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All reseller guides
- How reseller hosting works
- Start a hosting business
- Reseller vs master reseller
- Pricing your hosting plans
- Choosing a reseller plan
- WHM and cPanel explained
- Creating hosting packages
- White-label branding
- Billing with WHMCS
- Taking payments from clients
- Selling domains
- Moving clients to your account
- Supporting your clients
- Growing your hosting business
In short
Your clients contact you, under your brand; you handle everyday questions (email setup, passwords, WordPress) and pass anything server-side to our team, who support you 24/7. Clear channels, quick replies and a simple help page keep clients happy and loyal.
Who supports whom
- Your clients → you: email setup, passwords, website questions, billing.
- You → Hostnali, 24/7: server issues, restores, migrations, anything you can’t solve.
Your clients never need to know we exist.
Set up your support channels
- Ticket desk in WHMCS, so nothing gets lost.
- Email on your domain: [email protected].
- WhatsApp or phone for urgent issues, with clear hours.
- A help page with answers to the common questions below.
Questions you’ll get most
| Question | Where to start |
|---|---|
| “Set up email on my phone” | Mail client settings in cPanel |
| “I forgot my password” | Reset in WHM, or the client resets it in your WHMCS |
| “My site is down” | Check the domain hasn’t expired and the account isn’t suspended, then contact us |
| “Install WordPress” | Softaculous in cPanel |
| “I deleted something” | Ask us to restore from the daily backup |
| “My email goes to spam” | Check SPF, DKIM and DMARC records |
When to contact us
- Server errors, slowness affecting several sites, or anything you can’t explain.
- Restores from backup.
- Migrations and DNS problems.
Open a ticket with the client’s domain and what you’ve already checked; we answer 24/7.
Habits that keep clients
- Reply fast, even just to say you’re on it.
- Explain without jargon.
- Warn before renewals and before any change.
- Offer a care plan for clients who want updates and small changes done for them.