Brinks Home™ Cybersecurity Investigation:
Frequently Asked Questions
What happened?
We identified a security incident in which an unauthorized party gained access to certain Company systems. We are investigating with the help of leading outside cybersecurity experts to determine exactly what information was affected.
Is the incident contained?
Brinks Home took immediate steps to contain the incident and is continuing to monitor its systems closely.
Is my Brinks Home security system or service affected?
Based on the Company's investigation, this incident did not affect Brinks Home production or services. Alarm Monitoring and system functionality remain fully operational, and continue without interruption. Customer-facing services remain fully available, and Brinks Home continues to serve its customers without interruption.
Was my personal information affected?
At this time, we are still working to confirm the exact scope of information that may be involved. Accurately determining this information is a central focus of the ongoing investigation and review effort. To avoid speculation, we will only communicate based on confirmed facts to affected parties.
What is Brinks Home doing to protect my information and prevent something like this from happening again?
Protecting your information is a responsibility we take seriously, and we are taking concrete steps in response to this situation. We engaged leading external cybersecurity experts to investigate, and we are working closely with them to review this incident. Safeguarding customer data is an ongoing commitment, and we continually review and improve our security program as threats evolve.
How can I verify that an email, call, or text message is really from Brinks Home?
Use contact information from the official Brinks Home website, app, or Customer Portal to verify the communication independently. Do not rely on the telephone number, email address, or link contained in an unexpected message. If you're still unsure, you can always hang up and call back using the number listed on our website. Brinks Home will never ask customers to provide sensitive information through unsolicited communications beyond an active alarm event.
Will you notify me if my information is confirmed to be affected?
If we determine that personally identifiable information was involved, we will provide additional notifications consistent with applicable law.
How did this happen?
Our investigation is ongoing, and we’re not able to confirm those details at this stage.
Is it safe to use the Brinks Home app and Customer Portal?
Brinks Home products and services remain operational. Customers may continue using the official Brinks Home app and Customer Portal.
When will the investigation be completed?
Cybersecurity investigations are complex and can take time. Brinks Home is working with outside cybersecurity experts to conduct a careful and thorough review. We will provide additional information as appropriate when more facts have been verified.
What should I do if I receive an email, text, or call threatening to release my information, or anything that looks like spam or phishing related to this incident?
If you receive a suspicious message like this, whether it claims to be from the party responsible, from Brinks Home, or from anyone else, please don't respond, click any links, or delete it. Preserve the message and contact us at right away at [email protected] or 469.391.4024 so our team can look into it.