diff --git a/app/Services/Support/SupportApprovalEmailService.php b/app/Services/Support/SupportApprovalEmailService.php
index 647e25645..a91571874 100644
--- a/app/Services/Support/SupportApprovalEmailService.php
+++ b/app/Services/Support/SupportApprovalEmailService.php
@@ -21,8 +21,13 @@ public function __construct(
     public function approvalSubject(SupportCase $case): string
     {
         $prefix = (string) config('support_gmail.approval_subject_prefix', '[CW-SUPPORT');
+        $headline = match ($case->case_type) {
+            'profile_update' => 'Please review — name change',
+            'account_restore' => 'Please review — account restore',
+            default => 'Please review before we make changes',
+        };
 
-        return sprintf('%s #%d] Support copilot - dry run review', $prefix, $case->id);
+        return sprintf('%s #%d] %s', $prefix, $case->id, $headline);
     }
 
     public function completionSubject(SupportCase $case, bool $succeeded, string $action = ''): string
@@ -280,59 +285,176 @@ private function proposedActionForCase(SupportCase $case): array
      */
     private function buildDryRunBody(SupportCase $case, array $proposedAction): string
     {
+        $email = (string) ($case->target_email ?? '');
+        $action = $proposedAction['action'] ?? 'none';
+
         $lines = [
-            'CodeWeek Support Copilot - dry run summary',
-            '',
-            'Case #'.$case->id,
-            'Subject: '.$case->subject,
-            'Type: '.($case->case_type ?? 'unknown'),
-            'Risk: '.($case->risk_level ?? 'low'),
-            'Target: '.($case->target_email ?? '(unknown)'),
+            'CodeWeek Support — please review before we make changes',
             '',
+            'Reference: Case #'.$case->id,
+            'Account: '.($email !== '' ? $email : '(email not found in request)'),
         ];
 
-        $diagnostics = $case->actions()->where('action_name', 'diagnostics')->latest()->first()?->output_json;
-        if (is_array($diagnostics)) {
-            $lines[] = 'Diagnostics findings: '.implode(', ', (array) ($diagnostics['findings'] ?? []));
-            $lines[] = '';
+        if ($case->subject) {
+            $lines[] = 'Your request: '.$case->subject;
         }
 
-        foreach (['user_restore', 'user_profile_update'] as $writeAction) {
-            $dryRun = $case->actions()->where('action_name', $writeAction)->where('action_type', 'write')->latest()->first()?->output_json;
-            if (!is_array($dryRun)) {
-                continue;
-            }
-            $result = $dryRun['result'] ?? $dryRun;
-            if (is_array($result) && isset($result['before'], $result['after'])) {
-                $lines[] = 'Planned profile/account changes (dry run):';
-                $lines[] = 'Before: '.json_encode($result['before'], JSON_UNESCAPED_SLASHES);
-                $lines[] = 'After:  '.json_encode($result['after'], JSON_UNESCAPED_SLASHES);
-                $lines[] = '';
-            } elseif (is_array($result)) {
-                $lines[] = 'Planned changes (dry run):';
-                $lines[] = json_encode($result['changes_planned'] ?? $result, JSON_PRETTY_PRINT | JSON_UNESCAPED_SLASHES);
-                $lines[] = '';
-            }
+        $warnings = $this->dryRunWarningLines($case);
+        if ($warnings !== []) {
+            $lines[] = '';
+            $lines[] = 'Please note';
+            $lines[] = str_repeat('─', 12);
+            $lines = array_merge($lines, $warnings);
         }
 
-        $action = $proposedAction['action'] ?? 'none';
+        $lines[] = '';
+        $lines[] = 'What will change if you approve';
+        $lines[] = str_repeat('─', 28);
+        $lines = array_merge($lines, $this->dryRunPlannedChangeLines($case, $proposedAction));
+
         if ($action !== 'none') {
-            $lines[] = 'Proposed action: '.$action;
-            $lines[] = 'Payload: '.json_encode($proposedAction['payload'] ?? [], JSON_UNESCAPED_SLASHES);
             $lines[] = '';
-            $lines[] = 'To execute this change, reply to this email with a single line:';
-            $lines[] = 'APPROVE';
+            $lines[] = 'How to approve';
+            $lines[] = str_repeat('─', 13);
+            $lines[] = 'Reply to this email with exactly one word on the first line:';
             $lines[] = '';
-            $lines[] = 'You will receive a follow-up email when the action has run (completed or failed).';
+            $lines[] = 'APPROVE';
             $lines[] = '';
-            $lines[] = '(Only @matrixinternet.ie and @codeweek.eu senders are accepted.)';
+            $lines[] = 'We will then apply the change and send you a short confirmation email.';
+            $lines[] = 'Only messages from @matrixinternet.ie and @codeweek.eu can approve.';
         } else {
-            $lines[] = 'No automated write action proposed. Review the case in Nova if needed.';
+            $lines[] = '';
+            $lines[] = 'No automatic change is available for this request.';
+            $lines[] = 'Please review the case in Nova or handle it manually.';
         }
 
