Use the master workspace to investigate an assigned downstream reseller without exposing a platform administrator account. Start with account, order and API evidence, then use a delegated action only when the customer has requested that specific change.
IN THIS ARTICLE
01 Find the affected account and request
- Open Master workspace and select the intended reseller from your permitted network.
- Check its current status, tier and available TLD or service offering.
- Use API logs to locate the request by child account, time, path and error reference.
- Read the related domain or order and compare requested state with the confirmed provider result.
- For a billing issue, compare your provider cost, the downstream invoice amount and any recorded adjustment.
02 Use delegated access deliberately
Where a normal domain route supports delegation, authenticate as the master and send X-On-Behalf-Of with the assigned child's ID. The action runs in the child's resource context and under its effective service permissions. The configured master funding relationship still determines settlement.
Delegation does not provide unrestricted access to the child's keys, users, wallets, top-ups, refund requests or master administration. Inactive child accounts cannot be changed through this path. Use the dedicated permitted account or credential workflow when that is the actual task.
Common questions
Why does a request work for me but fail for the child?
The child can have different scopes, account status, TLD offers, provider assignments and source restrictions. Diagnose its effective context rather than sharing your privileged key.
Can I rewrite an error message to make checkout continue?
Error messages changes the text shown for a code. It does not change HTTP status, validation, permissions or retry rules. Keep the explanation consistent with the real failure.
Does refunding the reseller refund the original provider transaction?
The master adjustment and provider settlement are separate records. Check both before confirming a complete refund to the customer.
What should be escalated to us?
Send the child ID, domain or operation reference, redacted error and precise requested outcome when the issue exceeds your assigned scope. Keep secrets and unrelated customer records out of the escalation.