We're sorry but our online travel money service isn't available right now.
This is as a result of a malware. Upon discovery, we immediately began an investigation and as a precautionary measure, took all our systems offline to prevent the spread of the malware further across our network.
Since then, we’ve been working with a team of world-renowned international cyber experts to contain it, and now we are turning our focus to a robust recovery and remediation strategy. To date, there is no evidence that any data has left the organisation.
We are pleased to announce that today we took another positive step forward. Our first customer-facing systems in the UK are now live. We are therefore serving customers electronically in our UK stores and in some of our UK retail partner locations and expect to begin testing in some Travelex branches outside the UK this week. Customers in UK airports will also be able to access our VAT refund services. This is part of our phased approach to the global restoration of our systems.
Throughout our recovery, our priority is to ensure that our systems are brought back up in a controlled, secure and managed way. In addition, we continue to make progress in testing the systems that support our UK high street banking partners. Travelex is also making good progress on restoring its proprietary UK International Money Transfer Service, which will be available by the end of the month.
We continue to work with the relevant authorities, including the Metropolitan Police, who are conducting their own criminal investigations.
Keeping our customers and partners up to date on progress remains a priority. We have a Hub which will hold updates on our progress which you can access via www.travelex.com/customer-update
You can still visit us in-store:
Our travel money stores are open 7 days a week. To find your nearest store, please contact our Customer Service team on 0345 872 7627 or via social media.
Have a Travelex Money Card?
We are currently unable to sell or reload travel cards online. Existing cards continue to work as normal for spending and ATM withdrawals.
If you bought your card in the UK, you can view your balance and transaction information at uk.travelexmoneycard.com and reload by calling the number on the back of your card.
Have a query about an existing online order?
For customers who have ordered money online, please contact Travelex Customer Services on 0345 872 7627 or via social media.
Customer Precautions
Based on the public attention this incident has received, individuals may try to take advantage of it and attempt some common e-mail or telephone scams. Increased awareness and vigilance are key to detecting and preventing this type of activity. As a precaution, if you receive a call from someone claiming to be from Travelex that you are not expecting or you are unsure about the identity of a caller, you should end the call and call back on 0345 872 7627. If you have any questions or believe you have received a suspicious e-mail or telephone call, please do not hesitate to contact us.