Travelex site still offline 21 days after hack began – latest update

Foreign currency and travel money service Travelex is still unavailable after being attacked by a virus on 31 December, 2020.

The London-headquartered business has been criticised by customers for a crippling ransomware attack which struck on New Years Eve, forcing it to take systems offline.


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As a result, several customers have complained about concerns over their data being secure and that foreign currency they ordered is unavailable and left them out of pocket.

As the delay to the service continues, the firm provided an update on Friday, stating that they’d been working this month to restore online and customer-facing systems.

“In the week beginning 6 January 2020, we began the successful recovery of internal systems necessary to restore our customer facing services.

“The following week, we began the recovery of externally facing systems too.

“On 17 January 2020, we confirmed that the first of our customer-facing systems in the UK were live and that the phased restoration of our systems globally was now firmly underway. We are prioritising the UK as this is our single largest market.”

In the update, Travelex said that the root cause of how the malware entered is still under investigation.

“We have been working with external cyber experts who are undertaking extensive investigations and analyses,” they added.

“We are working with the relevant authorities and cannot comment any further at this stage.

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“In addition to our ongoing investigation, a primary focus continues to be restoring our customer-facing systems, some of which are now successfully living in the UK.”

The company highlighted that they have restored some of the internal and order processing systems – however, they could not confirm when services will be back up and running.

“Since January 1, we have continued to provide services to customers in-store and have provided interim customer solutions for our Travelex Money Cards.

“We have started restoring forex order processing electronically in our UK stores and in some of our UK retail partner locations, and we are also now starting our VAT refund service in UK airports.


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“We are also making good progress on restoring our proprietary UK International Money Transfer Service, which will be available by the end of the month,” their update read.

“Our priority throughout our recovery is to ensure that the systems are brought back up in a controlled, secure and managed way and to make sure that you receive clear updates on progress.”

While Travelex maintain that “there is no evidence that any data has left the organisation,” the hackers, a gang called Sodinokibi, told the BBC they gained access to the company’s computer network six months ago and claim to have downloaded 5GB of sensitive customer data.

“Dates of birth, credit card information and National Insurance numbers are all in their possession,” they said.

Travelex is a foreign exchange company headquartered in London.

Its main businesses are international payments, bureaux de change, and prepaid credit cards which travellers can use when on holiday.

Many holidaymakers opt to utilise companies such as Travelex in order to save money and lock in good exchange rates.

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