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What to do if…
a customer or client is threatening you online because of your job

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy USA guide

Short answer

If the threat feels immediate or the person may come to your location, move to a safer place if you can do so safely and call 911. Otherwise, pause direct replies, save the messages, and report the situation through your workplace safety, manager, HR, or security channel now.

Do not do these things

  • Do not argue, explain, or negotiate in direct messages, comments, review replies, or email threads.
  • Do not delete messages or posts before saving copies.
  • Do not post your home address, routine, schedule, family details, or other personal information to defend yourself.
  • Do not meet the person in real life to resolve the situation.
  • Do not continue one-to-one contact when a safer workplace-controlled inbox, phone line, or contact person is available.
  • Do not try to investigate, identify, or confront the person yourself.

What to do now

  1. Reach a safer pause if the threat may be immediate.
    If the person says they are coming to your location, appears nearby, or you believe there is an immediate risk of harm, move away from a public-facing area if you can do so safely and call 911. Tell a nearby coworker, manager, receptionist, or security contact what is happening.

  2. Save the online evidence before blocking or muting.
    Take screenshots that show the account name, message, date and time, and URL where available. Keep the original emails or export them with header details where available. Save voicemails and make a short timeline of what happened and how it connects to your job.

  3. Report the threat through your workplace channel now.
    Tell your manager, HR contact, security team, or workplace safety contact. Ask them to log the threat, preserve relevant customer records and call logs, and give you one named contact for updates.

  4. Ask for workplace-controlled changes that reduce direct exposure.
    Ask whether customer contact can be routed through a team inbox, phone line, manager, or security contact. If the person may attend your workplace, ask for reception or security to be informed. Ask whether your name, schedule, or location can be removed from outward-facing information where possible.

  5. Reduce online exposure after saving the evidence.
    Use the platform’s reporting tool for threats or harassment where one is available. Block or mute the account where safe to do so. Check whether your public profile shows your workplace, location, routine, or personal contact details, and reduce what is visible.

  6. Use a local police route for non-emergency threats.
    If the threat is not an immediate emergency but you want to report it, check your local police department’s official website for its non-emergency reporting route. Share the saved messages and timeline. Keep 911 for immediate danger.

  7. Flag discriminatory harassment clearly.
    If the messages target a characteristic protected by federal employment discrimination law, such as race, color, religion, sex, national origin, age, disability, or genetic information, tell HR or your workplace reporting contact. Customer or client harassment may matter under federal employment discrimination law depending on the facts, including what the employer knew or should have known and what reasonable corrective action was available.

  8. Use IC3 for suspected cyber-enabled crime, fraud, or extortion.
    If the messages appear to involve cyber-enabled crime, fraud, or extortion, including demands for money or data, you can file a report with the FBI-run Internet Crime Complaint Center. For immediate danger, call 911 or local police first.

What can wait

  • Writing a public statement or a long reply thread.
  • Deciding whether to seek a restraining order, start a lawsuit, or contact the media.
  • Trying to identify the person through your own online searches.
  • Making major career or business decisions while the immediate situation is still unsettled.

Important reassurance

It is understandable to feel shaky, angry, or embarrassed after being threatened. Treating the situation as a safety issue, saving the messages, and involving your workplace are reasonable first steps.

Scope note

These are first steps to stabilize the situation and reduce immediate exposure. Later decisions may need specialist legal advice, workplace support, law-enforcement guidance, or victim support.

Important note

This is general information, not legal, medical, financial, therapeutic, or other professional advice. If you are in immediate danger, call 911.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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