Hello,

We’re sorry for the unauthorised notification some of you received on 6 October and any uncertainty this caused.

Our priority will always be to protect our customers, to understand exactly what happened and to share accurate information as quickly as possible. Our teams, supported by external experts, have undertaken a detailed investigation over the last 48 hours. While the full investigation will continue over the coming weeks, we wanted to provide you with an update.

What’s happened
We discovered that an unauthorised party gained access to an ASOS employee account by impersonating a trusted contact to obtain log in credentials. Those credentials were then used to access information on certain third-party platforms used by ASOS.

The affected platforms were immediately locked down, ensuring that no further information could be accessed and a full investigation was launched with the support of both internal and external cyber experts. We are also working with the relevant law enforcement and regulatory authorities.

What this means for you
Our investigation found that the unauthorised party had access to some personal information, including names and contact details, and certain non-personal account related information.

Since we began our internal investigation on 6 October, we have found that:

- No payment card information was accessed
- No account passwords were accessed
- The ASOS website and app were safe to use throughout, and remain safe to use today

There is no action you need to take on your account. However, please remain cautious of unexpected messages or calls claiming to be from ASOS. We will never ask you to share passwords, security codes or payment details through an unsolicited message or call. You can find more information and advice here.

Once our investigation is complete, we will contact customers directly where we believe additional information, support or action may be required.

We know our customers trust us with their information. We take that responsibility seriously and have already taken additional steps to further strengthen security controls.

Thank you for your patience and for continuing to put your trust in us.