+        $lines[] = '';
+        $lines[] = '— CodeWeek Support Copilot';
+
         return implode("\n", $lines);
     }
 
+    /**
+     * @return list<string>
+     */
+    private function dryRunWarningLines(SupportCase $case): array
+    {
+        $diagnostics = $case->actions()->where('action_name', 'diagnostics')->latest()->first()?->output_json;
+        $findings = is_array($diagnostics) ? (array) ($diagnostics['findings'] ?? []) : [];
+        $lines = [];
+
+        foreach ($findings as $finding) {
+            $line = $this->humanizeDiagnosticFinding((string) $finding, $case->id);
+            if ($line !== null) {
+                $lines[] = '• '.$line;
+            }
+        }
+
+        return $lines;
+    }
+
+    private function humanizeDiagnosticFinding(string $finding, int $caseId): ?string
+    {
+        $finding = strtolower(trim($finding));
+
+        return match (true) {
+            str_contains($finding, 'duplicate_risk') => 'More than one CodeWeek account uses this email. We will update the account that still needs this name change.',
+            str_contains($finding, 'user_audit_completed') => null,
+            str_contains($finding, 'ambiguous') => 'We could not tell which account to use. Case #'.$caseId.' may need manual review in Nova.',
+            default => null,
+        };
+    }
+
+    /**
+     * @param array{action: string, payload: array<string, mixed>} $proposedAction
+     * @return list<string>
+     */
+    private function dryRunPlannedChangeLines(SupportCase $case, array $proposedAction): array
+    {
+        $action = $proposedAction['action'] ?? 'none';
+        $payload = $proposedAction['payload'] ?? [];
+        $email = (string) ($case->target_email ?? $payload['email'] ?? '');
+
+        if ($action === 'user_profile_update') {
+            return $this->dryRunProfileChangeLines($case, $payload, $email);
+        }
+
+        if ($action === 'user_restore') {
+            return [
+                '',
+                'We will reactivate the CodeWeek account'.($email !== '' ? ' for '.$email : '').'.',
+                'The person can sign in again with their usual email and password.',
+            ];
+        }
+
+        return [
+            '',
+            'We could not determine an automatic change from this email.',
+            'Check that the message includes lines like "Requested first name:" and "Requested last name:".',
+        ];
+    }
+
+    /**
+     * @param array<string, mixed> $payload
+     * @return list<string>
+     */
+    private function dryRunProfileChangeLines(SupportCase $case, array $payload, string $email): array
+    {
+        $dryRun = $case->actions()
+            ->where('action_name', 'user_profile_update')
+            ->where('action_type', 'write')
+            ->latest()
+            ->first()?->output_json;
+
+        $result = is_array($dryRun) ? ($dryRun['result'] ?? $dryRun) : [];
+        $inner = is_array($result) ? $result : [];
+
+        $lines = [
+            '',
+            'We will update the name shown on the CodeWeek account'.($email !== '' ? ' for '.$email : '').'.',
+        ];
+
+        if (isset($inner['before'], $inner['after']) && is_array($inner['before']) && is_array($inner['after'])) {
+            $changeLines = $this->formatProfileNameChanges($inner['before'], $inner['after']);
+            if ($changeLines !== []) {
+                $lines[] = '';
+                $lines = array_merge($lines, $changeLines);
+            } elseif (($inner['note'] ?? '') === 'profile_already_matches_requested_values') {
+                $lines[] = '';
+                $lines[] = 'The account already has the requested name — approving will make no change.';
+            }
+        } else {
+            $lines = array_merge($lines, $this->dryRunProfileChangeLinesFromPayload($payload));
+        }
+
+        $lines[] = '';
+        $lines[] = 'The login email address will not change.';
+
+        return $lines;
+    }
+
+    /**
+     * @param array<string, mixed> $payload
+     * @return list<string>
+     */
+    private function dryRunProfileChangeLinesFromPayload(array $payload): array
+    {
+        $lines = ['', 'Requested updates:'];
+
+        if (!empty($payload['firstname'])) {
+            $lines[] = '  • First name → '.$payload['firstname'];
+        }
+        if (!empty($payload['lastname'])) {
+            $lines[] = '  • Last name → '.$payload['lastname'];
+        }
+
+        if (count($lines) === 2) {
+            $lines[] = '  • (could not read name fields from the email — check the request text)';
+        }
+
+        return $lines;
+    }
+
     private function completionHeadline(SupportCase $case, string $action, bool $succeeded): string
     {
         if (!$succeeded) {
diff --git a/app/Services/Support/SupportProfileRequestParser.php b/app/Services/Support/SupportProfileRequestParser.php
index ff1d756a5..46d65a634 100644
--- a/app/Services/Support/SupportProfileRequestParser.php
+++ b/app/Services/Support/SupportProfileRequestParser.php
@@ -29,24 +29,10 @@ public function parse(string $text): array
     {
         $normalized = Str::of($text)->replace("\r\n", "\n")->toString();
 
