State what is known, who is affected and what action is being taken. Avoid claiming a cause or restoration time that has not been confirmed, and provide updates through a consistent channel so customers can follow the situation.
Establish the scope
Distinguish a single device problem from several similar reports or a supplier-confirmed issue. Record the time and affected functions. A few messages do not prove that every account is unavailable, so describe the observed situation accurately.
Write a useful update
Tell customers whether any action is required on their side and what remains under review. If the supplier has not given a completion time, say that plainly. Repeated promises of “five more minutes” can create confusion when there is no evidence behind them.
Confirm the recovery
When the supplier reports a fix, verify the relevant behaviour where possible and invite affected customers to retry. Keep the original incident reference. Record unresolved individual cases separately rather than assuming that a general recovery message closes every customer’s problem.