When to contact UnderHost for control panel help
Know which control panel tasks you can handle yourself, and when it is worth opening a support ticket. Covers cPanel, DirectAdmin, CloudPanel, and aaPanel.
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Most everyday control panel tasks-creating email accounts, uploading files, changing PHP version, managing DNS records-can be done entirely through the panel without needing to contact support. This guide helps you know the boundary.
Tasks you can do yourself
These tasks are fully within your control using the documentation in this library:
- Creating and deleting email accounts, forwarders, and autoresponders
- Uploading, editing, and managing website files (File Manager, FTP)
- Creating databases and database users
- Importing and exporting databases with phpMyAdmin
- Changing PHP version and adjusting PHP settings
- Managing DNS records (when nameservers point to UnderHost)
- Creating and downloading backups
- Installing WordPress via Softaculous or equivalent
- Resetting your cPanel or DirectAdmin password via CustomerPanel
- Creating subdomains and addon domains
- Enabling HTTPS redirect
- Blocking IPs, setting file permissions
When to open a support ticket
Open a ticket when the issue is outside what the control panel lets you do, or when something is clearly broken at the server level:
- Control panel is inaccessible and the troubleshooting steps in Cannot access your control panel did not resolve it
- AutoSSL is consistently failing and DNS is correctly pointed-SSL failures due to server-side issues need investigation
- Account suspended-especially if you believe the suspension is an error
- Server-level errors like persistent 503, 508, or "resource limit reached" that point to infrastructure rather than your code
- Emails not delivering even after SPF, DKIM, and MX records are correct-IP reputation issues or mail server configuration require server-level investigation
- PHP extension or software not available-you need an extension or PHP version not shown in the panel
- Backup restore request-restoring from a server-side snapshot or a backup held by UnderHost
- Port 25 (SMTP) unblock request-this requires a support review
- Migration assistance-transferring files and databases from another host to your UnderHost account
- Something is wrong but you have no idea why-describe what you see; the support team can investigate
UnderHost support will never ask for your cPanel, DirectAdmin, CloudPanel, or aaPanel password. Do not paste passwords into ticket descriptions or replies. If access is needed for troubleshooting, the team will use other secure methods.
How to open a support ticket
- Log in to customerpanel.ca
- Click Support → Submit New Ticket
- Choose the correct department (Technical Support for panel issues, Billing for invoice and suspension issues)
- Write a clear description of the problem-see below for what to include
- Submit and watch for a reply by email or in the ticket thread
For full ticket guidance, see How to open a support ticket.
What to include in a control panel ticket
- Your domain name and the specific service (shared hosting plan name, or VPS IP)
- Which control panel you are using
- What you were trying to do and what happened instead
- Any error messages-paste the exact text rather than paraphrasing
- Steps you have already tried
- Screenshots if relevant (upload to the ticket)
The more detail you provide upfront, the faster the support team can diagnose and respond. Avoid generic descriptions like "my site doesn't work"-specific errors and steps are much more useful.
Ready to open a ticket?
Describe your issue clearly and include relevant details for faster support response.
