Good morning. Firstly we apologise for the disruption being caused. In line with an update provided to impacted customers this morning, please find following some further information on progress made on fixing locked terminals.
Together with our terminal supplier, Worldline, and Amtek, we continue to do everything possible to expedite the resolution process of collecting,repairing and returning terminals.
We are collecting approximately 2,000 terminals a day for repair and return via the fastest possible delivery method. Based on the quantity of terminals being collected daily, and the time to return fixed terminals, we expect to have the majority of impacted customers back to normal operations by the end of this week, with the remainder operational over the course of the following week.
Many of you will have already dispatched your locked terminals and we expect the turnaround time, from terminal collection to return, to range between two and four days, with this timeframe being location dependent. We will continue to post important updates regarding this process here and please send any questions or queries to email@example.com
We would also like to clarify some frequently asked questions.
In relation to the cause of the issue, this has been established with the assistance of our terminal supplier, Worldline. Specifically, an issue existed in some versions of the terminal platform software installed on Tyro’s Worldline terminals. This issue caused a subset of those terminals to lose connectivity with our network, meaning they could neither transact nor be updated remotely. We would also like to provide confirmation that the issue is contained and at no time has the security of the terminals, nor your data, been compromised.
In terms of how widespread the issue is, we can confirm that as of today 70% of our customers are unaffected by the incident. A further 11% of customers have multiple terminals with at least one functioning terminal. The remaining 19% of customers have had no functioning terminals and are a focus of the recovery effort.
These numbers are being provided for transparency and we want you to know that we will not stop until we have completely resolved this issue at which point we will turn our attention to how we will make amends for this disruption, which is another frequently asked question. Please know that all options are on the table and once we have completely resolved this issue for all our customers, we will be proactive in progressing these discussions.
We apologise again for the disruption and frustration this has caused. We will continue to work around the clock until all our customers are back up and running and will keep you updated on progress.