ROYAL MAIL INTERNATIONAL CYBER INCIDENT

Letters and parcels are currently unable to be despatched from the UK to overseas destinations. All Royal Mail international services are temporarily suspended. All items received since the cyber incident started are being held securely for now.

Parcelforce Worldwide services are still operating to all international destinations though customers should expect delays of one to two days.

Royal Mail UK services are unaffected.

FAQ’s

What services are temporarily suspended?

The cyber incident has impacted Royal Mail international systems for outgoing, export mail.  All Royal Mail International services are affected by this incident. This includes International Tracked, Tracked & Signed, Signed, Standard & Economy services for parcels and letters.

 When did this issue emerge?

Export processing was affected from 0600hrs Tuesday 10 January and is ongoing.

 Why are export services not able to operate/ what is the cause of the issue?

RM international despatch systems are temporarily unavailable due to a cyber incident.  We are currently unable to despatch export mail items from the UK to overseas destinations

What’s happened to items already posted/collected?

All items received are being held securely for processing as soon as this becomes available again.

Does this affect Royal Mail and Parcelforce Export services?

This incident affects Royal Mail export services. Parcelforce Worldwide export services to all destinations are still operating though customers should expect delays of 1-2 days.

Service guarantees for Parcelforce Worldwide services remain in place.

 Are Royal Mail online services affected?

Royal Mail will be temporarily removing International services from its online channel.  Any online International items already purchased that are presented at the counter can be accepted but it should be explained to customers that these will be held By Royal Mail until services are fully restored

When will this be fixed?

We are working to restore our systems as quickly and safely as possible. We have a large team working on a fix alongside our suppliers and specialist, external consultants in order to deliver the best possible outcome for our customers.