If you have received an email from us regarding a mail account that has been suspended due to spam or possible compromise then you will need to follow the instructions below in order to have access to that email account or email domain restored.
Passwords
Make sure that you are using strong passwords as per the Password Policies section of our Acceptable Use Policy
Do not use passwords which are considered weak or easy to guess
Do not reuse passwords across multiple services
Change all passwords linked to the device that is connecting to the mail service
Check if the password has been breached https://haveibeenpwned.com/Passwords
Malware and Virus Scans
Perform a malware and virus scan on all devices (mobile + laptop / desktop) that connect to the affected mail account using all of the antivirus vendors listed below, save the results and send to us in response to your support request.
If the device is infected, then you will need to resolve that issue before we can reinstate services.
If the device is not infected, then our support staff will enable the account and reset the password. You will need to change the password to a strong password and ensure that the account is not suspended again within a 90 day period.
Data Leak
A common mistake made by end users is to reuse the same password on multiple websites and it is possible that the user's credentials have been leaked
Use a service such as https://haveibeenpwned.com/ to determine if the user's credentials have been breached and take appropriate action.
Order a Mail Box or Mail Domain Reinstatement
After completing all of the above, order and pay for a Reinstate Suspended Mail Account or in some cases you may need to order a Reinstate Suspended Mail Domain if one or more accounts are affected.
Two Factor Authentication
As per our Acceptable Use Policy, when a mail domain or email account is compromised Two Factor Authentication (2FA) will be administratively enforced on all email accounts to limit and try prevent any further compromised services.
You can view our guide How to enable Two Factor Authentication on your Business Email Hosting email accounts which will show you how to set up Two Factor Authentication.
