System Update

UPDATE October 16, 2019 at 2:00pm EST

For our SendPro C mailing and shipping clients, we are in the final stages of testing the capability to add postage to these SendPro C meters.

We expect to complete this final step later this evening, restoring your ability to add postage, and will provide an update at that time.

As a reminder, your SendPro C mailing device will continue to operate normally if funds are available.

Product Related information for clients with postage meters and SendPro products

UPDATE October 16, 2019 at 7:00am EST

For clients with postage meters and SendPro products

  1. Is it safe for me to continue to use my meter and SendPro products?

    Yes. We have now also restored our meter postage refill process. All meter types, except SendPro C, can refill with postage as normal.

  2. Which systems were affected and what is the impact on Pitney Bowes operations?

    This system outage is affecting our mailing system products and Your Account access. All of our systems are being closely monitored, and things may change, but at this point in time these systems are working:

    • Mailing machines can print and refill with postage. SendPro C can print postage with funds remaining, we are working on the final stages of connecting this device to the refill system.
    • SendPro C and P devices can print shipping labels from the device
    • SendPro Online (U.S, UK and Canada), SendPro Enterprise, SendSuite Tracking Online (SSTO) and Relay Hub are all operational

    The following systems are currently NOT working:

    • Hosted instances of SendSuite Live, SendSuite Express, SendSuite Tracking (SST)
    • Accounting solutions such as Inview, Business Manager and Account List Management
    • Your Account and the Pitney Bowes Supplies web store cannot be accessed. This in turn impacts clients subscribed to AutoInk and our Supplies App
  3. Are there other potential issues to my meter or my environment?

    In consultation with our security advisors on this issue, we do not believe there are other client risks. The meters themselves run operating systems that are not affected. The meters will continue to operate as normal.

Frequently Asked Questions

UPDATE October 15, 2019 at 4:00pm EST

General Questions

  1. What happened to the Pitney Bowes systems?

    Pitney Bowes was affected by a malware attack that encrypted information on some systems and disrupted customer access to our services.

  2. How is Pitney Bowes responding?

    Upon discovery of the cyberattack, we immediately assembled our Enterprise Outage Response Team to address the situation. We continue to work with third party security experts to resolve the issues.

  3. Has client data been impacted by this malware attack?

    In consultation with our security advisors on this issue, we do not believe there are other client risks. We have seen no evidence that customer accounts or data have been impacted.

  4. When will Pitney Bowes recover its systems and resume normal operations?

    Our technical team is working to restore the affected systems, and it is working closely with third-party consultants to address this matter. We are considering all options to expedite this process and we appreciate our customers’ patience as we work toward a resolution.

  5. What measures are being taken to prevent anything like this from happening again?

    Pitney Bowes is constantly assessing environment threats such as these and aims to protect all vital systems and data.

  6. Where can I go for more updates and information?

    Please visit www.pb.com/systemupdate. This site will be updated as more information becomes available.

For clients with Mail360 and MIPro Licensing products

  1. Is it safe for me to continue to use my Pitney Bowes product?

    Yes. A limited number of our products have some features that are impacted as a result of the systems outage (Mail360 Scans, MIPro Licensing). If you experience a problem, please engage your local Technical Support organization to diagnose your issue.

  2. Other than a few features being impacted, are there other potential issues to my environment?

    In consultation with our security advisors on this issue, we do not believe there are other client risks. The Software and Data products themselves are not directly affected because they do not access the backend systems of the Pitney Bowes network. We have seen no evidence that customer accounts or data have been impacted.

  3. Which systems were affected and what is the impact on Pitney Bowes operations?

    This system outage is affecting our Your Account access, Data fulfillment, and some of our Support pages. All of our systems are being closely monitored, and things may change, but at this point in time these systems are currently NOT working:

    • Software and Data Marketplace downloads are unavailable
    • Your Account and some of the product support pages are unavailable

For Commerce Services clients

  1. Were Global Ecommerce Services impacted?

    All cross border solutions, as well as all shipping technology, label generation and tracking solutions were not impacted.

    Fulfillment, Delivery and Returns clients were impacted and Pitney Bowes is working directly with affected clients to mitigate business disruption.

  2. Were Presort Services impacted?

    Presort services were impacted but we are working with clients and the USPS to mitigate any business disruption.

System Update History

UPDATE October 16, 2019 at 6:30am EST

For US postage meter users: We made good progress throughout the night and can confirm that our postage refill system is up and running.

Due to increased volume we appreciate your patience if this update is slower than usual. If you receive an error during your first refill, please reboot the system by turning off and on.

For clients with our SendPro C mailing device, we are in the final stages of connecting you to the refill system. We expect to provide an update later this morning.

We are making progress to restore other systems impacted by the RYUK virus and are still experiencing some outages that impact our client facing operations.

We appreciate your continued support and look forward to providing further updates.

UPDATE October 15, 2019 at 9:30pm EST

Postage Meter Users:

We remain confident that you will be able to refill your meter with postage in the morning.

We will be testing all meter types over the next several hours to ensure all account information is correct, and we are configuring the system so that we can handle the anticipated demand.

We will continue to provide updates as the system is restored. Thank you for your patience through this process.

UPDATE October 15, 2019 at 8:00am EST

It has been confirmed that our systems have been affected by a malware attack that encrypted information on some systems and disrupted client access to our services. Our technical and operational teams are making progress to restore the affected systems. At this time, the company has seen no evidence that customer or employee data has been improperly accessed.

Postage Meter Users: We have made progress in resolving postage meter refill functionality and expect to issue an announcement later today that the capability to refill your postage meter has been fully restored. Until then, if you have funds loaded you are able to print postage. Restoring your meter’s postage refill capability is our highest priority.

Update from Commerce Services: All cross border and shipping technology customers continue to receive uninterrupted service and are not affected. We have brought many of our most important sortation facilities back online and we are moving delivery parcels through our network again. Fulfillment has been more complex to solve, and we have begun to restart facilities. Further updates to follow.

UPDATED October 14, 2019 at 9:00am EST

Pitney Bowes was affected by a malware attack that encrypted information on some systems and disrupted customer access to our services. At this time, the company has seen no evidence that customer or employee data has been improperly accessed.

Our technical team is working to restore the affected systems, and it is working closely with third-party consultants to address this matter. We are considering all options to expedite this process and we appreciate our customers’ patience as we work toward a resolution.