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This page contains frequently asked questions and their answers, as well as a secure option to determine which of your data was leaked.
We have personally notified people affected by the data breach. We have only been able to inform those whose email address was leaked. If you did not receive an email, your email address was not leaked. For security reasons, we cannot say whether any of your other data has been leaked, as we cannot verify your identity by phone or email.
As is often stressed in various media, it is always—and now more than ever—important to be alert to suspicious messages via email, telephone, or other communication means. Never respond to suspicious messages and do not click on unknown links. We explicitly emphasise that Apenheul, Ticketcounter or your bank will never ask you for your PIN, transfers of money to other accounts, or other confidential financial actions by phone, email, app, or other means. If you receive a suspicious message, always contact the relevant organisation using the regular contact details provided by said organisation.
We deeply regret that this happened and apologise on behalf of our partner, Ticketcounter.
If you cannot find the answer to your question, please contact us via info@apenheul.nl or +31 55 357 57 57. We will try to help you as soon as possible.
This page contains frequently asked questions and their answers, as well as a secure option to determine which of your data was leaked.
What information was leaked?
To find out exactly what information was leaked, visit the secure Module of Ticketcounter below and enter the email address at which you received the notification. You will immediately receive an email with the information about you that has been compromised.
Frequently asked questions
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I received an email from Apenheul; is this legitimate?
On Monday, 1 March 2021 around 2.45 pm, everyone affected by the data breach received an email from info@nieuwsbrief.apenheul.nl.
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What happened?
Ticketcounter, our online ticket provider, officially announced a personal data breach due to human error in their organisation.
The breach concerns the personal data of people who purchased tickets online from Apenheul or had a season ticket or Vriendenpas between 19 June 2017 and 4 August 2020.
Ticketcounter's system was not hacked; there was no unauthorised access to the system, but one backup file was leaked.
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What data is involved?
The breach concerns personal data of visitors submitted between 19 June 2017 and 5 August 2020 when purchasing online tickets, and the data used in the registration of season tickets or Vriendenpas subscriptions, such as name, contact details (email address, telephone number), date of birth, and address details (street, house number, postcode, city). If payment was made with iDEAL, the IBAN has also been leaked.
No passport photos were leaked.
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What action should I take?
It is important to be vigilant and alert to suspicious messages or requests by email, phone or other communication means. Never respond to suspicious messages and do not click on unknown links. We explicitly emphasise that Apenheul, Ticketcounter or your bank will never ask you for your PIN, transfers of money to other accounts, or other confidential financial actions by phone, email, app, or other means. If you receive a suspicious message, always contact the relevant organisation using the regular contact details provided by said organisation.
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What did Ticketcounter when the news was announced?
Ticketcounter immediately made every effort to trace the leak. The source of the leak was discovered and closed immediately. Ticketcounter notified all its customers and filed a report with the Dutch Data Protection Authority.
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Is Apenheul the only organisation affected?
No. Ticketcounter provides online ticket sales for many organisations in the Netherlands and abroad. Multiple organisations have been affected by the data breach. You may receive a message about this from other Ticketcounter partners as well.
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What did Apenheul do when the news was announced?
Apenheul has been in direct contact with Ticketcounter about the cause of the leak and the actions taken by Ticketcounter to close the leak and prevent this from happening in the future. We place great importance on the security of our visitors' data. We also requested the personal data affected to be able to inform everyone concerned personally. Apenheul has also filed a report with the Dutch Data Protection Authority.
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What can be done with the data?
It is important to be vigilant and alert to suspicious messages or requests by email, phone or other communication means. Never respond to suspicious messages and do not click on unknown links. We explicitly emphasise that Apenheul, Ticketcounter or your bank will never ask you for your PIN, transfers of money to other accounts, or other confidential financial actions by phone, email, app, or other means. If you receive a suspicious message, always contact the relevant organisation using the regular contact details provided by said organisation.
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Who can access my data now?
Unfortunately, we do not know who has access to the leaked data.
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What should I do if I receive emails or phone calls I don't trust?
It is important to be wary of phishing attempts by email, phone or other communication means. Never respond to suspicious messages and do not click on unknown links. We explicitly emphasise that Apenheul, Ticketcounter or your bank will never ask you for your PIN, transfers of money to other accounts, or other confidential financial actions by phone, email, app, or other means. If you receive a suspicious message, always contact the relevant organisation using the regular contact details provided by said organisation.
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Can I have my data removed from the systems immediately?
Yes, you can. Please send an email to info@ticketcounter.nl, and they will remove the data from the system per the GDPR guidelines.
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What has been done to prevent the leak, and how will this be secured in the future?
We place great importance on the security of our visitors' data. Apenheul concludes a processing agreement with all partners that process personal data. Due to a human error at Ticketcounter, the data was leaked. Immediate action has been taken, the leak has been closed, and the operating method has been modified to prevent this from happening in the future. We are, and will continue to be, in discussion with Ticketcounter to ensure that you can use your data safely and securely per the GDPR when visiting our park.