Mistakes

Common TREX OTT Reseller Mistakes

Nine things that cost people money in their first three months. Every one of them is avoidable, and most of them are decisions rather than accidents.

1. Recreating a line instead of renewing it

   Renewal keeps the customer’s credentials; recreation changes them and forces every device to be reconfigured. It is the single most common panel error and it directly causes churn. See the lifecycle.

2. Terminating for non-payment

   Suspend instead. Termination is permanent, is not credit-refunded, and turns a late payer into a lost customer plus a rebuild.

3. Issuing credentials on our hostname, then moving to custom DNS

   Every existing customer has to reconfigure, and some will simply leave. Decide the hostname before your first customer, not after your fiftieth.

4. Buying a large credit pack before having customers

   The price break is real; so is the cash sitting idle. Buy for three months of customers you can name.

5. Watching the credit balance instead of the expiry list

   The number that matters is how many credits your upcoming renewals need. The dashboard shows expiries due — that is your work queue.

6. Selling one multi-connection line to several unrelated people

   They lock each other out, you cannot diagnose it, and every complaint comes to you. One line, one customer.

7. Posting credentials into group chats

   A line shared publicly is consumed by strangers within hours. See panel security.

8. Building ten WHMCS products before testing one

   Configure one product, run a full order-to-termination test, then clone it. Otherwise you get ten products with the same mistake — see the integration guide.

9. Promising customers uptime figures or restoration times

   You do not control either. A missed promise costs more credibility than the outage did — see service status and maintenance.

Questions