Travelex website taken offline after cyber attack

Last week, the firm said it had taken down its online systems as a protective measure after it discovered the software virus attack on New Year's Eve, and had drafted teams of IT specialists and cyber-security experts to fix the issue. 

And it's now confirmed that the virus is a form of ransomware - a type of malicious software which can lock someone out of their systems or files unless a ransom is paid to restore access - which is often referred to as REvil. 

The Press Association has reported that the criminals behind the ransomware attack have threatened to release customer details if the firm doesn't pay up - but Travelex insists there is no evidence that any personal customer data has been extracted from its files. 

 The Metropolitan Police has launched an investigation, and Travelex says it's also in discussions with the National Crime Agency.  

While customers can't use the Travelex website or app while the systems are offline, they can go into Travelex branches to use foreign currency exchange services there. 

Firms which partner with Travelex for their foreign currency exchange services - such as Asda Money, First Direct, Sainsbury's Bank and Tesco Bank - have also been affected. These firms' sites are currently displaying messages saying their online currency services are unavailable due to the issue. 

See our Cheapest ways to get travel money guide for overseas spending tips.

I'm a Travelex customer – what can I do?

Travelex customers are currently unable to use any of its services through its website or app, meaning customers can't order cash or top up their Travelex money cards online.

However, Travelex has told customers on Twitter that if they had pre-ordered currency online for collection before the incident, they should still be able to pick it up in branch if they bring a copy of their order confirmation. 

And customers with Travelex cards can still top up by phoning Mastercard, using the numbers printed on the back of their Travelex cards. Travelex cards can still be used for spending abroad as usual, and customers can find details about their balance and transactions by logging in online. 

However, to spend abroad at top rates with no fees, your best bet is a specialist overseas debit or credit card – we've full help and best buys in our Travel Credit Cards guide.

And if you need cash for your trip, while you can still exchange currency in person at a Travelex branch, check our Travel Money Max tool which compares rates at about 30 different online bureaux first so you get the most bang for your buck.

What does Travelex say? 

In an updated statement released last night, Travelex chief executive Tony D'Souza said: "Our focus is on communicating directly with our partners and customers to protect them and their information from any further compromise.

"We take very seriously our responsibility to protect the privacy and security of our partner and customers’ data as well as provide an excellent service to our customers and we sincerely apologise for the inconvenience caused.

"Travelex continues to offer services to its customers on a manual basis and is continuing to provide alternative customer solutions in the interim. We are working tirelessly to bring our systems back online."

Additional reporting by the Press Association.