1. Verify the customer's identity through your normal support process and confirm the website or client record involved.
2. Open the relevant service or portal administration control and inspect the configured login model.
3. Check that the portal access email template is enabled and that the customer's email address is current.
4. Use the supported action to send portal access. Review any reset consequence before submitting it.
5. Ask the customer to follow the latest email and complete the required first password change where applicable.
6. Confirm they can see only the intended websites and tools.

Direct the customer to Forgot password? on the actual portal address. The reset link is time-limited and single-use. They should use the latest message and request a new link if the previous one has expired or already been used.

Portal passwords are stored as hashes. Staff should reset access through the supported workflow rather than trying to retrieve an existing password. A new password must satisfy the portal's minimum length and any applicable checks.

The portal implements failed-login and IP-based lockout controls. Repeated guessing can keep a legitimate customer blocked, so stop repeated attempts, confirm the correct address and login identifier, and allow the relevant lockout period to clear. Review captcha and two-factor requirements where they apply.

Check whether a recent access email reset the password and invalidated earlier sessions. A customer using an older message may be entering credentials that were valid before the latest reset. Also distinguish a website-specific portal login from a client-area login.

A login issued for one website is intended for that portal scope and does not automatically provide the client's billing session. Do not solve a developer's portal problem by sharing the owner's WHMCS password. Use the correct portal identity or WHMCS user permissions for the intended work.

Check the email template's enabled state, the destination address and the WHMCS mail log. Inspect delivery errors before sending several replacements. Never paste a reset token or temporary credential into a public ticket. Once access works, verify the customer has changed any temporary password and understands which address to bookmark.

• Configure the website portal and its access model
• Customize Hosting Suite emails and control automatic template updates
• Configure Hosting Suite access rules and verify effective permissions
• Collect useful Hosting Suite diagnostics without exposing credentials

• WHMCS email templates