As of June 1 at 5:18 pm EDT TaxCloud resumed normal operational status for all services.
At 6:02 pm EDT on May 31, 2016 TaxCloud suffered a severe service outage caused by a calculated and malicious attack. The root source of the incident has been identified, vulnerabilities have been eliminated, and new protections are in place. TaxCloud has preserved important information and is assisting with forensic investigations now underway.
What We Know for Certain:
No payment information or exemptions certificate information was compromised. Neither were any passwords compromised. All this data remained secure and protected.
Most merchant accounts have been recovered and are now fully accessible. However, some accounts created after February 14, 2016 may not yet be available. We are working to recover these accounts and will be reaching out directly to our customers who remain affected.
We’re Here to Help:
- If you can access your account online, you are good to go for all future transactions, although we do suggest you change your password. See item 3 below.
- If your account was created after February 14, 2016 and you’ve been affected, you can quickly and easily reestablish your service by creating a new TaxCloud account using the same email address and other information previously registered with TaxCloud. We will ensure this new account information is properly reconciled with any account information subsequently recovered during our restoration efforts.
- While all passwords are encrypted in our systems and that data remained secure, we suggest you change your passwords as a standard advisable precaution for situations such as these. If you can access your account online, you can change your password by following this link. If you are recreating your account, you will be able to establish a new password during that process.
If you’d like to call, we’re glad to talk. Feel free to phone us at 206-452-1686, but we kindly ask for your patience. Despite increasing our ability to handle higher call volumes, we believe in ensuring each customer receives all the attention they need and some callers require more assistance than others.
We refuse to be intimidated by bad guys, nor will we be deterred from our mission to provide you and all retailers with free and easy-to-use sales tax processing. You deserve reliable, accurate, and headache-free service. We apologize for the inconvenience and we thank you for your understanding and support.