--- title: "Respond to an abuse complaint" description: "Answer an E2E abuse complaint, from its Abuse ticket and Abuse Logs entry to the downloaded report, stopping the activity, and your reply." content_type: "how-to" product: "abuse" platform: "MyAccount" url: "/myaccount/abuse/how-to/respond-to-an-abuse-complaint/" topic: ["respond"] --- # Respond to an abuse complaint Find the node and address an abuse complaint is about, stop the activity, and reply on the complaint's **Abuse** ticket. Start as soon as E2E's email arrives, because clause 9.2.3 of the [Terms of Service](https://www.e2enetworks.com/policies/terms-of-service) lets E2E suspend your services when the activity goes on for more than 24 hours after that email. ## Before you begin Make sure that: - You can sign in to the node the complaint is about, over SSH or with the tools you normally use. If E2E has blocked the node, its public network and **Access Console** are not available; see [Actions cannot be performed on abused VM](/myaccount/abuse/troubleshooting/abuse/#actions-cannot-be-performed-on-abused-vm). - You are the account owner, an **Admin**, or a **Project Lead**. These users see **Abuse Logs** in the side menu. - You have **Update** permission for **Cloud Platform**, which you need to reply on a ticket. An **Admin** or a **Project Lead** has it by default. See [Create a policy set](/myaccount/account/how-to/create-a-policy-set/). ## Find the complaint E2E opens an **Abuse** ticket on your account for each complaint it logs, and adds the complaint to **Abuse Logs** with the status **Open**. To find the ticket, click **Support**, then **Cloud Platform**. **Support** lists **Abuse** tickets no matter which project you have open. To see only complaints, choose **Abuse** in **All Categories**. For the details of every complaint on the account, click **Settings** in the side menu, then **Abuse Logs**. The **Abuse Logs** page lists each complaint from all your projects, with these columns: | Column | What it shows | | ------------------- | -------------------------------------------------------------------------------------------------------------- | | **Date** | The date and time E2E logged the complaint. | | **Abuse ID** | The complaint's own ID: `E2E` followed by eight digits. Give it whenever you write to E2E about the complaint. | | **Node name** | The node the complaint is about, or `NA` when E2E logged it against an address with no node. | | **Public IP** | The public address the complaint is about, as E2E recorded it. | | **Private IP** | The private address the complaint is about, as E2E recorded it. | | **Abuse Type** | The kind of complaint, such as **Spam Complaint** or **Phishing Complaint**. | | **Description** | E2E's note on the complaint, up to 200 characters. | | **Status** | **Open** when E2E logs the complaint. E2E later changes it to **Suspended** or **Closed**. | | **Report Download** | **Download**, which saves E2E's report on the complaint. | A complaint with no status shows `-` in **Status**. When the account has no complaints, the page reads **Currently no complaints are available.** ## Download the report E2E attaches its report to the complaint, and you can save it from **Abuse Logs**. Read the report before you start work on the node. In the complaint's row, under **Report Download**, click **Download**. The report saves as a PDF file named after the node. If the download fails, the page shows **There was some error in processing your request. Please try again later.** Click **Download** again a little later. If it keeps failing, [raise a support ticket](/myaccount/account/how-to/raise-a-support-ticket/) with the complaint's **Abuse ID**. ## Stop the activity Stop the reported activity at once, including activity by your own users or customers on the node. Cut their access if you need to. How you stop it depends on what the complaint reports. For a node that is attacking other systems or has been compromised, and for phishing, spam, and copyright complaints, see [What counts as abuse](/myaccount/abuse/concepts/what-counts-as-abuse/). If E2E has blocked the node, its public network is cut, and MyAccount refuses the node's actions with **Actions cannot be performed on abused VM**. E2E can allow **Access Console** and **Power Off** on the node so that you can fix it from the console; every other action stays blocked. See [Actions cannot be performed on abused VM](/myaccount/abuse/troubleshooting/abuse/#actions-cannot-be-performed-on-abused-vm). ## Reply on the Abuse ticket Reply on the complaint's **Abuse** ticket. You can reply at any time, even after E2E has closed the complaint. 1. Click **Support**, then **Cloud Platform**, and open the **Abuse** ticket. 2. In **Reply**, write what you found on the node and what you did to stop the activity. Include the **Abuse ID** from **Abuse Logs**. 3. (Optional) In **Attach Files**, add files that show what you changed. 4. Click **Reply**. Your reply shows in **Conversation** on the ticket. If E2E has already closed the complaint, your reply reopens the ticket and sets the complaint's **Status** in **Abuse Logs** back to **Open**. For the reply limits and attachments, see [Reply to the support team](/myaccount/account/how-to/raise-a-support-ticket/#reply-to-the-support-team). ## Follow the complaint until E2E closes it Only E2E can close the **Abuse** ticket. In **Abuse Logs**, E2E changes the complaint's **Status** from **Open** to **Suspended** or **Closed**. A block on the node lasts through restarts until E2E removes it. Once the block is gone, the node's public network comes back and its actions work again. If E2E also suspended the account for abuse, the node stays blocked after the account is restored, until E2E removes the block. Keep the cause from coming 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. To make the node harder to break into, follow the hardening steps at the end of [Stop an attack or clean up a compromised node](/myaccount/abuse/concepts/what-counts-as-abuse/#stop-an-attack-or-clean-up-a-compromised-node).