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About Us Media Updates Media Statement - Network and Service Interruptions
May 07, 2019

Media Statement - Network and Service Interruptions - Update May 7, 19.00 CEST

(May 07, 2019 - 19:00 CEST) On Monday, May 6, we started seeing technical anomalies in a number of our platforms and applications. We immediately started investigating and discovered the installation of malware. As a precaution, in parallel, we decided to take a broader range of platforms and applications offline. With this action, we aimed to quickly limit the impact this malware could have had, giving us the opportunity to investigate the issue with assistance from third-party forensics consultants and work on a solution. Unfortunately, this impacted our communication channels and limited our ability to share updates.

On May 7, we were able to restore service to a number of applications and platforms.

We regret any inconvenience and that we were unable to share more information initially, as our focus was on investigation and restoring services as quickly as possible for our customers.

We have seen no evidence that customer data was taken or that there was a breach of confidentiality of that data. Also, there is no reason to believe that our customers have been infected through our platforms and applications. Our investigation is ongoing. We want to apologize for any inconvenience this may have caused.

For our customers in North America: As we continue to bring our support centers back online, please use this temporary number 800-930-1753 to contact us. While we may not be able to directly answer your question, we will forward your inquiry internally to the appropriate party.

Looking for more?

Get in touch with our Media Contact

Linda Gharib Media Contact

Linda Gharib

Director, Marketing Communications