Hospitality Outage History

Started Oct 23, 2026, 08:42 AM UTC· resolved Oct 23, 2026, 09:33 AM UTC

1. identified Oct 23, 2026, 08:42 AM UTC

   Summary We have been made aware of an issue affecting Intercom Messenger in Rezlynx in-product. This means Intercom Messenger is not displaying for users in Rezlynx at this time. Guestline HOME and Newbridge are not affected. Affected Service: Guestline Rezlynx (in-product Intercom Messenger) Recommended Action We are investigating the issue and working to restore Intercom Messenger as soon as possible. We will provide an update once we have more information.

2. resolved Oct 23, 2026, 09:33 AM UTC

   [Update] Summary The issue affecting Digital Assistant in Rezlynx in-product has been resolved. Digital Assistant is displaying for users in Rezlynx again. Affected Service Guestline Rezlynx (Digital Assistant in-product) Recommended Action No further action is required. We are continuing to monitor Digital Assistant in Rezlynx and will raise a new notice if the issue returns. [Update] Zusammenfassung Das Problem, das den Digital Assistant in Rezlynx im Produkt betraf, wurde behoben. Der Digital Assistant wird jetzt wieder für Benutzer in Rezlynx angezeigt. Betroffener Service Guestline Rezlynx (Digital Assistant im Produkt) Empfohlene Aktion Es sind keine weiteren Maßnahmen erforderlich. Wir überwachen weiterhin den Digital Assistant in Rezlynx und werden eine neue Mitteilung veröffentlichen, falls das Problem erneut auftritt.

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Started Oct 23, 2026, 07:43 AM UTC· resolved Oct 23, 2026, 02:52 PM UTC

1. identified Oct 23, 2026, 07:43 AM UTC

   Dear Customers, We are currently aware of an issue affecting Maintain access. Our investigation has determined that the issue originates with a third-party hosting provider, and the incident has been escalated to them as a Priority 1 incident. Their teams are actively investigating and working to restore normal service as quickly as possible. While this is an external infrastructure issue, we are closely monitoring the situation and remain in regular contact with the provider. We will share further updates as soon as additional information becomes available. We apologise for any inconvenience and thank you for your patience. Kind regards, Access Maintain Support Team

2. monitoring Oct 23, 2026, 08:27 AM UTC

   Dear Customers, We are pleased to confirm that the system is back up and working as expected. We will continue monitoring performance throughout the day, as well as liaise with the third party hosting provider to better understand the underlying issue. Please rest assured that we will continue providing meaningful updates. Thank you for your patience and understanding. Warm regards, Access Maintain Support Team

3. resolved Oct 23, 2026, 02:52 PM UTC

   Dear Customers, Upon monitoring, we are pleased to confirm there haven't been any further incidents, and that system performance is running as expected. We will continue working closely with our third party hosting provider to better understand what caused this mornings' incident, as well as identify any potential solution in preventing it from happening in the future. A full root cause analysis will be available upon individual request, once we manage to reach a conclusion with the hosting provider. We appreciate your continued trust and collaboration. Warm regards, Access Maintain Support Team

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Started Oct 22, 2026, 10:55 AM UTC· resolved Oct 23, 2026, 08:25 AM UTC

1. identified Oct 22, 2026, 10:55 AM UTC

   Summary We have been made aware of a Booking.com issue effecting their Rates & Availability and Room Type and Rate Plan Management Endpoints. This means that Rate/Availability information is not being sent to Booking.com at this time. Affected Service: Guestline Rezlynx (PMS) & SHR CRS Recommended Action We are monitoring the issue and awaiting further updates from Booking.com.

