Why can't my designer or employee contact support if they aren't authorized? (And how to manage their access)

At Bee Web Hosting, we know that teamwork is key. That’s why it is very common to have the help of a web designer, a programmer, or an administrator to manage your services.

However, if any of your collaborators contacts us to request technical support or make changes to your cPanel account, our team won't be able to assist them unless they are previously registered and authorized by you in our system.

We understand this might seem like a bureaucratic hassle, but we do it for one fundamental reason: your security and your business's safety.

Why are we so strict about security?

Imagine your hosting account is your business office. Inside, via cPanel, priceless information is stored: your clients' databases, your company's corporate email accounts, your domains, and all your website's source code. You wouldn't give the keys to your office to just anyone, right?

By requiring prior authorization, we achieve the following:

• We prevent data theft: If anyone could write to us saying "I'm the designer for this site, give me cPanel access or change a password for me," your business would be at huge risk.
• We prevent accidents (or malicious intent): An unauthorized change to cPanel configurations, DNS, or emails could leave your company completely disconnected or crash your website entirely.
• You maintain total control: As the account owner, you are the only "owner of the keys." By managing your collaborators from your panel, you ensure that only the people you trust can act on your behalf.

If someone contacts us from an email address that is not registered to your account, our security policy obliges us to decline the request and ask that you (the owner) grant them the appropriate permissions.

Users vs. Contacts: What's the difference in WHMCS?

In your Client Area (La Colmena), you can manage two types of access depending on what your collaborator needs:

1. Users: These are individuals who have their own email and password to log into La Colmena. They can open support tickets, manage services, or view technical details based on the exact permissions you grant them. (This is the ideal option for web designers, programmers, or sysadmins).
2. Contacts / Sub-accounts: These are records of people who mainly receive copies of emails and system notifications (such as support alerts or billing invoices), but don't necessarily need their own login to change configurations. (This is the ideal option for your accounting department).

How to Add, Modify, or Edit "Users" (Panel Access)

To add a new user:

1. Log into your Client Area by visiting https://www.beewh.com/colmena with your usual credentials.
2. Go to the top right corner and click on your name (or the Account menu).
3. From the dropdown menu, select User Management.
4. In the Invite New User section, type the email address of the person you want to authorize.
5. Choose permissions: Right below, check the boxes for what they are allowed to do. For our team to help them with cPanel or technical support, make sure to check at least the View & Open Support Tickets option.
6. Click Send Invite. Your collaborator will receive an email to create their own password and securely link to your account.

To modify, edit, or remove permissions for an existing user:

1. Go to Account > User Management.
2. In the list of linked users, find the person you want to edit and click Manage.
3. To change permissions: Modify the checked boxes according to your current needs and save the changes.
4. To revoke access: If that designer or employee no longer works with you, click on Remove Relations / Revoke Access. They will immediately lose the ability to log into the panel and request support on your behalf.

How to Add or Modify "Contacts" (And enable WhatsApp Support)

If you prefer to register a collaborator as a contact, or if you need our support team to assist them directly via WhatsApp, it is mandatory that their information is fully updated in the system.

To add or edit a Contact:

1. In your Client Area, go to Account > Contacts / Sub-accounts.
2. If you are adding a new one: Select Add New Contact, fill out the form, and choose which type of emails you want them to receive (Support, Invoice, etc.).
3. If you are modifying an existing one: Select them from the top dropdown list to load their current details, make the changes, and click Save Changes.

⚠️ Very important for WhatsApp support:

If you or your collaborators prefer the convenience of chatting with our technical team via WhatsApp, it is an indispensable requirement that the mobile phone number is saved in their respective Contact or User profile.

• When creating or editing the profile, make sure to fill out the Phone Number field, including the correct international country code (for example, +1 for the USA, +44 for the UK, +52 for Mexico, etc.).
• Why do we do this? When someone messages us on WhatsApp, our system automatically verifies if that phone number is registered and authorized under a business account. If the number does not appear in our system, our team will not be able to provide technical information or make changes to the cPanel, thus protecting the integrity of your emails, domains, and website.