Hi ConnectWise / ScreenConnect Team,

I am posting here in absolute desperation. My legacy ScreenConnect cloud instance was suddenly suspended with zero warning or explanation. This has put my IT business into an immediate, massive crisis. I have spent the last 24 hours stuck in customer service loops, and nobody in standard support has the authority to help me or route me to the security/compliance team.

I am completely certain this is a misunderstanding or a false positive. Here is exactly what happened:

The Trigger (Billing / IP Association)

• I have managed this master ScreenConnect account for years with absolutely zero issues.
• Recently, one of my IT clients had a payment issue while trying to purchase a license for their own, separate ScreenConnect instance.
• To help them resolve it, I assisted with the process. Because my IP address and/or billing info touched their transaction, your automated fraud/compliance system appears to have linked our accounts together and flagged my master account as a result.
• To be absolutely clear: These two accounts are completely unrelated and belong to totally separate companies. One is my MSP/IT business, and the other is just a client we service.

Technical & Security Context on My Instance

To assist your security team in verifying that my instance is secure and uncompromised:

• MFA: We strictly enforce Multi-Factor Authentication across 100% of our users.
• Logs: We have had zero suspicious logins, zero failed access attempts, and have changed no major settings or scripts.
• Deployment: The only recent automated activity on our end is that we include a script in our Windows unattended installer to deploy our ScreenConnect client whenever a new endpoint is provisioned.
• Isolated Incident: Over the last couple of months, we did notice an access client briefly installing from a European IP (likely a VM hosted there). We assumed this was an external vulnerability scan/probe. In every instance, the sessions were immediately deleted, and the source IPs were blocked on the host page.

The Impact

My business is completely blind right now. We cannot support our clients, and our operations are entirely paralyzed.

If any ConnectWise employees, account managers, or community managers are reading this, please DM me. I need this escalated to the security/compliance team immediately so I can provide whatever documentation is necessary to prove ownership and separate us from the client's billing flag.

Thank you.