Help on account that has been suspended

Customer Support Customer Only Discussion
1

One of my accounts was suspended:

Your account has been suspended because
TOS Violation(Spamming) (s)

I can’t seem to find any more info on this - since this is the first time it’s happened I don’t know what to do or how to proceed.

While I appreciate your attention to Spamming, as a reseller I need some more info!

Thanks!

2

Well, digging around I did find a few more details:
- AdminSuspensionSuspended by admin account shubham (id 10340893).

I did find the email regarding the suspension (12/17…oops. I need to pay more attention to those!) - however it doesn’t provide any info on how to remedy the situation!
At the end of the email it says:

We are sorry to notify you of suspending your account:
Login: ***
Account ID: # ***
Plan: Windows BasicNB

Your account has been suspended because
TOS Violation(Spamming) (s)
To activate your account or get more information, please contact us at:

(blank) - no contact info! (For the record, I tried LiveChat, but in the LiveZilla window I just get a spinning ‘loading’ animation…I did enter a ticket too…)

3

This generally means it was spamming in a very big way, probably via a compromised account.

4

No response to a trouble ticket yet…so I’m still in the dark.
The usage doesn’t look too out of line:
Disk Quota used 274.27 MB out of 500 MB
Total traffic used 3 GB out of 10.0 GB

But I can’t see e-mail accounts.

I guess a compromised email account can’t be suspended - it has to be the whole hosting account?
As a re-seller I’d appreciate the ability to at least get a user back online - without email - while that e-mail abuse was straightened out.

5

Oh the irony…
The abuse emails detailing the SPAM reports were all marked as SPAM by Google/Gmail.

Ugh.
My problem is the suspected account was used for web based forms - so I can’t send proof of system cleanup.
Hopefully the Abuse department will reply so I can fix the problem!

6

Back online again!

Lessons learned:

  • Make sure to filter ALL jodohost.com email addresses and mark as important, never spam!
  • never setup accounts with temporary (easy) passwords!

Questions:
Does enabling SPF in the control panel help prevent email abuse like this?
Does enabling anti-spam in the control panel filter any outgoing email?
Is there an easy way to track e-mail bandwidth used, per account?
Under “Traffic Details” I can see the breakdown by HTTP, FTP, and Mail - anyway to get detailed mail traffic reports - any way to get a report like that for a reseller (all user accounts)?

7

questions:

  1. No, if they have easy password, they have ability to send SPF authorized mail. Bad.
  2. No, but we will likely start outgoing spam filtering in 2013.
  3. Yes, in mail info screen it shows mail bandwidth usage.
  4. See 3. Per account, don’t think a report that breaks them down, only totals.