System Update

UPDATED October 18, 2019 12pm EST

Your Account and Supplies Store have now been restored

Our Your Account and Supplies Store are live and fully operational.

UPDATED October 17, 2019 4:30pm EST

A brief Q&A with our Chief Data Protection Officer

Raymond Umerley, Chief Data Protection Officer at Pitney Bowes, recorded a brief webinar to answer common questions we have received about the current status of our security and recovery efforts in the wake of the recent malware incident. Listen now.

UPDATED October 17, 2019 8:45am EST

Updated Statement since October 14, on the Malware Attack

This is an update to the status of Pitney Bowes recovery from the Ryuk virus malware attack on some of our systems that disrupted client access to some of our services. Upon discovery of the attack, with the support of third-party advisors, we immediately began working on a plan and thorough process of systems restoration with the goal of restoring service as quickly as possible. We have also been reaching out to our clients, partners, and employees.

We now have been able to make operational many of our client services and continue to make significant progress toward fully restoring all client-facing systems around the world.

In particular, we have made the following progress:

  • The majority of our clients in the US and Canada are now able to add postage to their mailing machines and sending devices. SendPro C clients in the US and Canada can now connect to the meter refill system to add postage to their mailing and shipping devices.
  • The majority of Pitney Bowes delivery facilities are now functional.
  • We are now processing returns for our returns clients.
  • We have made operational several of our fulfillment centers, are processing packages, and are working through the backlogs.
  • And our presort services teams are processing mail for our clients, including invoices, credit card bills and direct mail.
Display full history UPDATED October 17, 2019 7:30am EST

The restoration of our meter refill system is now fully complete for clients in US and Canada. All clients, including SendPro C clients, can now connect to the meter refill system to add postage to their mailing and shipping devices. We continue to work on restoring all other systems and will provide updates.

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.

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.

Product Related information for clients with postage meters and SendPro products

UPDATED October 18, 2019 12pm 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.

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

    We are making good progress in restoring our products and services. At this point in time these solutions are working:

    • Business Manager and SendPro Analytics
    • Mailstream on Demand and Relay Communications Hub
    • AutoInk and Supplies App

    The following systems are currently NOT working:

    • Isoloated hosted instances of SendSuite Live, SendSuite Express, SendSuite Tracking (SST)
    • Inview and Account List Management
  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

UPDATED October 18, 2019 12pm 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. Can a client safely connect their meter to Pitney Bowes after the Ransomware incident?

    The RYUK malware specifically targets Microsoft Windows, so non-Windows operating systems are not impacted, limiting exposure to certain services. Pitney Bowes meters do not have a Windows based operating system in them. Not only do the meters connect to our infrastructure using secure communications, but there is a cryptographic protocol that runs between the meter and our infrastructure to further ensure the security of the data. Any data that is not secured by this cryptographic protocol is ignored by the meter. Also, in consultation with our security advisors on this issue, to be impacted by this issue, you would need to be part of the Pitney Bowes network and connected deeply to our internal technology systems that manage our employee user credentials. Our meters do not require this connectivity.

  6. I have received my new product that needs to be installed. What do I do?

    We are still restoring systems that enable the installation and activation of new products.

    • For self-installation products please wait for an update.
    • For onsite install we will start dispatching our engineers as soon as our systems are restored.
  7. 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.

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

    This site will be updated as more information becomes available.

Customers of The Pitney Bowes Bank, Inc., Member FDIC

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Deposit Accounts

  1. I have a deposit account with The Pitney Bowes Bank, Inc., Member FDIC. Is this money safe?

    In consultation with our security advisors on this issue, we do not believe there are client risks. We have seen no evidence that customer accounts or data have been impacted. And as a deposit in an FDIC insured bank, your money is always protected up to $250,000.

  2. Can I still deposit funds into my Pitney Bowes Bank deposit account (Reserve Account)?

    As of October 18, 2019, you can access Your Account to deposit funds into your account. As always, you can either send a check to the lockbox or you can push funds into your deposit account from your own bank account.

    Include your account number and make checks payable to: Pitney Bowes Reserve Account

    Standard Mail:
    Reserve Account
    PO Box 223648
    Pittsburgh, PA 15250-2648

    Overnight Mail:
    Reserve Account
    Attn: Box 223648
    500 Ross Street Suite 154-0460
    Pittsburgh, PA 15262-0001

  3. Can I still pay for USPS postage via my Pitney Bowes Bank deposit account (Reserve Account)?

    Our capabilities to add postage to your shipping and mailing solutions have returned to normal. Downloading postage will draw first from any funds in a deposit account and then default to your credit line.

  4. I have set my Pitney Bowes Bank deposit account (Reserve Account) to auto-replenish when the balance hits a certain threshold. Will these payments continue to clear through the outage?

    Payments from schedule pay continue to post without delay.

  5. Will I continue to accrue interest during this period?

    There is no disruption to interest accruing to your Pitney Bowes Bank deposit account (Reserve Account). If eligible, interest will post to your account on the first of the month for the previous month balance, as is our standard operating procedure.

  6. When will my statement be available?

    Your statement will be available on the first of the month, on schedule.

  7. If I run out of funds during this time, will postage payment default to a credit line?

    For those customers with a back-up line of credit or Purchase Power, postage will be advanced from your credit line.

Credit Lines

  1. How do I pay my Credit Line or Purchase Power invoice without access to Your Account?

    As of October 18, 2019, you can access Your Account to pay your invoice. As always, you can contact us at 844.256.6444 and make a payment through the IVR. You can also send payments to our lockbox at the following address:

    Include your account number and make checks payable to: Pitney Bowes Purchase Power

    Standard Mail:
    Purchase Power
    PO Box 371874
    Pittsburgh, PA 15250-7874

    For Overnight Mail:
    Purchase Power
    Attn: Box 371874
    500 Ross Street Suite 154-0470
    Pittsburgh, PA 15262-0001

  2. I have Autopay set up for my credit line. Will my outstanding payment get cleared?

    Autopay for your credit line was not impacted. Payments continue to post without delay.

  3. If I pay my credit line or Purchase Power during this time, will it be processed and reflect in my statement?

    Payments received for your credit line or Purchase Power via lockbox, IVR or online are being posted according to normal schedules.

  4. Can I still pay for USPS postage via my Pitney Bowes Bank credit line (Purchase Power)?

    Our capabilities to add postage to your shipping and mailing solutions have returned to normal. Downloading postage will draw first from any funds in a deposit account and then default to your credit line.

  5. I have opted into the multicarrier payment product. Will UPS and FedEx charges continue to be paid by my credit line?

    If you are currently enrolled in this program, there is no impact to your shipping activity and payments to UPS and FedEx.

  6. I have enrolled in the Mailhouse product. Will the mailhouses I selected for this program continue to be paid by my credit line?

    Any disruption in third party payments from your credit line have been corrected and is now operating normally.

  7. When will my statement be available?

    Clients cycling October 11 – 18 will experience a slight delay in receiving statements. Others will be processed as regularly scheduled.

For clients with Software and Data products

Show FAQs
  1. Is it safe for me to continue to use my Pitney Bowes Software and Data product?

    Yes. A limited number of our products have some features that are impacted as a result of the systems outage (EngageOne Inform (Mail360) Scans, Mapinfo Pro 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 Shop for online data purchases is unavailable
    • Your Account and some of the product support pages are unavailable

For Commerce Services clients

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  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.