Suspending and Un-Suspending a cPanel Account in WHM

Suspending a cPanel account temporarily disables a customer's website, email, and access to cPanel without deleting any data. As a reseller, you can suspend and later un-suspend accounts from WebHost Manager (WHM). This article walks you through both actions.

About account suspension

Suspension is a reversible alternative to deletion. While an account is suspended, its websites stop serving, mailboxes stop receiving new mail, and the customer cannot log in to cPanel. Files, databases, and configuration remain intact, so you can restore service instantly by un-suspending the account.

Common reasons to suspend an account include non-payment, bandwidth overages, terms-of-service violations, or hacked websites that need to be taken offline.

Before you begin

• Reseller WHM access. You need WHM credentials with permission to suspend or un-suspend the target cPanel account.
• The customer's domain or username. Either value can be used to find the account.
• A suspension reason (for suspending). Have a clear reason ready; it is logged with the account.

Accessing the Manage Account Suspension tool

1. Sign in to WHM as the reseller.
2. In the search box, type Manage Account Suspension.
3. Click Manage Account Suspension to open the tool.

Step 1: Select the account

1. From the list of accounts, click the account's domain name or cPanel username.
2. WHM displays the suspension panel for that account.

Step 2: Suspend the account

1. In the Reason field, enter a short explanation (for example, "Non-payment", "Bandwidth overage", "ToS violation", or "Hacked website").
2. (Optional) Select Prevent the customer from being un-suspended by automated processes if you do not want billing automation to lift the suspension.
3. Click Suspend to apply the suspension.
4. Wait for WHM to confirm the account has been suspended.

Step 3: Un-suspend the account

To restore service, follow the same path:

1. Open Manage Account Suspension.
2. Select the suspended account.
3. Click Unsuspend. No reason is required.
4. Confirm the account is active again by reloading the customer's website or signing in to cPanel.

Next steps

• Notify the customer. Let the customer know their account has been suspended or restored, along with any next steps they need to take.
• Resolve the underlying issue. Before un-suspending, confirm the cause (such as overdue payment or compromised site) has been addressed.
• Terminate if needed. If the customer will not return, follow the article on deleting a cPanel account instead.

Questions? Contact Exact Hosting Support.