Are contacts reporting messages you did not send, are you receiving unusual delivery failures, or have you noticed suspicious email activity? Report the situation to Nuagerie promptly. The goal is to identify where the messages originated, limit unauthorized access and preserve your business email.
Distinguish spoofing from unauthorized access
The address displayed in a message’s From field can be forged. Seeing your name or address there does not, on its own, prove that someone accessed your mailbox. Unauthorized messages can also originate from a compromised mailbox, an infected device, a website or an application using your credentials. Each situation requires different checks.
Original messages, their headers and available logs help establish what happened. The absence of a message from your Sent folder is not enough to rule out unauthorized sending.
1. Report the issue and preserve useful evidence
Go directly to your Nuagerie Client Area and open a support request. Avoid sign-in links in suspicious messages. If you cannot access your Client Area, use our contact form to ask for help.
- Identify the affected email address, when the issue began and your time zone.
- Describe what you observed: unfamiliar messages, an alert, a sending failure or a delivery rejection. Include the exact error text.
- Keep the original messages and their headers. Our guide explains how to view email headers. Share requested evidence only within your private support request.
- Never send your password, a sign-in code or an API key. Do not post headers, correspondents’ addresses or message contents in a public space.
Do not delete the mailbox or its history to try to stop the problem. That information may be needed for your business and the investigation. Do not open attachments or links in suspicious messages.
2. Protect access from a trusted device
If unauthorized access or exposed credentials are suspected, promptly change the mailbox password from a trusted, updated device. Choose a strong, unique password and store it securely. For a mailbox hosted in cPanel, an authorized user can use Email Accounts → Manage. See our guide to managing an email account.
If you reused that password elsewhere, change it on the affected accounts too. Have a potentially infected device checked before entering the new credentials on it. List the phones, computers, websites and applications authorized to use the mailbox, then update their access after checking them. Report any integration you do not recognize.
Changing a password does not clean a compromised website or recall messages already sent. It is part of the response and does not replace finding the cause.
3. Review forwarding and rules
If these interfaces are available in your cPanel, review Forwarders, the mailbox’s Email Filters and Global Email Filters. Look for external destinations or deletion rules you did not authorize.
Preserve the details of a suspicious rule before correcting it, and ask for help if its purpose is unclear. Some rules support legitimate business workflows. These settings act on incoming messages: reviewing them helps detect diverted mail, but does not by itself stop every form of outgoing abuse.
4. Contain sending and resume normal use
Nuagerie can help assess whether temporary sending or login restrictions are needed and investigate a possible website or application source. A restriction may interrupt legitimate work; sending, receiving and logging in are separate functions. Do not delete the mailbox or raise sending limits to bypass a protection.
After corrections, test legitimate sending and receiving, then watch for returning symptoms. For configuration or delivery problems, see our email troubleshooting guide. Sending reputation and message acceptance also depend on recipients: a password change does not guarantee an immediate return to normal delivery.
Need help securing your email? Contact our team with the details above. We can guide you through checks appropriate to your service and help protect your business communications.
References: cPanel email account management documentation and Canadian Centre for Cyber Security guidance on malicious email.
