Connect with us

Hi, what are you looking for?

The American GeniusThe American Genius

Business Marketing

Buffer gets hacked, company handles it impeccably

Social media management tool, Buffer has been hacked, and instead of making it worse by ignoring it or placing blame, the company provides a perfect case study for how to handle a crisis of this nature.



Buffer gets hacked, founder reacts

Social media management tool, Buffer was hacked mid-day on Saturday, and accounts sent out unauthorized weight loss spam messages through accounts like Facebook and Twitter that are connected to many users’ Buffer accounts.

Immediately upon learning of the hack, Buffer tweeted, “Hi all. So sorry, it looks like we’ve been compromised. Temporarily pausing all posts as we investigate. We’ll update ASAP.” Additionally, users that log in to the Buffer app see a warning and apology at the top of the page, reading, “Sorry – Buffer was hacked and some scam posts were sent. We’re working hard to investigate. Stay updated via Twitter (@buffer).”

Buffer says it is currently investigating and has turned off all posting through Buffer until the situation is resolved. Users are urged to change their password immediately.

Shortly after the hack, despite updates on Twitter, and a notification on the site – both major feats for a weekend, even for a tech startup, Buffer Founder, Joel Gascoigne emailed all users the following:

Hi there,

I wanted to get in touch to apologize for the awful experience we’ve caused many of you on your weekend. Buffer was hacked around 1 hour ago, and many of you may have experienced spam posts sent from you via Buffer. I can only understand how angry and disappointed you must be right now.

Advertisement. Scroll to continue reading.

Not everyone who has signed up for Buffer has been affected, but you may want to check on your accounts. We’re working hard to fix this problem right now and we’re expecting to have everything back to normal shortly.

We’re posting continual updates on the Buffer Facebook page and the Buffer Twitter page to keep you in the loop on everything.

The best steps for you to take right now and important information for you:

  • Remove any postings from your Facebook page or Twitter page that look like spam
  • Keep an eye on Buffer’s Twitter page and Facebook page
  • Your Buffer passwords are not affected
  • No billing or payment information was affected or exposed
  • All Facebook posts sent via Buffer have been temporarily hidden and will reappear once we’ve resolved this situation

I am incredibly sorry this has happened and affected you and your company. We’re working around the clock right now to get this resolved and we’ll continue to post updates on Facebook and Twitter.

If you have any questions at all, please respond to this email. Understandably, a lot of people have emailed us, so we might take a short while to get back to everyone, but we will respond to every single email.

– Joel and the Buffer team

Crisis management like a boss

In recent history, hacks have been handled very poorly. Some companies act as if they never happened, others immediately rush to place blame, but Buffer has provided an immediate case study of how your company should handle a security breach by notifying users instantly, apologizing profusely, getting the word out on all social networks, and explaining fully what has happened and what will happen next.

Advertisement. Scroll to continue reading.

Although the situation is still evolving, Buffer was less worried with blame, and more worried with their customers’ experience and security. Perhaps they had a crisis management plan in place, or perhaps their leadership is well equipped to handle crises of this nature, but either way, Buffer has nailed it.

The American Genius is news, insights, tools, and inspiration for business owners and professionals. AG condenses information on technology, business, social media, startups, economics and more, so you don’t have to.


American Genius
news neatly in your inbox

Subscribe to our mailing list for news sent straight to your email inbox.



Opinion Editorials

(EDITORIAL) In the COVID-19 crisis, some leaders fumbled through it, while others quietly safeguarded their company's future.

Business News

(BUSINESS) Companies can learn quite a bit from the recent Hawaiian missile clusterflip, particularly about timeliness and clarity in crisis communications.

Tech News

(TECH NEWS) Buffer has created a browser extension that will help you tailor your social media posts to different platforms.

Business Marketing

Marketing just got a whole lot easier thanks to an acquisition made by Buffer.


The American Genius is a strong news voice in the entrepreneur and tech world, offering meaningful, concise insight into emerging technologies, the digital economy, best practices, and a shifting business culture. We refuse to publish fluff, and our readers rely on us for inspiring action. Copyright © 2005-2022, The American Genius, LLC.