2. monitoring Oct 22, 2026, 03:01 PM UTC

   **Update** Unfortunately, the issue with Booking.com is still on-going, and is now effecting the reservation delivery endpoint. This will mean that reservations may not have been delivered to the PMS. Summary We have been made aware of a Booking.com issue effecting their Rates/Inventory and Reservation Endpoints. This means that your Rates & Availability information is not being sent to Booking.com at this time, and reservations are failing to deliver to the PMS. Affected Service: Guestline Rezlynx (PMS) & SHR CRS Recommended Action We are monitoring the issue and awaiting further updates from Booking.com. Any Bookings received from Booking.com during this time should be manually input into your PMS. Important note for Rezlynx PMS Customers: Please make sure you include the Booking.com reference in the CRS1 field of the reservation within Rezlynx to avoid any duplications once the Booking.com services have been restored. **Update** Leider besteht das Problem mit Booking.com weiterhin und betrifft nun auch den Endpunkt für die Übermittlung von Reservierungen. Das bedeutet, dass Reservierungen möglicherweise nicht an das PMS übermittelt wurden. Zusammenfassung Uns wurde ein Problem bei Booking.com gemeldet, das deren Endpunkte für Preise/Verfügbarkeit und Reservierungen betrifft. Das bedeutet, dass Ihre Preis- und Verfügbarkeitsinformationen derzeit nicht an Booking.com gesendet werden und Reservierungen nicht an das PMS übermittelt werden. Betroffene Dienste: Guestline Rezlynx (PMS) & SHR CRS Empfohlene Maßnahme Wir beobachten das Problem und warten auf weitere Informationen von Booking.com. Alle Buchungen, die während dieser Zeit von Booking.com eingehen, sollten manuell in Ihr PMS eingegeben werden. Wichtiger Hinweis für Rezlynx-PMS-Kunden: Bitte stellen Sie sicher, dass Sie die Booking.com-Referenz in das Feld „CRS1“ der Reservierung in Rezlynx eintragen, um Doppelbuchungen zu vermeiden, sobald die Dienste von Booking.com wiederhergestellt sind.

3. resolved Oct 23, 2026, 08:25 AM UTC

   Good morning, **Update** Booking.com have now confirmed that the outage has now been resolved and all reservations and ARI updates are being received successfully. Guestline have performed a full re-sync to Booking.com to ensure any previous failures will not have been sent. Summary We were made aware of a Booking.com issue effecting their Rates/Inventory and Reservation Endpoints yesterday. This meant that your Rates & Availability information was not being sent to Booking.com, and reservations were failing to deliver to the PMS. Affected Service: Guestline Rezlynx (PMS) & SHR CRS Recommended Action We can confirm that the issue has now been resolved. Any Bookings received from Booking.com that were not delivered during the outage should be manually input into your PMS. Important note for Rezlynx PMS Customers: Please make sure you include the Booking.com reference in the CRS1 field of the reservation within Rezlynx to avoid any duplications. Guten Morgen, **Update** Booking.com hat nun bestätigt, dass die Störung behoben wurde und alle Reservierungen sowie ARI-Aktualisierungen erfolgreich empfangen werden. Guestline hat eine vollständige Neusynchronisierung mit Booking.com durchgeführt, um sicherzustellen, dass etwaige frühere Fehler nicht übertragen wurden. Zusammenfassung Wir wurden gestern auf ein Problem bei Booking.com aufmerksam gemacht, das deren Endpunkte für Preise/Verfügbarkeit und Reservierungen betraf. Dies führte dazu, dass Ihre Preis- und Verfügbarkeitsinformationen nicht an Booking.com gesendet wurden und Reservierungen nicht an das PMS übermittelt wurden. Betroffene Dienste: Guestline Rezlynx (PMS) & SHR CRS Empfohlene Maßnahme Wir können bestätigen, dass das Problem nun behoben ist. Alle von Booking.com eingegangenen Buchungen, die während des Ausfalls nicht übermittelt wurden, sollten manuell in Ihr PMS eingegeben werden. Wichtiger Hinweis für Rezlynx-PMS-Kunden: Bitte stellen Sie sicher, dass Sie die Booking.com-Referenz in das Feld „CRS1“ der Reservierung in Rezlynx eintragen, um Doppelbuchungen zu vermeiden.

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Started Oct 21, 2026, 07:41 PM UTC· resolved Oct 21, 2026, 10:26 PM UTC

1. identified Oct 21, 2026, 07:41 PM UTC

   Earlier today, two critical vulnerabilities affecting PHP, a widely used web technology, were publicly disclosed (known as PHP2Shell; CVE-2026-109618 and CVE-2026-109619). In line with guidance from the UK National Cyber Security Centre and other national cyber agencies, we have taken the proactive step to temporarily take some services offline as a precaution while we apply the security updates and verify our systems. We are working to restore services as quickly and safely as possible, and we will provide a further update in the next 2 hours. To confirm We have no evidence that customer data has been affected. We continue to investigate and will update you if this changes. If you have any questions, please contact your support team who will be happy to help. We apologise for any inconvenience The Access Group

2. investigating Oct 21, 2026, 09:14 PM UTC

   Dear customer, To confirm our teams continue to work on applying the security patch provided. We will fully test it before applying it to our live environment, so that services are restored safely. At present, it is difficult to estimate a restoration time. We will provide a further update within the next two hours. To confirm, we have no evidence that customer data has been affected. We continue to investigate and will update you if this changes. If you have any questions, please contact your support team, who will be happy to help. We apologise for any inconvenience this is causing and thank you for your patience. The Access Group

