Update: November 15, 2017 10:30PM
We have begun re-establishing services for some billers for whom we act as a primary or sole solution service provider.
We are in contact with other billers to discuss alternative solutions. For these billers, all walk-in locations serviced by TIO Networks, Softgate PayXchange and Global Express are unable to process bill payments and other related services until further notice. Customers of the billers who are impacted should contact their biller directly to explore payment alternatives. We remain committed to working with our biller partners to address this situation as quickly and efficiently as possible, in a manner that protects customers and their data.
We will continue to post updates to www.tio.com. If you would like to speak to someone about this situation, please call (866) 710-0846.
On November 10, PayPal announced that TIO Networks, a publicly traded company that PayPal acquired in July 2017, suspended operations to protect TIO’s customers. This suspension of services is a result of PayPal’s discovery of security vulnerabilities on the TIO platform and issues with TIO's data security program that do not adhere to PayPal's information security standards.
As a valued TIO Networks retailer or agent, we wanted to contact you directly with the most up-to-date information we have. Most important is our shared commitment to safeguard customers. We have initiated an internal investigation of TIO’s systems and have brought in additional third-party cybersecurity expertise to review TIO’s payment platform.
While we regret any inconvenience this suspension of services may cause, the security of TIO systems and the protection of customers are our highest priorities. We intend to keep the service suspended until we are comfortable that the issues have been remediated and TIO's program meets PayPal’s information security standards. We cannot provide a timeline for restoring the service and we recommend that you consider alternative providers for business continuity purposes.
We are in the early stages of this ongoing investigation, and understand you have questions. We are fully committed to keeping you informed as new information becomes available. Customer updates will also be posted at www.tio.com
Thank you for your continued partnership,