Supporting customers is much faster when you can see their cPanel. WHM lets resellers open any of their accounts in a new session, using their own WHM login, so you never need to ask customers for their password.
Before you start
- WHM access (see logging in to WHM).
- The customer's permission to look into their account, ideally in a ticket.
From List Accounts
- Go to WHM → Account Information → List Accounts.
- Find the account using the search box.
- Click the orange cP icon in the account's row.
cPanel opens in a new tab, signed in as that customer. You can now check email accounts, files, DNS or error logs exactly as the customer sees them.
From the account search
- In WHM, type the domain in the top search field or open Account Functions → Modify an Account.
- Many account screens show a cPanel link next to the selected account; click it to open the session.
Note: The session runs as the customer. Anything you do, such as deleting files or changing passwords, really happens on their account.
Good practice when working in a customer account
- Tell the customer what you changed, in writing.
- Do not read private email. Use the account only for the issue raised.
- Before big changes, create a backup or confirm the latest JetBackup restore point exists.
- Log out of the customer's cPanel when finished, especially on shared computers.
Common things to check
- Website errors: cPanel → Metrics → Errors shows the latest Apache/LiteSpeed error log entries.
- Resource limits: cPanel → Metrics → Resource Usage shows CloudLinux limit faults (see reading Resource Usage).
- Email: cPanel → Email → Track Delivery shows why a message bounced.
- Malware: cPanel → Security → Imunify360 lists infected files.
Troubleshooting
The cP icon opens the login page
Your browser blocked third-party cookies or the session expired. Log out of WHM, log back in and try again, or allow cookies for the server hostname.
You see your own cPanel instead
Another cPanel tab is open with a different session. Close cPanel tabs or use a private window.
Frequently asked questions
Does the customer see that I logged in?
cPanel does not show a notice, but access is recorded in the server's session and access logs. Being open about it keeps trust high.
Can I open the customer's Webmail the same way?
Yes. Once in their cPanel, go to Email → Email Accounts and click Check Email next to a mailbox. Only do this when the customer asks.
Can sub-resellers log in to accounts I own?
No. Each reseller only reaches the accounts they own. As a master reseller you can open accounts owned by your sub-resellers.
Is this safer than asking for the password?
Yes. The customer never shares their password, and you never need to reset it just to help them.
Why does the cPanel tab open with a long URL?
The URL contains a temporary security token (cpsess) tied to your session. Do not share it; it gives access to the account until it expires.