Identified - We are aware of an issue affecting PHP, a widely used programming language that underpins EKM’s third party apps and to explain what we’re doing about it.
Background
PHP is an open-source language used by a large proportion of websites and web applications worldwide. In simple terms, there is a vulnerability within PHP that could impact the security and stability of systems that use it, if action is not taken. The issue affects a significant number of businesses and organisations across the world.
How this affects you
At 9:45am this morning, we temporarily paused our integrations between EKM and the following services as a precaution:
Xero and QuickBooks - these send your order details from EKM to your accounts. Both are now back online and working normally.
EPOS Now - this sends your order details from EKM to EPOS Now, and sends product information from EPOS Now back to EKM. This is still paused.
XML import - this brings your product information into EKM. This is still paused.
While these two integrations are paused, new orders won’t appear in EPOS Now, and product information won’t update between EPOS Now and EKM. Product data from your XML feeds also won’t update in EKM.
We expect to complete the fixes for these connections today. Once they are back on, everything missed in the meantime will pass across automatically.
Your EKM store and everything else on the platform are working normally.
At this time ,we have found no evidence that customer data has been accessed or compromised.
What we’ve done so far
At 9:45am we switched off all four connections so they couldn’t be affected by the security issue.
Our team started work straight away on applying the official fixes (known as security patches).
By 10:30am the fixes were in place for Xero and QuickBooks. We tested them and switched those connections back on.
What we’re doing next
We’re finishing the same fixes for EPOS Now and XML import, which we expect to complete today.
Once they’re done, we’ll test each connection to make sure it’s safe and working properly before switching it back on.
We’ll then check that all orders and product updates missed during the precautionary pause have come through correctly.
What you need to do
No action is required from you at this time. Orders and product updates missed during the precautionary pause will come through automatically once EPOS Now and XML import are back online.
Next update
We will update you by 9am tomorrow, or sooner if anything changes, including when EPOS Now and XML import are back online.
Need help?
If you have any questions, please contact the EKM Support Team via 0333 004 0333 or support@ekm.com. We appreciate your patience while we work to resolve this.
Oct 22, 2026 - 13:54 BST
Background
PHP is an open-source language used by a large proportion of websites and web applications worldwide. In simple terms, there is a vulnerability within PHP that could impact the security and stability of systems that use it, if action is not taken. The issue affects a significant number of businesses and organisations across the world.
How this affects you
At 9:45am this morning, we temporarily paused our integrations between EKM and the following services as a precaution:
Xero and QuickBooks - these send your order details from EKM to your accounts. Both are now back online and working normally.
EPOS Now - this sends your order details from EKM to EPOS Now, and sends product information from EPOS Now back to EKM. This is still paused.
XML import - this brings your product information into EKM. This is still paused.
While these two integrations are paused, new orders won’t appear in EPOS Now, and product information won’t update between EPOS Now and EKM. Product data from your XML feeds also won’t update in EKM.
We expect to complete the fixes for these connections today. Once they are back on, everything missed in the meantime will pass across automatically.
Your EKM store and everything else on the platform are working normally.
At this time ,we have found no evidence that customer data has been accessed or compromised.
What we’ve done so far
At 9:45am we switched off all four connections so they couldn’t be affected by the security issue.
Our team started work straight away on applying the official fixes (known as security patches).
By 10:30am the fixes were in place for Xero and QuickBooks. We tested them and switched those connections back on.
What we’re doing next
We’re finishing the same fixes for EPOS Now and XML import, which we expect to complete today.
Once they’re done, we’ll test each connection to make sure it’s safe and working properly before switching it back on.
We’ll then check that all orders and product updates missed during the precautionary pause have come through correctly.
What you need to do
No action is required from you at this time. Orders and product updates missed during the precautionary pause will come through automatically once EPOS Now and XML import are back online.
Next update
We will update you by 9am tomorrow, or sooner if anything changes, including when EPOS Now and XML import are back online.
Need help?
If you have any questions, please contact the EKM Support Team via 0333 004 0333 or support@ekm.com. We appreciate your patience while we work to resolve this.
Oct 22, 2026 - 13:54 BST
Update - Following recent maintenance, email and ticket support are back up and running. However, our Support Centre (https://support.ekm.com/) and Live Chat remain unavailable.
In the meantime, you can still access our support guides and articles via the following link: https://ekm-support.freshdesk.com/
You can also contact our support team by emailing us at support@ekm.com or calling us directly on 0333 004 0333.
We apologise for any inconvenience this may cause and we will provide a further update once the Support Centre and Live Chat are back up and running.
Thank you for your patience.
Oct 12, 2026 - 16:26 BST
In the meantime, you can still access our support guides and articles via the following link: https://ekm-support.freshdesk.com/
You can also contact our support team by emailing us at support@ekm.com or calling us directly on 0333 004 0333.
We apologise for any inconvenience this may cause and we will provide a further update once the Support Centre and Live Chat are back up and running.
Thank you for your patience.
Oct 12, 2026 - 16:26 BST
Identified - We are currently carrying out maintenance on our ticketing system. This may result in some temporary downtime, during which support availability may be limited and responses to customer queries may be delayed.
In the meantime, you can continue to access our support portal via the following link: https://ekm-support.freshdesk.com/
We apologise for any inconvenience this may cause and appreciate your patience while these changes are carried out.
Oct 12, 2026 - 15:34 BST
In the meantime, you can continue to access our support portal via the following link: https://ekm-support.freshdesk.com/
We apologise for any inconvenience this may cause and appreciate your patience while these changes are carried out.
Oct 12, 2026 - 15:34 BST
Identified - The EKM App is currently unavailable while we carry out some maintenance.
You will be unable to access or use the app during this time. Our team is working on the maintenance and we’ll update this status as soon as the app is available again.
We’re sorry for any inconvenience this may cause and appreciate your patience while this work is carried out.
Oct 07, 2026 - 11:50 BST
You will be unable to access or use the app during this time. Our team is working on the maintenance and we’ll update this status as soon as the app is available again.
We’re sorry for any inconvenience this may cause and appreciate your patience while this work is carried out.
Oct 07, 2026 - 11:50 BST
General Services
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No downtime recorded on this day.
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