Report abuse

What to include

The more precisely a report identifies what happened, the faster we can act on it. Where you have them, please include:

• What was misused — the service, and the phone number, account or order if known.
• Timestamps, with the time zone. Most of our records are keyed by time, so this is usually what makes an incident findable.
• What happened, and what harm it caused or risked.
• Any evidence you can share — message content, headers, logs, screenshots. Please redact anything you are not comfortable sending.
• How to reach you, if you would like a reply.

Reports are welcome without all of this. Send what you have; we would rather have an incomplete report than none.

What happens next

We read every report. Where a report is credible and urgent, we may restrict the account involved while we investigate, before reaching a final conclusion.

We then check our own records against the report, take action proportionate to what we find — which can include limiting an account, suspending access to a service, or terminating the account — and document the outcome.

If you asked for a reply, we will tell you what we found and what we did. We may not be able to share details about another person’s account.

Reports from registrars, hosts and blocklists

If you are contacting us on behalf of a registrar, hosting provider, network operator or reputation service, please say so — those reports are prioritised, and we would rather fix the underlying problem than have it escalate. Our Acceptable Use Policy sets out what we prohibit and what we are able to do about it.

Security vulnerabilities

If you have found a security issue in mouroam itself rather than misuse by a user, send it to the same address and mark it as a security report. Please give us a reasonable opportunity to fix it before disclosing it publicly.

Not an abuse report?

For billing, orders or anything about your own account, use our contact page instead — it will reach us faster.