The first email a customer receives decides how many support tickets you get in week one. A clear welcome email with the right URLs and settings lets most customers set up their site and email on their own. Here is what to include, with a template you can adapt.
Before you start
- The customer's cPanel account created in WHM (see creating a cPanel account).
- Your private nameservers (see private nameservers).
- Your support URL and, ideally, a few help articles of your own.
What to include
| Item | Example |
|---|---|
| Domain and username | example.com, exampleco |
| cPanel URL | https://example.com:2083 or https://cpanel.yourbrand.com |
| Webmail URL | https://example.com:2096 or https://webmail.example.com |
| Nameservers | ns1.yourbrand.com, ns2.yourbrand.com |
| Email settings | Incoming IMAP mail.example.com port 993 SSL; outgoing SMTP mail.example.com port 465 SSL |
| FTP | Host example.com or the server hostname, port 21 (FTPS) or SFTP if offered |
| Temporary access | How to preview the site before DNS changes |
| Support | Your ticket URL, hours and response time |
Template
Subject: Your hosting account for example.com is ready
Hi Name, your hosting account is active. Here is everything you need to get started.
Control panel (cPanel): https://example.com:2083 — username: exampleco. Your password is in your client area (we never send it by email).
Point your domain: set your domain's nameservers to ns1.yourbrand.com and ns2.yourbrand.com at your registrar. Changes can take a few hours.
Email: create mailboxes in cPanel → Email → Email Accounts. Use mail.example.com with IMAP port 993 and SMTP port 465 (SSL).
Website: install WordPress in one click with Softaculous, or upload files to public_html.
Free SSL is issued automatically once your domain points to us.
Need help? Open a ticket at yourbrand.com/support.
Warning: Do not send passwords in the same email as the username and URL. Use your billing system's client area or a one-time secret link.
Automate it
If you sell with WHMCS, the product welcome email template can include these fields automatically, such as the domain, username and server hostname (see selling with WHMCS). Keep your private nameservers in the server settings so they appear in every email.
Point customers to good next steps
- Enable two-factor authentication (see 2FA).
- Turn on LiteSpeed Cache for WordPress sites (see LiteSpeed Cache).
- Check that email authentication passes (see email deliverability).
Frequently asked questions
Should I mention MdmHost?
Not if you sell under your own brand. Use your own domain names for cPanel and nameservers so the email stays white label.
What if the customer's domain is registered elsewhere?
Include short instructions for changing nameservers at common registrars, or offer to transfer the domain to you.
How long should the email be?
Keep it to one screen. Link to your help articles for details instead of explaining everything in the email.
Which ports should I recommend for email?
IMAP 993 and SMTP 465 with SSL/TLS work everywhere. Offer 587 with STARTTLS as an alternative if a network blocks 465.
Should I include a getting-started video?
A short video or a link to your own help centre reduces tickets, especially for first-time website owners.