Abuse FAQ

Troubleshooting abuse helps when MyAccount refuses a node’s actions with Actions cannot be performed on abused VM, when you cannot delete a node or find an Abuse ticket, and when the account is suspended for abuse.

Complaints and tickets

What is an abuse complaint?

An abuse complaint is a report that one of your nodes or IP addresses is being used for abuse, such as attacks on other systems, spam, phishing, copyright infringement, or malware. See Abuse.

How does E2E tell me about a complaint?

E2E emails you and asks you to stop the activity at once. E2E also opens an Abuse ticket on your account, which shows in Support, and adds the complaint to Abuse Logs with the status Open. See Find the complaint.

Do I need to switch projects to see an Abuse ticket?

No. Support shows Abuse tickets from every project, so the one you are in does not matter. To see only complaints, choose Abuse in All Categories. See You cannot find the Abuse ticket for a complaint.

Where do I see the complaints against my account?

They are listed in Abuse Logs: in the side menu, click Settings, then Abuse Logs. The page lists every complaint on the account from all projects, with the node, the public and private addresses, the abuse type, E2E’s note, and the status. See Find the complaint.

What does Download in Abuse Logs give me?

It saves E2E’s report on the complaint as a PDF file named after the node. See Download the report.

How do I answer an abuse complaint?

Stop the reported activity, then reply on the complaint’s Abuse ticket in Support with what you found and what you did. You can reply on an Abuse ticket at any time. See Respond to an abuse complaint.

Can I close an Abuse ticket myself?

No. Only E2E can close an Abuse ticket. See Follow the complaint until E2E closes it.

Which abuse types will I see?

Each complaint has one of seven types: Abuse Complaint, Phishing Complaint, Spam Complaint, Copyright Complaint, Online Streaming Complaint, IP Blacklisted, and Malicious Complaint. See What counts as abuse.

Blocked nodes and suspended accounts

Does a complaint block my node straight away?

No. Blocking a node and suspending the account are separate decisions that E2E makes, and logging a complaint does neither. When the activity is a clear and present danger to E2E, its other customers, or anyone else, the Terms of Service let E2E suspend or end your services at once. See Abuse.

How long do I have to stop the activity?

Stop it as soon as E2E’s email arrives. Clause 9.2.3 of the Terms of Service lets E2E suspend your services once the activity has gone on for more than 24 hours after that email.

What stops working when E2E blocks a node?

Traffic to and from the node’s public IP addresses stops. MyAccount refuses the node’s actions with Actions cannot be performed on abused VM, including Access Console, deleting the node, changing its scheduled actions, and attaching or detaching a reserved IP. See Actions cannot be performed on abused VM.

Can I use the console on a blocked node?

Only if E2E allows it. E2E can allow Access Console and Power Off on a blocked node so that you can fix it from the console; every other action stays blocked. See Actions cannot be performed on abused VM.

Does restarting the node remove the block?

No. The block returns whenever the node runs again, and only E2E can remove it. Once E2E does, the node’s public network and actions work again.

Can I delete a node that E2E has blocked?

No, not while it is blocked. Answer the complaint first; once E2E removes the block, you can delete the node. See You cannot delete a node that E2E has blocked.

What happens when my account is suspended for abuse?

The account’s nodes lose network access, and its CDN, backups, and object storage are suspended. MyAccount opens only the dashboard, which tells you how to contact E2E. See Your Account is Suspended.

Does restoring my account unblock my nodes?

No. A blocked node stays blocked after the account is restored, until E2E removes the block.

The Terms of Service

What else can E2E do about a violation?

Clause 9.2.6 of the Terms of Service lets E2E take one or more of these steps: warn you; suspend some or all of your services until you fix the violation; close your account; bill you for the costs of the violation; take legal action against you; or report the violation to law enforcement. If you paid for services in advance, E2E can keep the whole of that payment without a refund.

What happens if the same activity comes back?

If E2E gives you a chance to fix the activity and it happens again, the Terms of Service say your access ends without further notice.

Am I responsible for what my customers do on my nodes?

Yes. Under the Terms of Service, what your own users and customers do on your services is your responsibility. Stop prohibited activity as soon as you learn of it, and cut off their access if you need to.

Can I mine cryptocurrency on an E2E node?

Yes, but only with E2E’s written approval. Mining without that approval can cost you the service or the whole account.

Can E2E share my data with the authorities?

Yes. Under clause 9.2.5 of the Terms of Service, E2E can let a government authority inspect your data or usage, and can report conduct it believes is unlawful, without telling you.