3. identified Oct 21, 2026, 09:53 PM UTC

   Dear customer, To confirm our teams continue to work on applying the security patch provided. We will fully test it before applying it to our live environment, so that services are restored safely. Our public facing Wi-Fi login service is up and running again, work is continuing on restoring the rest of our service. At present, it is difficult to estimate a restoration time. We will provide a further update within the next two hours. To confirm, we have no evidence that customer data has been affected. We continue to investigate and will update you if this changes. If you have any questions, please contact your support team, who will be happy to help. We apologise for any inconvenience this is causing and thank you for your patience. The Access Group

4. monitoring Oct 21, 2026, 10:21 PM UTC

   Dear customer, We are pleased to confirm that all services have now been fully restored. Our teams have applied the security patch to our live environment after full testing, and our public-facing Wi-Fi login service and all other services are now operating normally. To confirm, we have no evidence that customer data has been affected. We will continue to monitor our systems closely and will contact you if this changes. If you experience any issues or have any questions, please contact your support team, who will be happy to help. We apologise for the disruption this has caused and thank you for your patience while we resolved it. The Access Group

5. resolved Oct 21, 2026, 10:26 PM UTC

   Dear Customer, As we shared previously, two critical PHP vulnerabilities, known as PHP2Shell (CVE-2026-109618 and CVE-2026-109619), were publicly disclosed. As a precaution, and in line with guidance from the UK National Cyber Security Centre and other national cyber agencies, we temporarily took Wireless Social offline while we applied the security update and verified our systems. We are pleased to confirm the security update has now been applied and tested, and services have been fully restored to the live environment. To confirm, we have no evidence that customer data has been affected. We will continue to monitor the situation and will update you if this changes. Thank you for your patience while we worked to keep your data and our services secure. We apologise for the disruption this caused. The Access Group

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Started Oct 20, 2026, 08:56 AM UTC· resolved Oct 20, 2026, 10:44 AM UTC

1. investigating Oct 20, 2026, 08:56 AM UTC

   We are investigating an issue that is causing dishcult not to load for some venues.

2. identified Oct 20, 2026, 09:20 AM UTC

   We've identified the cause of the issue and are implementing a fix to resolve the outage.

3. monitoring Oct 20, 2026, 09:45 AM UTC

   We have implemented a fix and are monitoring to confirm that it will resolve the issue.

4. monitoring Oct 20, 2026, 10:01 AM UTC

   Partially restored service, provider pages are now loading as expected and customers can book at the restaurant. Follow up fix for remaining dishcult pages will go live shortly.

5. resolved Oct 20, 2026, 10:44 AM UTC

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Started Oct 19, 2026, 08:09 AM UTC· resolved Oct 19, 2026, 11:56 AM UTC

1. investigating Oct 19, 2026, 08:09 AM UTC

   We are aware of an issue that is impacting the sign off of Rotas. Customers are signing off rotas and the rota is not showing as signed off. This is being treated as a high priority by our technical team.

2. identified Oct 19, 2026, 09:04 AM UTC

   Our technical team have found the issue and a fix has been applied and rota events are being updated. We expect the backlog of sign offs to be processed in the next 30 minutes.

3. resolved Oct 19, 2026, 11:56 AM UTC

   Rota sign of backlog has now completed and customers sign offs will now show.

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Started Oct 15, 2026, 11:25 AM UTC· resolved Oct 16, 2026, 08:30 AM UTC

1. monitoring Oct 15, 2026, 11:25 AM UTC

   We have been made aware by Booking.com that they are currently experiencing an issue with their Reservation API. This may mean some reservations have not yet been received by the Distribution Hub and the PMS. Summary Booking.com Reservation API Outage Affected Service: Guestline Distribution Recommended Action No action is required at this point in time, as Booking.com have stated they have put a global hold in place to ensure reservations do not time out during this outage.

2. resolved Oct 16, 2026, 08:30 AM UTC

   **Resolved** We were made aware by Booking.com that they were experiencing an issue with their Reservation API yesterday from around 1pm until 9pm. This may mean some reservations were not received by the Distribution Hub and the PMS. Summary Booking.com Reservation API Outage Affected Service: Guestline Distribution Recommended Action Booking.com has advised that a global hold was implemented during the outage to prevent reservations from timing out. As a precaution, we recommend reviewing all reservations received via Booking.com during the affected period and confirming that they have been successfully created in the PMS. If any reservations are missing, please create them manually within the PMS and ensure the Booking.com CRS reference is entered into the CRS1 field on the reservation record.

