Apology Email: Data Breach Notification
Apology
Annoyed customer
Neutral
✘ Original Message
Dear Customer, We are writing to inform you of a security incident that may have affected your personal information. We take data security very seriously and want to be transparent about what occurred. On [Date], we discovered unauthorized access to our systems. We immediately engaged cybersecurity experts and have implemented additional security measures. We recommend you change your password and monitor your accounts for any suspicious activity. We sincerely apologize for any concern this may cause. Sincerely, [Company]
✔ Best Rewrite
[First Name], I'm reaching out about a security incident that affected your account. **What happened**: On [Date], an attacker accessed [specific data type] for [X] accounts, including yours. **What we've done**: 1. Forced password reset on all accounts (you'll get a separate email) 2. Engaged [Security Firm] to audit our systems 3. Added 2FA requirement for all users **What you should do**: 1. Use the password reset link (arriving now) 2. Enable 2FA when logging in 3. Watch for phishing emails claiming to be us We're offering 12 months of credit monitoring free: [link to sign up]. I know this is frustrating. If you have questions, reply here or call our dedicated line: [phone]. [Your Name], CEO
Micro-Yes Line
“Reply if you need anything at all.”
Why This Lands Better
- Specific about what was compromised (builds trust)
- Concrete actions already taken (not just "working on it")
- Clear instructions for customer
- Offered tangible remediation (credit monitoring)
- CEO signature shows accountability
#apology#security#data breach#compliance
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