Report Abuse

1. What to report here

• Unsolicited bulk email or messages — you never gave the sender permission to contact you.
• An unsubscribe link that does not work, or messages that continue after you unsubscribed.
• Phishing: a message that imitates a bank, a delivery company, a government body or any service in order to obtain your data.
• Malware, or links and attachments that install something.
• Fraud, scams, fake invoices and deceptive financial, health or credit offers.
• Hate speech, harassment, threats, or content that endangers a child.
• Impersonation of you, your business or your brand.
• Any other content that breaches our Acceptable Use Policy.

If your only goal is to have your personal data erased rather than to report a sender, the Data Deletion page is the faster route — though you can do both.

2. What to include

Only three things are required: your email, what happened and the message itself. Everything below merely helps the investigation go faster. Send what you have — a partial report is received and worked exactly like a complete one.

• The channel: email, WhatsApp, Instagram, Messenger, Telegram, TikTok or website chat.
• The sender: the from address, the phone number, the page or the username the message came from.
• Your own address or username that received it.
• The date and approximate time of the message.
• A copy of the message — forwarded as an attachment where possible, or a screenshot for a messaging channel.
• For email, the full message headers. They identify the sending account precisely, and without them a report about a spoofed sender can be impossible to trace. Most mail clients expose them under "Show original", "View source" or "Show headers".
• Anything else that matters: whether you had ever heard of the sender, whether you tried to unsubscribe, and what happened.

Do not click a link or open an attachment in a message you believe is phishing or malware, and do not reply to it. Forward it to us instead.

3. What happens after you send it

1. You get a reference number the moment the report is recorded — before anything else happens, so the reference is valid even if something downstream fails. Your report is never lost.
2. The same reference is emailed to the address you gave.
3. The report enters the queue our support team works, with a priority and a deadline, and it is reviewed.
4. We reply to you within 15 days. If a review takes longer than that, we tell you so within the same period.
5. Where the report is about the content of a customer's own message, we take it up with that customer as the party responsible for it.
6. Your address is suppressed for the sender concerned, so it cannot be messaged again by them while the matter is open.

You do not have to work out who sent the message. We try to identify the origin ourselves from the details you give; when that is not possible, the report goes into the queue for a person to investigate. A report with no identified sender is received exactly like any other — finding out is our job, not yours.

We do not disclose the identity of a customer to a reporter, and we do not disclose the identity of a reporter to a customer, except where the law requires it or where you ask us to. Reporting in good faith never exposes you to action from us.

Content that endangers a child is reported to the competent authorities, not merely removed.

4. For mailbox providers, blocklist operators and platform teams

The same address, [ABUSE EMAIL], is our contact for operational abuse handling. We welcome feedback loop reports, spam-trap notifications, blocklist listings and trust-and-safety escalations, and we act on them as a priority.

• We maintain per-recipient suppression and apply complaint and bounce thresholds per organisation and per sending domain, as published in the Acceptable Use Policy.
• We monitor our sending domains against public blocklists and act on a listing.
• For an urgent matter — an active phishing campaign, malware in flight — mark the subject "URGENT" and we will treat it outside normal hours.
• Security vulnerabilities in the platform itself go to [SECURITY CONTACT EMAIL] instead.

5. If you just want the messages to stop

• For a marketing email: the unsubscribe link at the bottom takes effect immediately, and the address is added to a suppression list that prevents the sender contacting it again.
• For a messaging channel: replying to ask the sender to stop is honoured, and you can also block the sender in the platform's own app.
• To have your data erased rather than merely suppressed, follow the Data Deletion page.
• If none of that works, use the form at the top of this page and we will apply the suppression ourselves.

6. Contact

Abuse reports: [ABUSE EMAIL]. Privacy and data subject requests: [DPO EMAIL]. Security vulnerabilities: [SECURITY CONTACT EMAIL]. [LEGAL ENTITY NAME], [CNPJ], [REGISTERED ADDRESS].

Related documents: the Acceptable Use Policy, the Data Deletion instructions and the Privacy Policy.