Shift4 experienced a critical incident on July 17, 2026 affecting Eigen Gateway and Telus Cellular Service, lasting 1h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 17, 2026, 05:53 PM UTC
We have an issue with our Eigen devices. We're engaging our vendor for additional assistance. Switching devices into WiFi mode may alleviate symptoms on impacted devices.
- identified Jul 17, 2026, 05:56 PM UTC
This is believed to be contained to Western Canada. We have an issue with our Eigen devices. We're engaging our vendor for additional assistance. Rebooting the device should enable reconnection.
- monitoring Jul 17, 2026, 06:02 PM UTC
Multiple confirmed cases of devices coming back online. In some cases a reboot may be required.
- monitoring Jul 17, 2026, 06:04 PM UTC
Multiple confirmed cases of devices coming back online. In some cases a reboot may be required.
- resolved Jul 17, 2026, 07:18 PM UTC
The incident has been resolved.