Update on IT issues

Further to our earlier update, we have confirmed that the technical issues we have been experiencing are linked to the wider global outages caused by an IT update by Crowdstrike.

Crowdstrike is a software we use to protect all laptops and desktop PCs. They made one of their regular updates this morning which caused issues for many companies worldwide.

It is not a Cyber Security incident.

Our Technology teams are currently working hard to test a potential fix and determine how we best recover our systems.

What should you do?

• If you have a blue screen on your device, please use your Royal Mail mobile to continue working. It is important that you do not try to fix this yourself. We will
  confirm next steps in due course.

• If your machine is operating, please carry on working. You can now also access the VPN as usual.

What has been the impact for customers?

• Collection, processing and delivery of items across the UK are taking place as usual, although customers should expect delays to international services given the global
  nature of this incident.

• Our Royal Mail shipping solutions, including Click & Drop are working normally for
  customers to print labels and send items.

• Currently our inbound customer service phone lines are not operating. Some of the applications that our customer experience and account teams use are not currently available. We advise customers to continue to check the website for updates and only contact our customer service teams, via email if it is really urgent.

We will keep you updated as investigations progress and please be assured that we are working as quickly as possible to fix any issues.