Dec <var data-var='date'>15</var>, <var data-var='time'>13:27</var> PST Resolved - We have confirmed full recovery across all devices on our end. This incident is now resolved. Please reach out to our support team if you are still experiencing any issues related to device initialization. We once again apologize for the inconvenience this has caused, and thank for your patience and understanding throughout the incident. Dec <var data-var='date'>15</var>, <var data-var='time'>12:36</var> PST Monitoring - A fix has been implemented on Esper's end. We are starting to see recovery on our end. Please restart your devices, and reach out to our support team if you do not see your devices recover during the initialization process. Dec <var data-var='date'>15</var>, <var data-var='time'>12:20</var> PST Update - Esper has communicated to us that they have identified a root cause for the issue and is actively implementing a fix. Thank you for your patience on this issue. We are actively monitoring on our end for any signs of recovery. Dec <var data-var='date'>15</var>, <var data-var='time'>11:40</var> PST Identified - We are aware of an issue currently blocking devices from being able to properly start up and load the Snackpass software. We've identified that the root cause is due to an outage at Esper, the device management software company that we partner with for our Snackpass devices. For now, if your device is not affect, please do NOT restart it. For affected devices, please let it continue to load. Once Esper resolves the outage on their end, the device should start properly with a reboot. We are actively in communication with them to reach an expedited solution soon. We truly apologize for the inconvenience and deeply appreciate your understanding. You can monitor Esper's own status page here on this issue: https://status.esper.cloud/?__hstc=221464647.52a245557e6d632383da07f474ba2666.1765827267787.1765827267787.1765827267787.1&__hssc=221464647.1.1765827267787&__hsfp=3131920187

Device Initialization Failure due to Esper Outage

Jul <var data-var='date'>22</var>, <var data-var='time'>12:27</var> PDT Resolved - This issue has been resolved by HungryPanda. Incoming HungryPanda orders and changes to your HungryPanda menu and hours should now sync. This incident is now resolved. Thank you. Jul <var data-var='date'>22</var>, <var data-var='time'>12:25</var> PDT Update - We are continuing to investigate this issue. Jul <var data-var='date'>22</var>, <var data-var='time'>09:26</var> PDT Investigating - Orders from HungryPanda are currently not flowing into our system due to an outage on HungryPanda’s side. Our integration is operational, but we are unable to receive order data until their service is restored. We are actively in communication with HungryPanda and monitoring the situation. Thank you for your patience and understanding.

HungryPanda Order Integration Down (External Outage)

Jul <var data-var='date'>14</var>, <var data-var='time'>13:12</var> PDT Resolved - We have receive no additional reports related to this incident since the fix has been implemented. This incident is now resolved. If you are still experiencing related issues, please reach out to our support team immediately. Thank you for your patience and understanding regarding the matter. Jul <var data-var='date'>14</var>, <var data-var='time'>10:56</var> PDT Monitoring - A fix has been implemented and we are actively monitoring to ensure full resolution. Jul <var data-var='date'>14</var>, <var data-var='time'>08:59</var> PDT Investigating - We are aware of issues impacting some user's ability to view timecard data on the Snackpass dashboard, as well as clocking in/out on the POS system. We are actively investigating the root cause of this issue and will be working on a fix as soon as possible.

Time & Attendance – Clock-In/Clock-Out & Timecard Access Outage

Jun <var data-var='date'>12</var>, <var data-var='time'>16:11</var> PDT Resolved - We have observed full recovery across our system, along with our partnered service providers that were also negatively impacted by the Google Cloud Platform outage. While this incident originated outside of our systems, we take full responsibility for its impact on our partners. Our team is actively working both internally and in collaboration with Google Cloud and our other service providers to ensure we strengthen our system’s resilience moving forward and prevent similar incidents from occurring again. Thank you for your continued trust and understanding. Jun <var data-var='date'>12</var>, <var data-var='time'>12:19</var> PDT Monitoring - We are aware of issues logging into Restaurant Dashboard, Online Ordering, and the Snackpass app. The issue is caused by an ongoing Google Cloud outage. Google Cloud Servers act like an electricity grid for our POS and many third party tools worldwide. We are working to get more information from Google including issue status resolution steps. We will update you here as soon as we have an expected resolution time. Please see https://status.cloud.google.com/incidents/ow5i3PPK96RduMcb1SsW for updates by Google Cloud. While the incident was previously marked as resolved, we have received reports from Google of remaining intermittent issues across impacted services. This means some parts of Dashboard and user login across Kiosk, Online ordering, and Snackpass App may still be affected. We are closely monitoring and awaiting full recovery on Google's end.

