Exciting News: LucentHost is now an official Multi-Member LLC! Thank you for growing with us. Read it
Exciting News: LucentHost is now an official Multi-Member LLC! Thank you for growing with us. Read it
The Legal and Abuse department is responsible for processing any complaints received about abuse or violations associated with services provided by LucentHost.
Child sexual abuse material, or an immediate threat to someone's safety. Email abuse@lucenthost.com and put URGENT in the subject line. Reports of this kind are escalated ahead of everything else and acted on without waiting for the account holder to respond. We act on our own network, only the authorities can act on the people behind it. Do not download, save or forward the material itself. Send us the URL and nothing more.
Anything on our network being used to harm, deceive or attack people.
A page pretending to be a bank, a payment service or any other brand in order to collect logins or card details. Send the exact URL.
Sites distributing malicious files, or injected scripts redirecting visitors to something harmful.
Unsolicited bulk email sent from, or advertising, a site on our network. Include the full message headers.
Port scanning, brute force attempts or denial of service traffic coming from one of our IP addresses.
Fake stores, advance fee schemes, or sites impersonating a real business to deceive people.
Report any material whose possession or distribution is itself a criminal offence.
A report with these details can be acted on the same day. One that says "this site is fake" and nothing else usually can't be acted on at all.
The full address of the offending page, not just the domain. Abusive content often sits several levels down from a normal-looking homepage.
Date and time with a timezone. Logs are worthless without a window to search, and attackers often clean up quickly.
Full email headers for spam, log excerpts for network attacks, a screenshot for a phishing page. Paste it as text where you can rather than attaching files.
Tell us what you believe is happening and who it harms. It's the difference between a report we can verify and one we have to guess at.
So you know what to expect, including the parts we can't tell you.
Someone checks the report against the account and the server logs. In cases that are clearly urgent, such as phishing that's collecting live credentials or malware being served, we act first and investigate afterward.
Many cases involve a compromised site rather than a malicious owner, such as an outdated plugin that turned into a phishing page without the owner ever knowing. Where that's likely, they get a chance to clean it up.
Content is removed or the account is suspended where the breach is confirmed and serious, or where the owner doesn't respond. Repeat violations end the account entirely.
We'll confirm that we received your report and that it was actioned, but we can't share what we found or who the account belongs to. That's a privacy obligation, not evasiveness.
This address is only for abuse reports. Anything else sent to the address will be redirected and may be delayed.
Billing, hosting problems, migrations and anything else about a service you hold with us goes through a ticket from your client area, or via live chat.
We're a hosting provider, not an arbiter of who's right in a dispute. Claims of defamation, a business disagreement, or content you find objectionable but which isn't unlawful are matters for the site owner or a court, not for us to rule on.
Check where a domain is actually hosted before reporting it. Our WHOIS lookup will show you the nameservers and registrar. If it isn't us, the report needs to go to wherever is.
Include the URL, the time you saw it and any evidence you have. Our Abuse team reads every report.
