Royal Mail Cyber Incident: No international shipping

Resolved
Resolved
After 2 weeks, 1 day, 11 hours, and 22 minutes

Royal Mail have now re-enabled all international services

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After 2 weeks, 22 hours, and 33 seconds

Further international services have been re-enabled, as Royal Mail continue to work through their cyber incident.

For the latest information, refer to the official Royal Mail update.

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After 1 week, 3 days, 5 hours, and 38 minutes

Royal Mail are still working through their Cyber Incident, and some mail is still subject to delays and some services are still entirely blocked.

As of Thursday the 26th, the following services have been resumed:

  • International Tracked & Signed
  • International Signed

Further updates from Royal Mail can be found on their new status page here.

For more information, please reach out to your Royal Mail account handler.

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After 3 days, 6 hours, and 58 minutes

As of January 19th, Royal Mail are now allowing a small number of export parcels to leave the UK...

customers will be able to start sending International Standard and International Economy letters which do not require a customs declaration (i.e. these letters do not contain goods); International Business Standard (untracked) and International Business Economy personal correspondence letters (which do not require a customs declaration) into the Royal Mail network through all channels including Royal Mail post boxes and Post Office branches.

Further updates from Royal Mail can be found on their new status page here.

The above services have been re-enabled on Shiptheory. As previously mentioned, the remaining international services are still unavailable from Shiptheory (and any of Royal Mails integrated partners).

For more information, please reach out to your Royal Mail account handler.

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After 1 day, 6 hours, and 27 minutes

Royal Mail are still unable to accept international shipments from any of their integrated partners, such as us, Shiptheory. Below is an update directly from Royal Mail dated January 17th 2023.

International Cyber Incident Update - Monday 16 January 2023

Royal Mail is continuing to experience severe service disruption to our international export services following a cyber incident.

We are temporarily unable to despatch items to overseas destinations. In order to prevent a build-up of export items in our network and support a faster recovery when we restore service, Royal Mail has disabled access to our export shipping solutions for all RM international customers. This means customers will not be able purchase international postage or generate labels for items being exported until further notice.

We acted quickly to isolate and contain the issue and we have no evidence of any impact on customers’ systems at this stage. We immediately launched an investigation into the incident and we are working with external experts. We have reported the incident to our regulators and the relevant security authorities.

The security and safety of our customers and their data is of paramount importance. We are not aware of any sensitive customer data having being compromised at this stage. We would like to reassure our customers that we would inform them if this situation were to change.

Export items that have already been despatched will be subject to delays.

Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect minor delays. Royal Mail’s UK services are still operational.

We are continuing to work around the clock to restore our systems and we would like to sincerely apologise to impacted customers for any disruption this incident is causing.

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Royal Mail are currently not accepting international shipments. This means you will not be able to create international Royal Mail labels via any platform, including Shiptheory. Read on for full details.

On the 11th of January, Royal Mail reported that they are “... experiencing severe service disruption to our international export services following a cyber incident."

The advice from Royal Mail was to stop sending international shipments, as any sent will be subject to delay. Then, on Friday the 13th of January, Royal Mail asked all platforms it works with to reject all international shipments until further notice.

From Royal Mail:

To avoid creating congestion in our network and to support a faster recovery, we’re taking the additional step to disable access to our international shipping solutions for all international account customers, from 19:00hrs this evening (13th January 2023). This means that you will not be able to purchase international postage or generate any labels for items being exported.

All items that have already been despatched will be subject to delays. All export items already received by Royal Mail are being processed through the Royal Mail UK network and held securely for export processing to recommence as soon as our export despatch systems are available again.

The following services for parcels and letters are affected:

  • Royal Mail International Tracked
  • Royal Mail International Tracked & Signed
  • Royal Mail International Signed
  • Royal Mail International Standard

For more information, follow the Royal Mail status page here: https://business.help.royalmail.com/app/answers/detail/a_id/12556/kw/service%20update

We (Shiptheory) do not know anymore than is posted above, as soon as we hear more, we will update this thread. Meanwhile, feel free to reach out to your Royal Mail account handler for confirmation or assistance.

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Began at:

Affected components
  • Third Party Networks