Managing Your Clients’ Domains in the Truehost Reseller Panel

Every domain registered, transferred, or renewed through the reseller panel appears under Domains in the admin menu. This is your central domain reseller panel view: one list for every client, so you can manage client domains without switching between accounts.

Three things explain how the list behaves:

• Registration is automatic. When a client pays for a domain, the panel registers it with Truehost for you.
• The panel reads back from Truehost every night. Expiry dates, statuses, and nameservers are refreshed from Truehost overnight.
• The list mirrors Truehost’s records. For domains managed through that registrar, what you see is the information Truehost holds.

In practice, this lets you monitor your whole portfolio, spot domains that need attention, and run supported Truehost domain management operations, such as a bulk nameserver change, from a single dashboard. A registrar is the company that registers a domain name with the registry on a customer’s behalf. In this guide, Truehost is that registrar.

1. Accessing and navigating the Domains list #

1. Log in to your Truehost reseller panel.
2. Open Domains from the admin menu.
3. The list of registered and managed domains appears, one domain per row.

What each column shows #

Column	What it tells you
Domain name	The domain itself
Client	The client account that owns the domain
Registrar	Where the domain is registered, for example Truehost
Status	The domain’s current state
Expiry date	When the registration runs out

Next to some expiry dates you will see (soon) or (expired). 

Soon – flags a domain whose expiry date is approaching, so you can act before it lapses. Expired – means the expiry date has already passed.

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Filtering and searching for domains #

Use the filter bar to narrow a long list.

Filter	Purpose	Example use
Search / Client	Find a specific domain or the domains belonging to one client	Find all domains owned by a particular customer
Status	Display domains in a particular state	Identify domains awaiting registration (Pending)
Registrar	Separate Truehost-managed domains from manually registered ones	Find domains registered through Truehost
Source	Identify how the domain entered the panel or how it is billed	Find imported or locally billed domains
Expires / Registered	Filter domains within a date range	Identify domains expiring within a particular period

Source values #

Source describes how a domain came into the panel and how it is billed. It is not the same as Registrar, which describes where the domain is registered.

• Imported: the domain entered the panel through an import rather than a new order.
• Record only: the domain is held as a record in the panel.
• Billed here: the domain is billed locally in the panel.

The exact billing behaviour of each value is not detailed here. Confirm it in your panel before relying on it.

Manually registered domains do not support the same operations as Truehost-registered ones, so check the Registrar column before expecting a Truehost action to be available.

Domain statuses #

The Status column is the quickest way to see which domains need you. Each domain is in one of seven states.

Status	Meaning	Recommended action
Pending	Paid for or ordered, but not registered at Truehost yet	Investigate the registration issue
Active	Successfully registered and live	No action normally required
Grace	Past expiry, but still renewable at the normal price	Make sure the client receives and pays the renewal invoice
Redemption	Beyond the grace period; restoring the domain costs an additional fee	Arrange restoration through Truehost
Expired	Past expiry and not renewed	Contact the client, or allow the domain to lapse
Cancelled	No longer managed through the panel	No action normally required
Transferred Away	Moved to another provider	No action normally required

A Pending domain means a client has paid but does not yet have a working domain. Grace is the last window in which renewal costs the normal price. Redemption costs extra, and restoration has to be arranged through Truehost.

Managing an individual domain #

Click View next to a domain in the list to open its management page. The Actions bar at the top lists what you can do. Which buttons appear depends on the domain’s status and registrar, so you will not see every button on every domain.

A domain’s page with sync, renew, lock and EPP code buttons

Registration and transfer #

• Register
• Retry registration
• Start transfer

These actions are available for Pending domains. Each one submits the operation to Truehost and charges your reseller balance. Truehost has to accept and process the request, so the result is not guaranteed to be instant. If it fails, see Troubleshooting a failed registration.

Synchronising domain information #

Sync contacts Truehost and retrieves the latest expiry date, status and nameservers for this one domain. Use it when you have changed something directly at Truehost and do not want to wait for the nightly update. After it finishes, check Last sync on the page.

Renewing a domain #

1. Click Renew.
2. Select the renewal period.
3. Confirm.

Renew renews the domain directly at Truehost and charges your Truehost reseller balance.

Warning: this is not the normal client renewal process. Renew does not generate an invoice for your client. If you want the client to pay for the renewal, use the normal renewal workflow instead, as described in Domain renewals.

Domain security and transfers #

• Lock turns on the transfer lock, which prevents the domain from being transferred to another provider.
• Unlock turns the transfer lock off, which is normally needed before a transfer away.
• EPP Code shows the authorisation code (also called the transfer key) that the receiving provider asks for when a domain is transferred in.

Lock and EPP Code availability depends on the domain’s registrar.

Auto-renew management #

Enable Auto-Renew and Disable Auto-Renew controls whether the panel sends the domain’s renewal invoice. They do not renew the domain at Truehost by themselves.

WHOIS management #

• Turn WHOIS privacy on/off controls whether the owner’s details are shown publicly in WHOIS lookups. WHOIS privacy hides the publicly displayed ownership details.
• WHOIS contact changes the contact information the domain is actually registered with.

The first hides what the public sees. The second changes what is on record.

Custom nameservers #

Own nameservers (glue) – lets you create nameservers under your own domain, such as ns1.yourbrand.co.ke. These are known as glue records, which are needed when a domain’s nameservers sit under that same domain.

Reading the information below the Actions bar #

Registration #

This area shows the Registrar, the registration dates, the Last sync time, and an Ok or Error indicator. Error means the last sync with Truehost did not succeed. The module log may help you find the reason, and Troubleshooting a failed registration covers the next steps.

