System Outage Update (22 May 2020)

Client services are restored and operational following a systems outage caused by a malware incident.

We’d like to sincerely thank everyone for their patience and understanding during this time.

More information can be found below.

System Outage Questions and Answers

Automatic payments resumed on Monday 18 May, while the client web portal and mobile app were restored on Friday 22 May, 2020.

Our tech team recommends doing a ‘force close’ of the app and reopening it.

Apple Devices

On Apple devices, this means swiping up on the app to close it, before reopening it. Watch how to ‘force close’ an iOS app

If that doesn’t help, you should remove the app from your device, and then re-download it for free from the App Store. Download the MyBudget App for iOS.

Android Devices

For Android devices, force closing the app will depend on your device type and brand. Google provides some tips here.

Download the MyBudget App for Android.

If you are still experiencing difficulties, please contact our client care team on 1300 300 922 and we would be pleased to assist.

Our client care team would be pleased to go through your budget with you in detail. Please give us a call on 1300 300 922 from 7:30 am to 7:00 pm AEST, Monday to Friday.

Yes. Any payments or transfers delayed by the outage were processed automatically on Monday 18 May.

Any manual transactions made during the outage have been reconciled to prevent payments being made twice.

Payments scheduled in your budget will be done in accordance with the banks’ direct entry clearing processes. Transaction settlements occur at intervals throughout the day. 

To protect our clients, we organised payment extensions with many major creditors. Nonetheless, any late fees resulting from the outage will be reimbursed to you.

There is a possibility that some bills may be made twice.

For example, you borrowed money from a friend to pay your rent during the outage, then were unable to get in contact with us, and now the delayed automatic payment has been sent to your landlord.

We sincerely apologise for the inconvenience and promise that we will help to resolve these situations by a variety of means, such as reanalysing your budget, skipping the next payment, contacting the creditor to obtain a refund, or whatever else it takes.

In our commitment to ensure that we serve as many clients as possible, you have two contact options:

Client Care Centre 1300 300 922 | Monday-Friday 7:30 am to 7:00 pm AEST

Secure messaging via the client web portal or mobile app

We apologise that we experienced such a large volume of incoming phone calls during the outage that we were often unable to make outbound calls. 

At the time of writing (26 May), call volume has returned to normal and we believe that all call-backs have been completed. 

If you have an outstanding concern or question, please contact us via 1300 300 922 or secure messaging to ensure the fastest response.

Yes. Any late payment fees, dishonour fees or overdrawn account charges incurred during the outage will be reimbursed. MyBudget has strong relationships with creditors and are working closely to reduce any impact to existing payment arrangements. In some cases this may include extending and re-setting payment arrangements, holding collection activity and reviewing charges incurred. Support options vary by creditor and may differ depending on individual circumstances. 

Please be assured that any late fees incurred as a result of the incident, will be reimbursed to you.

For your convenience, you can submit your reimbursement claim online:

Please submit a separate form for each reimbursement claim.

We are implementing fee relief plans for individuals impacted by the outage. Please speak with a client care member so that we can discuss your situation and update your budget, accordingly.

Yes. Your money is safe and protected and remained so throughout the outage.

The investigation into the malware incident that caused the outage is ongoing. At present, there is no credible evidence that significant data was accessed or will be misused. 

Until we can totally rule this out, we are taking all cautionary measures. We’re working with cyber security experts, government agencies and law enforcement bodies to take appropriate action and to keep you updated.

Read more about the malware incident and FAQs.

Given our close relationship with creditors, we can report that we were granted payment extensions by a significant number of major creditors and service providers. Most understood the unprecedented nature of the situation and were happy to assist. If you do encounter any late payment fees, please be assured that we will reimburse you.

According to credit reporting agency Equifax, late payments are between 14 days and 60 days. It is extremely unlikely therefore that the outage will cause any delayed payments to be reported as late to any credit reporting agencies. As such, the outage should have no bearing on your repayments history or credit rating.

Malware Incident

As a result of investigations undertaken so far, we can confirm that a malware incident on Saturday 9 May 2020 interrupted a number of our automated systems.

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