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Legacy Site Manager Migration FAQs

This article lists frequently asked questions about migrating a legacy account to cPanel.

How do I move my account to cPanel?

You can migrate your account from Site Manager to cPanel at any time. WestHost recommends a migration as soon as possible. The site Manager is entering the end-of-life stages and will be closed shortly. You will be best served by migrating your account sooner rather than later. To migrate your account, please see the steps below.

The main methods for getting your account moved to cPanel are:

  1. Migrating your content. (You know your site best, so this is your best migration option.)
  2. Requesting a review from Support to see if we can move your account for you.

Can WestHost Support move my account from Site Manager to cPanel?

In some cases, yes. This move depends on an initial review of your account by our Support team. Contact Support to request a review.

Do I have to pay for both hosting services while I am moving my account?

We try to make the move as easy as possible. Please contact our Billing team when you are ready to get started so that we can review your account and make sure you have the services you need.

Can I update my website during the migration process?

If the migration hasn't started, then sure! But if you are in the middle of a move you may be responsible for re-migrating at least the new content. Our Support team will not be able to move the account multiple times.

How do I request help from Tech Support to move my account?

The general steps will be for you to call or chat with our Support team. We will answer questions give you general information on the migration process and submit a ticket for your Site Manager account to be reviewed.

We will review your account as soon as possible and respond to your request once the review is completed through the open support ticket. We let you know if it will be possible for our team to make the move. If a move is possible, we will provide a link for you to order the necessary package. That package must be ordered as it fits the minimum requirements our Support team feels will suit your existing account.

Please note that a review is as detailed as we can make it. This does not mean that the account will function correctly in the new environment, but that our team feels that it should be without too much additional effort. 

Be aware that some accounts have customizations that simply cannot be transferred to the cPanel shared environment. Note that you may be asked to upgrade to a Cloud Reseller account to have the proper access for you to add your customizations.

What are the steps of a migration? How long does it take to finish?

If you are moving your account, you may be able to get it done in only a few days. You are welcome to ask questions of our Support team as you move your content to the new environment.

If you are having Support move it, we handle these as quickly as possible on a first-come, first-serve basis. You should expect a couple of weeks for an account to be reviewed, moved, billing details sorted, and any kinks to be worked out.

After your account has been approved and you've let Support know that your new cPanel account has been ordered, we can begin the migration process.

The general flow of the migration is:

  1. Copy all files, databases, and email users to the cPanel account.
  2. Update configuration files to use the correct username and password format required by cPanel.
  3. Test basic site functionality.
  4. Have the client (you) test site functionality. You may need to make customizations to your account that are not within the scope of our Tech Support at this stage. We will try to direct you toward resolutions as best we are able.
  5. When all is working properly, we will update the DNS (Domain Name Servers) so that your site(s) point to the new account.
  6. Close the Site Manager account. This cancellation MUST be submitted by you when you are ready. Tech Support will NOT close a Site Manager account automatically. We cannot be responsible for charges that result from a failure to properly close your old account.

Migration can take anywhere from 2 - 6 weeks. The delay accounts for the many points along the way when we require a response from you, the account owner. Note that the more responsive you are, the better Support can work through the steps listed above. The longest parts of the migration tend to be the moving of files and the basic configuration updates.

Site testing can also include some back-and-forth communication if you need to ask questions about certain functionality that may be different in the new system.

Be aware that Support does not handle the billing for your account. You will need to follow up on your migration to properly close out your Site Manager account and have the remaining billing cycle credit transferred to cPanel.

Do I need to update my DNS?

If your domain is registered with WestHost, we will automatically update the DNS for your domain(s). If your domain(s) is not registered with WestHost, you will need to update the DNS information for your domain once the upgrade is complete. We will notify you when the migration has been completed so that you can update your DNS. This change will not cause any downtime as we will keep the existing name servers active until further notice.

See the DNS information for CHI below:

Note that some registrars only allow you to add two name servers. If this is the case, please use:

If you have any questions or concerns about DNS please contact our support team. They are happy to assist you and answer any questions that you may have about this migration. If your domain is registered with another registrar, please contact your domain registrar to update the DNS for your domain.

How long should a migration take?

If you perform your migration, you can take as long as you need. Since you or a web developer should be more familiar with your site, it is often much faster to move the account on your own. Tech Support is available 24/7 if you have questions about tools in the new environment or need direction to online support forums for a particular piece of software.

We try to be as knowledgeable as possible, but cannot support custom software that may be included in your migration to the new system. Be aware that some software cannot be moved to the new system at all. 

If you are having Tech Support conduct a migration, it could take anywhere from 2 to 6 weeks. We cannot promise a timeline or schedule for migrations, as each account has unique needs.

All migrations are handled on a first-come, first-serve basis.

What level of support is provided to me when WestHost moves my account?

The following guidelines should give you a good general idea of what Support will be able to do OR answer questions about during a migration:

  • The basic movement of files, databases, and email users. We can copy files over.
  • Updating configuration files. Like WordPress, the configuration file will need to be updated to match the new database username and password.
  • Configuration of DNS zone files.
  • Configuration of email users (and guidance on updating your mail client to remain connected).
  • Configuration of addon or sub-domains.

If your site has custom software or has been customized from the default settings provided by the Site Manager system, you will need to ensure that these customizations are carried over or updated to suit the needs of your new environment. Tech Support is not familiar with the inner workings of your website and may be very limited when answering questions about customizations or software involved in a migration.

What is CHI?

CHI (Client Hosting Interface) is our user-friendly control panel that allows you to view and manage all of your hosting services. You can manage your domains, upgrade your hosting plan, view your account details, or submit a support ticket. Click here for more information about our CHI control panel.

How do I log into my new account?

You can access your account at To log into your CHI account for the first time, click on the “Forgot Password?” link. Enter your billing email address in the username field and click "set password." The password reset link will then be sent to your email address. Follow the necessary steps to create a password for your CHI account.

We strongly recommend that you have good backups of your Site Manager account and that you or a developer can update settings or re-configure customizations that you will need in the new cPanel system.

Please remember that each account is unique and we will do our best to provide the best level of support possible. The best, and most important, factor in migration is your patience and open communication with our teams.

How can I contact WestHost?

You can submit a support ticket by logging into your CHI account and one of our representatives will get back to you as quickly as possible. You can also contact us using our convenient live chat option or call our support team at 1-800-222-2165.

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