Editing, suspending, or deleting an account

Editing, suspending, or deleting an account

What you'll learn: how to change a customer's package, temporarily suspend their access, or delete their account.

Editing an account

If a customer needs more disk, more mailboxes, or has changed their email:

  1. Sidebar → Accounts.
  2. Click the customer's username.
  3. Click Edit.
  4. Change what you need (email, package, password) and click Save.

Changing the package updates their resource limits immediately.

Suspending an account

Suspending freezes the account: the customer can't log in, their websites and email stop responding, but none of their data is deleted. This is useful for non-payment.

  1. Sidebar → Accounts → click the customer.
  2. Click Suspend.
  3. Optionally enter a note (this is shown to you, not the customer).

To unsuspend, open the account and click Resume.

A customer visiting their website while suspended will see a friendly "this site is suspended" page, not a broken-looking error.

Deleting an account

This permanently deletes the customer's websites, mailboxes, databases, and files. It cannot be undone (other than restoring from backup). Use with care.

  1. Sidebar → Accounts → click the customer.
  2. Click Delete.
  3. You'll be asked to type the username to confirm — a deliberate friction to prevent accidents.
  4. Click Delete account.

Backups taken before deletion are kept according to your backup retention policy, so a one-day-old delete can usually be recovered from backup if needed.

Tips

  • Suspend before deleting. If a customer goes silent, suspend first. Wait two weeks. Then delete if they don't respond. This catches most "I forgot to pay you" situations.
  • Take a final backup before deleting. Click Backup now on the account first.
  • Audit log everything. Suspension and deletion are recorded in the audit log; you can show a customer exactly what happened and when.

If something goes wrong

  • Delete button is greyed out — make sure you're an admin (resellers can only delete their own customers).
  • "Account in use" — the customer is currently signed in. Sign them out first or wait for the session to expire.
  • Customer wants their account back after deletion — restore from your latest backup before deletion. See Restoring from backup in the customer guides.

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Need help? Contact support.