When a client pays for a domain, the panel registers it at Truehost straight away. If the domain registration failed, you can find the reason in about a minute, fix it, and send the order again. Your client does not pay twice.
The panel marks a domain Active only when Truehost has accepted the order and lists the domain in your reseller account. Until then, the domain stays Pending. A domain stuck pending does not mean anything is lost: the client has paid, and you can send the order again once the problem is fixed.
This guide covers domain reseller troubleshooting for any Truehost registration error. Follow this order:
How You Find Out #
You can learn about a failed registration in three ways:
- Notice – A “registration failed” notification shows Truehost’s reason and your balance. To receive it on Slack, Telegram, or by email, add a rule for it under Setup → Notification Channels.
- Order – When you accept an order by hand, the message tells you which domain was not registered, and why.
- The list – Go to Domains and filter on Status: Pending.
Step 1: Read the Reasons #
- Open the domain under Domains.
- Press View module log.
The module log lists every call the panel made to Truehost for this domain, with Truehost’s answer.
Step 2: Fix the Cause #
Find the reason from the module log in the table, then follow the fix.
| The reason says | What to do |
| Your Truehost balance is low (the message shows it) | Top up at your Truehost site. See Keeping your Truehost balance topped up. |
| “.co.ke is not in your reseller price list on …” | Truehost doesn’t sell that extension to your account. Ask Truehost to add it, and switch it off in Domain Pricing until then. |
| “Truehost sells .xyz to you for 1 year(s), not 2” | The client ordered a period Truehost doesn’t sell. Register it for a period it sells, and adjust the invoice or credit the difference. |
| A contact field is missing or invalid (for example an ID number for .ke) | Correct the client’s details: open the client, click Edit Client, then try again. For a domain already at Truehost, use WHOIS contact on the domain page. |
| The domain is already registered | Someone else got it first. Refund the client or credit their account, and cancel the domain. |
| “uses the Manual registrar” | The extension has no registrar. Set its Auto Registrar to truehost on Domain Pricing, then set the domain’s Registrar to Truehost on its page and click Save. |
| A server error from your Truehost site | That site’s reseller API is down or not switched on for you. Ask Truehost support. |
| An authentication or token error | Your API key changed, or the panel’s clock is wrong. Re-save the Truehost settings (saving tests the connection) and check the server time. |
Step 3: Send It Again #
On the domain’s page, press Retry registration. Depending on the domain, the button may read Register, or Start transfer for a transfer.
The panel sends the order to Truehost and shows Truehost’s answer. Truehost charges your balance only for a registration it accepts.
If You Registered the Domain by Hand at Truehost #
Set the domain’s Registrar to Truehost and press Sync. The panel reads the dates from Truehost.
A domain with the Manual registrar is marked active when you press Register. Press it only after you have registered the domain yourself.
When a Domain Is Active Here but Not at Truehost #
Sometimes the panel marks a domain Active, but Truehost has never heard of it. This can happen after an import, or if the domain was ordered before you connected Truehost.
The nightly sync, or Sync on the domain’s page, finds these domains:
- Registered in the last 60 days: the panel sets the domain back to Pending, ready for Register.
- Older than that: the panel leaves the domain as it is and reports it, because the domain may have moved to another provider. Register it from its page, or set the registrar that really holds it.
Troubleshooting Checklist #
If a registration keeps failing, check these items:
| Check | Where |
| Truehost is enabled and connected | Setup → Domain Registrars → Truehost (Test) |
| The extension sells through Truehost | Setup → Domain Pricing: Auto Registrar = truehost |
| Enough balance | Dashboard: Registrar balance |
| The client’s details are complete | The client’s page: name, address, phone, and country |
| The panel’s clock is right | The server running the panel. A wrong clock makes the Truehost Test fail. |
Conclusion #
A failed registration is usually quick to fix: read the reason in the module log, correct the cause, and press Retry registration.
Filter Domains on Pending once a week to catch any domain stuck pending before your client asks about it.