Paytronix experienced a major incident on October 14, 2026 affecting Access EPoS, lasting 3h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- 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
- 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
- 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