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Started Oct 14, 2026, 11:03 AM UTC· resolved Oct 14, 2026, 02:46 PM UTC

1. identified Oct 14, 2026, 11:03 AM UTC

   Dear Customer, We want to inform you that some customers may currently be experiencing difficulties accessing Access EPOS Manager. Our team has identified this as a high-priority issue and is actively working to resolve it. At Access, we are dedicated to providing the best possible service and are putting in our utmost effort to address this incident promptly. We will provide our next update in 30 minutes or sooner if a resolution is reached. Please continue to monitor this page for further updates. Thank you for your understanding. Your Access Team

2. monitoring Oct 14, 2026, 11:40 AM UTC

   Dear Customer, The earlier Connection Issue affecting Access EPOS has been resolved. Our team is now closely monitoring system performance to ensure continued stability and to confirm that no residual issues remain. A full Root Cause Analysis (RCA) will be completed and shared in due course. We recognize the importance of this functionality to your operations and appreciate your patience as we verified the resolution. Next update: We will provide further communication if any additional action is required. Please continue to monitor this page for any new updates. Thank you for your understanding. The Access EPOS Team

3. resolved Oct 14, 2026, 02:46 PM UTC

   Dear Customers, We are writing with a further update on the service disruption that affected Epos Manager, associated APIs and OrderGenie on 14 October 2026. What happened: Between 12:02 and 12:38 BST, Epos Manager, its associated APIs and OrderGenie were unavailable. The root cause was a faulty load balancer which prevented access to the EPOS Manager application and APIs. OrderGenie was also affected as it relies on the APIs . Who was affected: All customers hosted on the affected infrastructure were impacted for about 36 minutes. POSLink terminals kept working throughout, so you could continue trading locally. Transactions were queued on the terminals and synchronised automatically once services were restored. We have not identified any loss of transaction data. How we responded: Our team was alerted within minutes and engaged our hosting provider, who restored service by fixing the faulty load balancer. Next steps to prevent a recurrence: We are working closely with our hosting provider to ensure that a repeat occurrence does not happen. We are sorry for the disruption this caused to your trading, and thank you for your patience. Kind regards, Access EPOS Support Team

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Started Oct 08, 2026, 12:07 PM UTC· resolved Oct 08, 2026, 02:11 PM UTC

1. investigating Oct 08, 2026, 12:07 PM UTC

   We are currently investigating an issue affecting the Save functionality in our production environment. Some customers may experience difficulties when attempting to save changes. Our team is actively investigating the issue and working to restore normal functionality as quickly as possible. We apologize for any inconvenience and will provide further updates as more information becomes available.

2. resolved Oct 08, 2026, 02:11 PM UTC

   We investigated an issue affecting the Save functionality in production. The issue has now been resolved and normal functionality is restored.

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Started Oct 07, 2026, 02:08 PM UTC· resolved Oct 09, 2026, 11:40 AM UTC

1. identified Oct 07, 2026, 02:08 PM UTC

   Dear Customer, We want to inform you that some customers may currently be experiencing difficulties accessing Access EPOS Manager. Our team has identified this as a high-priority issue and is actively working to resolve it. At Access, we are dedicated to providing the best possible service and are putting in our utmost effort to address this incident promptly. We will provide our next update in 30 minutes or sooner if a resolution is reached. Please continue to monitor this page for further updates. Thank you for your understanding. Your Access Team

2. monitoring Oct 07, 2026, 02:32 PM UTC

   Service Update The earlier Connection Issue affecting Access EPOS has been resolved. Our team is now closely monitoring system performance to ensure continued stability and to confirm that no residual issues remain. We recognize the importance of this functionality to your operations and appreciate your patience as we verified the resolution. Next update: We will provide further communication if any additional action is required. Please continue to monitor this page for any new updates. Thank you for your understanding. The Access EPOS Team

3. resolved Oct 09, 2026, 11:40 AM UTC

   Dear Customers, We are writing with a further update on the service disruption that affected Epos Manager, associated APIs and OrderGenie on 7 October 2026. What happened: Between 15:05 and 15:27 BST, Epos Manager, its associated APIs and OrderGenie were unavailable. A configuration error during planned maintenance in our hosting environment removed external connectivity to the servers that run these services. Who was affected: All customers hosted on the affected infrastructure were impacted for about 22 minutes. POSLink terminals kept working throughout, so you could continue trading locally. Transactions were queued on the terminals and synchronised automatically once services were restored. We have not identified any loss of transaction data. How we responded: Our team was alerted within minutes and engaged our hosting provider, who restored service by correcting the configuration. Next steps to prevent a recurrence: We are increasing our monitoring frequency. We are improving our alerting coverage. Our hosting provider will validate all required network dependencies before any future migration work and add a peer review for network configuration changes. We are sorry for the disruption this caused to your trading, and thank you for your patience. Kind regards, Access EPOS Support Team

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