Abuse report from LJPc: how to handle it
Published on November 9, 2026 7 min read
An abuse report from LJPc is about spam, phishing or other misuse from your website or mailbox. Find the cause and resolve it before the deadline.
An abuse report from LJPc means we received a complaint about misuse coming from a service on your account, such as spam sent from a mailbox or a phishing page on your website. Open the report in the customer portal, find out where the misuse comes from and fix it before the deadline in the email. Then tell us in the report what you did and mark it as solved, so your service stays online.
Below you can read where to find the report, what usually causes it and how to handle it step by step.
What is an abuse report?
When spam, phishing or other misuse comes from a domain or server, other providers, blocklist operators and the people who received the spam report it to the hosting provider. When such a complaint concerns your website, mailbox or server, we add it to your customer portal as an abuse report and send you an email.
Misuse from a single website or mailbox affects more than that one service: the server can end up on a blocklist, and then email from other customers stops arriving too. That is why an abuse report comes with a deadline. Often the owner does not know anything is wrong yet, for example because a password leaked or a plugin had a security hole.
The email "Abuse report - Action required"
The email has the subject Abuse report - Action required and goes to the email address of the account the report belongs to. It contains:
- the account holder and the email address of the account;
- the Response deadline: the date before which you need to respond;
- a link to the full report in the customer portal.
The email itself does not say what happened: you read that in the report in the portal. Not sure the email really comes from us? Do not click the link, but go to portal.ljpc.nl yourself and sign in. If the report is listed under Abuse tickets, it is genuine.
Where to find the abuse report in the portal
- Sign in to the customer portal. See how to log in to the customer portal.
- In the top bar, click Support and choose Abuse tickets.
- A table lists each report with its number (for example T-1234), subject, status and date. Click a report to open it.
Abuse reports have their own page: your regular support tickets are listed separately under Support, Tickets. The main account also sees the reports of its sub-accounts. A sub-account only sees its own reports, if the main account gave it that permission (see sub-accounts in the customer portal).
What the report shows
| Part | What you see |
|---|---|
| Red bar at the top | How many days you have left to resolve the report, with the button Mark as solved |
| Description | What was reported, for example which service it concerns (a domain, mailbox or server) and when it happened |
| Attachments | Files that come with the report, such as a forwarded spam message or a screenshot |
| Replies | The conversation about this report, with the text box and the Reply button |
| Status | Unsolved or Solved |
Common causes of an abuse complaint
The description tells you what kind of misuse was reported. These are the most common ones, with the cause that is usually behind them:
| Reported | Usual cause | What to do |
|---|---|---|
| Spam sent from your mailbox | A leaked or weak password: someone else sends email through your mailbox | Change the password right away, as described in create an email address in the customer portal, and enter the new password on all your devices. Other causes are covered in email sending limit. |
| Spam sent from your website | A contact form without working spam protection, or a spam script someone placed on your website | Add a captcha to your forms and check your website for malware with the steps in malware alert from LJPc. |
| Phishing or malware on your website | A security hole in outdated software, or a leaked password | Clean up the files and close the hole, as described in malware alert from LJPc. If a browser still shows a warning afterwards, read website flagged as unsafe. |
| Spam with your address as the sender, while you sent nothing | Spoofing: someone puts your address on their own spam | Explain in your reply that the email did not come from you. A DMARC record with the policy quarantine or reject lets receivers stop such email; if your DNS is hosted with us, you already have a DMARC record with quarantine by default. See what is DMARC. |
| Complaint about content on your website | For example a photo or text that someone else holds the rights to | Remove the content, or explain in your reply why you are allowed to use it. |
If a mailbox or website was misused, assume a password leaked or your software has a security hole. Check with Have I Been Pwned whether your email address appears in a data breach, and scan your own computer with a virus scanner as well.
How to handle an abuse report, step by step
- Read the whole report. Open the description and the attachments. Note which service it concerns and when the misuse took place: that time helps you find the cause faster.
- Find the cause. Use the table above. If a web developer or IT partner manages your website or email, send them the description and the attachments from the report.
- Stop the misuse. Change the password of a misused mailbox, remove a phishing page or spam script, or add spam protection to your form. Make a backup first if you are going to delete files, see back up your website.
- Prevent it from happening again. Update WordPress, plugins and themes, change any passwords that may have leaked and turn on two-factor authentication wherever you can.
- Reply in the report. In the text box under Replies, write what caused it and what you did, then click Reply. Use Add files to attach something, such as a screenshot.
- Mark the report as solved. In the red bar at the top, click Mark as solved. The bar turns green, the status changes to Solved and we are notified right away. Clicked too soon? Reopen sets the report back to unsolved.
Once we close the report, the Replies section shows This ticket is finished.
What happens if you miss the deadline?
Resolve the report and respond before the date under Response deadline in the email. The top of the report shows how many days you have left. If that does not work out, we may take the service the report is about offline temporarily, as the email says. After the deadline, the red bar says the report was not resolved in time and the Mark as solved button disappears. Reply in the report with what you have done.
Need more time, for example because your web developer can only look at it later? Let us know in the report before the deadline, together with what you have done so far.
You think the report is wrong
Does the complaint not come from your service, or is it about email you did send, to people who signed up for it? Reply in the report and explain what you know. For a newsletter, include how recipients sign up. For newsletters to large groups, a newsletter service is the best choice, see email sending limit.
What LJPc hosting takes care of
- We add a complaint about misuse to your customer portal as an abuse report with all the details, so you know exactly what was reported.
- You handle the report in one place: read it, reply, attach files and mark it as solved.
- A nightly malware scan of the websites on our hosting servers and a nightly backup of the server, see backups at LJPc hosting.
- Help with tracking down and cleaning up. Reply in the report or create a support ticket. That article also explains how we charge for such work; we only start after your approval.
Frequently asked questions
What does an abuse report from my hosting provider mean?
A complaint about misuse coming from a service on your account, such as spam sent from a mailbox, a phishing page on your website or content someone else holds the rights to. You find it in the customer portal under Support, Abuse tickets.
How long do I have to resolve an abuse report?
The date is in the email under Response deadline. The top of the report in the portal shows how many days you have left. Respond and stop the misuse before that date.
What happens if I do not respond to an abuse report in time?
We may take the service the report is about offline temporarily, as the email says. If you need more time, let us know in the report before the deadline.
I did nothing wrong. What should I do?
Reply in the report and explain what you know. Often the cause is a leaked password, or spam where someone else used your address as the sender. In that case too, stop the misuse and tell us in the report what you did.
Is the abuse report email really from LJPc?
If in doubt, do not click the link, but go to portal.ljpc.nl yourself and sign in. If the report is listed under Support, Abuse tickets, it is genuine.
Can LJPc help me resolve an abuse report?
Yes. Reply in the report or create a support ticket. The article about support tickets explains how we charge for such work; we only start after your approval.