Most WHMReseller problems come from three sources: your own allocation, the privileges of the level above you, and caching of limits in WHM. This guide lists the errors master and alpha resellers meet most, with the fix for each.
Before you start
- Access to WHM on a master reseller plan (see getting started with WHMReseller).
- The exact error text, or a screenshot, for anything you report to support.
WHMReseller is missing from WHM
- Search for WHMReseller in the WHM search box; it may be under Plugins with a slightly different name.
- Normal reseller accounts do not get the plugin. Confirm your plan is a VIP Master Reseller plan.
- If it disappeared after an update, open a ticket; the plugin may need re-registering on the server.
"You cannot create more resellers"
Your max-reseller limit is reached. Check the WHMReseller dashboard; free a slot by terminating unused resellers or upgrade your plan.
"Not enough disk space / bandwidth to allocate"
You have given away your whole pool. Lower the allocation of resellers who use far less than they have (see editing limits), or upgrade.
The reseller type I need is not offered
You can only create levels below your own: master resellers create resellers; alpha resellers create master resellers. See alpha resellers.
A sub-reseller's limits did not change
- Ask them to log out of WHM and back in.
- Check that you edited the right account in the list (usernames can be similar).
Accounts of a sub-reseller are missing from List Accounts
Standard List Accounts may show only accounts you own directly, depending on version. Use WHMReseller's own list of resellers and their accounts, or filter by owner (see List Accounts).
Suspension did not cover all accounts
Accounts owned by a sub-sub-reseller were not included. Suspend again with the option to include the whole tree (see suspending resellers).
Licence or "plugin not activated" errors
The server-side licence is handled by MdmHost. Open a ticket; there is nothing to fix on your side.
Tip: Keep a simple spreadsheet of your resellers, their limits and their WHMCS products. Most allocation problems are spotted there first.
When to contact support
Open a ticket with the reseller username, what you tried and the exact message. Include whether the problem affects one reseller or all.
Frequently asked questions
Can my resellers contact MdmHost directly?
Support is provided to you as the plan owner. Your resellers contact you, and you escalate server issues to MdmHost.
Why did a reseller get WHM features I did not allow?
Check the ACL or privilege list you assigned when creating them, and edit it in WHMReseller.
Does WHMReseller affect CloudLinux limits?
No. CloudLinux CPU and memory limits are separate and set per package or reseller in CloudLinux Manager.
Why can a sub-reseller not see WHMReseller?
Normal resellers do not get the plugin; only master and alpha levels do. Change their type if they should create resellers.