Billing #

• Initial amount: what the client paid for the first period.
• Recurring amount: what the client is charged for each later renewal period.

Nameservers #

1. Enter the new nameservers in the fields provided.
2. Click Save Nameservers.

The panel shows the change only after Truehost accepts it. If the new values do not appear, Truehost has not accepted them yet. 

 Managing multiple domains using bulk actions #

Tick the checkbox beside each domain in the Domains list to select it. The checkbox in the header row selects all domains on the current page only, not every domain in your account. Once domains are selected, use the Bulk action control to choose an operation.

Bulk action	Purpose
Move to client	Assign the selected domains to another client account
Sync with registrar	Retrieve updated information from Truehost
Change nameservers	Apply the same nameservers to all selected domains
Renew at registrar	Renew the selected domains directly through Truehost

Bulk nameserver change #

Use this when you move many domains to the same hosting, for example after changing providers.

1. Select the domains in the list.
2. Choose Change nameservers under Bulk action.
3. Enter at least two nameservers.
4. Press Apply.
5. Review the results.

Bulk sync #

1. Select the domains.
2. Choose Sync with registrar.
3. Press Apply and review the results.

This pulls the latest expiry date, status, and nameservers from Truehost for each selected domain. Unlike the nightly update, it runs when you ask for it.

Bulk renewal at the registrar #

1. Select the domains.
2. Choose Renew at registrar.
3. Tick the confirmation checkbox.
4. Press Apply and review the results.

This charges your Truehost reseller balance. The confirmation checkbox is required. As with the single-domain Renew, it does not create invoices for your clients. For the normal client renewal workflow, see Domain renewals.

Move to client #

1. Select the domains.
2. Choose Move to client.
3. Specify the destination client and press Apply.

Before moving domains, read Moving a domain between client accounts for what changes and what does not.

The 25-domain limit and how results are reported #

Sync with registrar, Change nameservers, and Renew at registrar process up to 25 domains at a time. For a larger batch, select 25 or fewer, apply the action, then repeat.

The panel processes the selected domains one by one and then reports which succeeded and which failed, with the reason for each failure. One failure does not stop the others, so always read the results before assuming every domain changed.

Moving a domain between client accounts #

You may need to move a domain when a customer sells their website, or when a domain was assigned to the wrong client.

1. Open the domain’s individual page.
2. Expand Move to another client.
3. Enter the destination client’s ID or email.
4. Press Move.

What this does, and does not do:

• The domain moves together with its renewals.
• The new owner can manage it through their client area.
• The registry ownership information does not change automatically. The new owner should update the WHOIS contact on the domain.
• A domain with an unpaid invoice cannot be moved until that invoice is paid or cancelled.

Moving a domain changes who owns it in your panel. It does not change who is listed as the registrant at the registry. These are two separate records.

Letting the client hand it over: Give to another account #

Clients can also start a transfer to another account themselves using Give to another account. The recipient receives an email offer and must accept it before the domain moves.

If a move fails, see Troubleshooting common domain management issues.

Automatic domain synchronisation #

Every night at 03:00, the panel synchronises your Truehost domains. It updates three things for each domain: expiry date, status, and nameservers.

In practice:

• A change you make directly at Truehost shows up in the panel the following morning.
• If Truehost cannot return a domain’s information, the panel keeps the details it already had rather than deleting them. A stale record is not a sign the domain was removed.

Nightly sync vs. pressing Sync #

	Automatic nightly sync	Sync button
When	Every night at 03:00	When you click it
Scope	Truehost domains in the panel	One domain, or the selected domains via Sync with registrar
Use it for	Keeping the whole list current	Seeing a Truehost-side change right away

Neither one changes anything at Truehost. Both only read information back into the panel.

What your clients can manage themselves #

In the client area, under My Domains, your clients can handle most routine tasks without contacting you:

• Change nameservers.
• Use Set Up on My Hosting to point a domain at a hosting account they have with you.
• Manage auto-renew.
• Enable or disable the transfer lock.
• Manage WHOIS privacy.
• Retrieve the EPP code after email verification.
• Update WHOIS contacts.
• Create custom nameservers.
• Renew individual domains.
• Select several domains and use Renew selected to receive one invoice.

Each of these is a request you do not have to handle. Nameserver changes, EPP codes, and renewals are among the most common requests, and clients can do them on their own. That leaves you free to focus on the domains that actually need you, such as Pending, Grace, and Redemption ones.

 Troubleshooting common domain management issues #

Problem	What it means	What to do
A domain stays Pending after payment	The panel has not been able to register it at Truehost	Follow troubleshooting a failed registration. Once the cause is fixed, use Retry registration on the domain’s page
Last sync shows Error	The last attempt to read this domain’s information from Truehost failed	Check the module log, then see Troubleshooting a failed registration
Nameserver changes do not save	Truehost has not accepted the change, and the panel only shows changes Truehost accepts	Check the error shown and see Troubleshooting a failed registration
Lock or EPP Code is not available	These depend on the domain’s registrar	Check the Registrar column for the domain
Moving a domain fails	The domain may have an unpaid invoice	Pay or cancel the invoice, then try Move again

An error saying Not in your Truehost reseller account means Truehost does not have that domain under your reseller account.

Conclusion #

The Domains section gives you one list of every domain you sell, with statuses that show which ones need attention. You can fix a single domain from its page, or apply a bulk nameserver change, sync, or registrar renewal to up to 25 domains at a time. The nightly sync keeps the list current, and your clients handle routine changes themselves under My Domains.

Open Domains in your Truehost Reseller Panel and filter by Pending to identify registrations that need your attention.