, however it should not operate differently using our API instead of WHM.

Is the feature request page still failing to load? Can you access features.cpanel.net directly?

Thank you.