-        $email = $this->extractFirstEmail($normalized);
-        $firstname = $this->extractLabelledValue($normalized, [
-            'requested first name',
-            'new first name',
-            'first name',
-            'firstname',
-        ]);
-        $lastname = $this->extractLabelledValue($normalized, [
-            'requested last name',
-            'new last name',
-            'last name',
-            'lastname',
-        ]);
-
         return [
-            'email' => $email,
-            'firstname' => $this->sanitizeName($firstname),
-            'lastname' => $this->sanitizeName($lastname),
+            'email' => $this->extractFirstEmail($normalized),
+            'firstname' => $this->sanitizeName($this->extractRequestedName($normalized, 'first')),
+            'lastname' => $this->sanitizeName($this->extractRequestedName($normalized, 'last')),
         ];
     }
 
@@ -58,31 +44,42 @@ private function extractFirstEmail(string $text): ?string
         return $emails[0] ?? null;
     }
 
-    /**
-     * @param list<string> $labels
-     */
-    private function extractLabelledValue(string $text, array $labels): ?string
+    private function extractRequestedName(string $text, string $which): ?string
     {
-        foreach ($labels as $label) {
-            $pattern = '/'.preg_quote($label, '/').'\s*[\*:]?\s*(.+?)(?:\n|$)/iu';
+        $field = $which === 'first' ? 'first\\s*name' : 'last\\s*name';
+
+        foreach (['requested', 'new'] as $prefix) {
+            $pattern = '/(?:^|\n)\s*'.preg_quote($prefix, '/').'\s+'.$field.'\s*[:*]?\s*([^\n\r]+)/iu';
             if (preg_match($pattern, $text, $m)) {
-                $value = trim($m[1]);
-                if ($value !== '') {
-                    return $value;
-                }
+                return $this->cleanCapturedName($m[1]);
             }
         }
 
         return null;
     }
 
+    private function cleanCapturedName(string $value): string
+    {
+        $value = trim(preg_replace('/\s+/', ' ', $value) ?? '');
+
+        if (preg_match('/^(.+?)(?:\s+the email\b|\s+email address\b)/iu', $value, $m)) {
+            $value = trim($m[1]);
+        }
+
+        if (str_contains($value, "\n")) {
+            $value = trim(explode("\n", $value)[0]);
+        }
+
+        return $value;
+    }
+
     private function sanitizeName(?string $value): ?string
     {
         if ($value === null) {
             return null;
         }
 
-        $value = trim(preg_replace('/\s+/', ' ', $value) ?? '');
+        $value = trim($value);
         if ($value === '') {
             return null;
         }
diff --git a/tests/Unit/Support/SupportDryRunEmailCopyTest.php b/tests/Unit/Support/SupportDryRunEmailCopyTest.php
new file mode 100644
index 000000000..75e4f1751
--- /dev/null
+++ b/tests/Unit/Support/SupportDryRunEmailCopyTest.php
@@ -0,0 +1,91 @@
+<?php
+
+namespace Tests\Unit\Support;
+
+use App\Models\Support\SupportCase;
+use App\Services\Support\Gmail\GmailOutboundService;
+use App\Services\Support\SupportApprovalEmailService;
+use App\Services\Support\SupportProfileRequestParser;
+use App\Services\Support\SupportSenderAllowlist;
+use Tests\TestCase;
+
+final class SupportDryRunEmailCopyTest extends TestCase
+{
+    public function test_dry_run_email_uses_plain_language(): void
+    {
+        $case = SupportCase::create([
+            'source_channel' => 'gmail',
+            'processing_mode' => 'automated',
+            'subject' => 'codeweek-support — update last name Hanna to Hannaa',
+            'raw_message' => 'Requested last name: Hannaa',
+            'normalized_message' => 'Requested last name: Hannaa',
+            'target_email' => 'teacher@school.eu',
+            'case_type' => 'profile_update',
+            'status' => 'diagnosed',
+            'risk_level' => 'low',
+            'correlation_id' => 'cid',
+        ]);
+
+        $case->actions()->create([
+            'action_name' => 'diagnostics',
+            'action_type' => 'read',
+            'input_json' => [],
+            'output_json' => ['findings' => ['user_audit_completed', 'duplicate_risk_high']],
+            'succeeded' => true,
+            'executed_by' => 'system',
+        ]);
+
+        $case->actions()->create([
+            'action_name' => 'user_profile_update',
+            'action_type' => 'write',
+            'input_json' => [],
+            'output_json' => [
+                'ok' => true,
+                'result' => [
+                    'before' => ['firstname' => 'Bernard', 'lastname' => 'Hanna'],
+                    'after' => ['firstname' => 'Bernard', 'lastname' => 'Hannaa'],
+                ],
+            ],
+            'succeeded' => true,
+            'executed_by' => 'system',
+        ]);
+
+        $capturedBody = null;
+        $gmail = $this->createMock(GmailOutboundService::class);
+        $gmail->method('sendPlainText')->willReturnCallback(function ($to, $subject, $body) use (&$capturedBody) {
+            $capturedBody = $body;
+
+            return ['id' => 'msg-1', 'thread_id' => 't1'];
+        });
+
+        config([
+            'support_gmail.notify_email' => 'notify@matrixinternet.ie',
+            'support_gmail.allowed_sender_domains' => ['matrixinternet.ie'],
+        ]);
+
+        $svc = new SupportApprovalEmailService(
+            $gmail,
+            app(SupportSenderAllowlist::class),
+            app(SupportProfileRequestParser::class),
+        );
+
+        $svc->sendDryRunReview($case, 'admin@matrixinternet.ie');
+
+        $this->assertNotNull($capturedBody);
+        $this->assertStringContainsString('please review before we make changes', $capturedBody);
+        $this->assertStringContainsString('What will change if you approve', $capturedBody);
+        $this->assertStringContainsString('Last name: Hanna → Hannaa', $capturedBody);
+        $this->assertStringContainsString('More than one CodeWeek account uses this email', $capturedBody);
+        $this->assertStringNotContainsString('duplicate_risk_high', $capturedBody);
+        $this->assertStringNotContainsString('user_profile_update', $capturedBody);
+        $this->assertStringNotContainsString('Payload:', $capturedBody);
+    }
+
+    public function test_dry_run_subject_for_profile_update(): void
+    {
+        $case = new SupportCase(['id' => 164, 'case_type' => 'profile_update']);
+        $svc = app(SupportApprovalEmailService::class);
+
+        $this->assertStringContainsString('Please review — name change', $svc->approvalSubject($case));
+    }
+}
diff --git a/tests/Unit/Support/SupportProfileRequestParserTest.php b/tests/Unit/Support/SupportProfileRequestParserTest.php
index fec7cd6c2..ff201cff8 100644
--- a/tests/Unit/Support/SupportProfileRequestParserTest.php
+++ b/tests/Unit/Support/SupportProfileRequestParserTest.php
@@ -26,11 +26,41 @@ public function test_parses_labelled_profile_fields(): void
 
     public function test_rejects_placeholder_last_name(): void
     {
-        $text = "Email: u@example.com\nLast name: Last Name\nFirst name: Jane";
+        $text = "Email: u@example.com\nCurrent last name: Last Name\nRequested first name: Jane";
 
         $parsed = (new SupportProfileRequestParser())->parse($text);
 
         $this->assertSame('Jane', $parsed['firstname']);
         $this->assertNull($parsed['lastname']);
     }
+
+    public function test_parses_hanna_to_hannaa_request_without_bleeding_lines(): void
+    {
+        $text = <<<'TEXT'
+        Email: bernard@matrixinternet.ie
+
+        Current first name: Bernard
+        Current last name: Hanna
+
+        Requested first name: Bernard
+        Requested last name: Hannaa
+
+        The email address must stay the same.
+        TEXT;
+
+        $parsed = (new SupportProfileRequestParser())->parse($text);
+
+        $this->assertSame('bernard@matrixinternet.ie', $parsed['email']);
+        $this->assertSame('Bernard', $parsed['firstname']);
+        $this->assertSame('Hannaa', $parsed['lastname']);
+    }
+
+    public function test_strips_trailing_the_email_phrase_on_same_line(): void
+    {
+        $text = "Email: u@example.com\nRequested last name: Hannaa The email address must stay the same.";
+
+        $parsed = (new SupportProfileRequestParser())->parse($text);
+
+        $this->assertSame('Hannaa', $parsed['lastname']);
+    }
 }