Major Snackpass Service Interruptions Caused by Google Cloud Outage (Continued)

Jun <var data-var='date'>12</var>, <var data-var='time'>11:48</var> PDT Resolved - We are seeing systems beginning to come back online as the broader Google Cloud outage is being resolved. Our team is closely monitoring system performance to ensure full stability and functionality. We will continue to provide updates as we confirm recovery across all services. Jun <var data-var='date'>12</var>, <var data-var='time'>11:41</var> PDT Update - We have identified key Snackpass features that are negatively affected by the Google Cloud Outage: - Restaurant dashboard: Login blocked - Online ordering: Order placement blocked due to phone number verification failure - Rewards on kiosk/register: Cannot be redeemed - Snackpass app: Login blocked - Deliverect delivery integration: Deliverect is also experiencing failures due to their reliance on Google Services Jun <var data-var='date'>12</var>, <var data-var='time'>11:37</var> PDT Identified - We are aware of issues logging into Restaurant Dashboard, Online Ordering, and the Snackpass app. The issue is caused by an ongoing Google Cloud outage. Google Cloud Servers act like an electricity grid for our POS and many third party tools worldwide. We are working to get more information from Google including issue status resolution steps. We will update you here as soon as we have an expected resolution time.

Major Snackpass Service Interruptions Caused by Google Cloud Outage

Jul <var data-var='date'> 7</var>, <var data-var='time'>14:36</var> PDT Resolved - Our communications platform identified and resolved an issue where some customers were not receiving verification codes, preventing them from completing checkout for online orders. Services have now returned to normal. Jul <var data-var='date'> 7</var>, <var data-var='time'>11:32</var> PDT Identified - Our communications platform has identified an issue where some customers are not receiving verification codes, preventing them from completing checkout for online orders.

Verification Code Issue with Online Ordering

May <var data-var='date'>29</var>, <var data-var='time'>09:40</var> PDT Resolved - Intercom has resolved their outage. All support channels are now fully operational. Thank you for your patience and understanding. May <var data-var='date'>29</var>, <var data-var='time'>09:15</var> PDT Investigating - Our product support service provider, Intercom, is currently experiencing a major outage. As a result, we are unable to handle inbound communications via phone, live chat, or email effectively. We are closely monitoring updates from Intercom and will provide further information as soon as possible. We sincerely apologize for any inconvenience this may cause. Thank you for your understanding.

Outage with Our Support Service Provider - Severe Delays in Service

Jan <var data-var='date'> 1</var>, <var data-var='time'>21:26</var> PST Resolved - All platforms are now fully operational and this issue has been resolved. Jan <var data-var='date'> 1</var>, <var data-var='time'>14:11</var> PST Update - Snackpass Mobile App is fully operational for all menu items and promotions. As always, feel free to contact our support team with any questions or for assistance updating your kiosk - as some menu items and promos are still impacted at this time. Jan <var data-var='date'> 1</var>, <var data-var='time'>12:32</var> PST Update - Online ordering and register are fully operational. Specific menu items and promotions that have special hours (like a happy hour) are currently not purchasable on Snackpass app and kiosk. We've identified the issue and our fix will be released later today, but feel free to contact our support team for quicker assistance in updating your store. Jan <var data-var='date'> 1</var>, <var data-var='time'>11:00</var> PST Update - We’ve released a fix and online ordering is functioning as expected. However, we’ve identified that a cohort of stores that have product or promotional specific hours are still partially affected. Customers on app, online ordering, and kiosk will experience issues ordering menu items with special hours (for example an item available only 2-5pm) or promotional special hours (for example a happy hour promo). As a workaround, we suggest deleting product specific hours on the menu builder and promotional specific hours on the promo builder until a fix is deployed tonight. Please contact our support team with any questions or if you need assistance updating these hours until our fix is deployed tonight. Jan <var data-var='date'> 1</var>, <var data-var='time'>10:31</var> PST Identified - Some stores will appear as closed when customers are trying to order on online ordering. We're identified the issue and will provide an update once resolved.

Product and promotion special hours issue

Nov <var data-var='date'>24</var>, <var data-var='time'>14:40</var> PST Resolved - Snackpass saw elevated latency and declines on transactions involving credit cards issued by JPMorgan Chase, as a result of a problem affecting the issuing bank. Cards issued by other banks were unaffected through this period. At this time, we’ve seen latency and success rates recover to normal levels, and our partners are reporting the issue as resolved. We will continue to engage with our partners to understand the full cause of this issue, and to ensure there are no further disruptions. Nov <var data-var='date'>24</var>, <var data-var='time'>13:43</var> PST Update - We are aware of an external issue affecting payment with some cards. If the Kiosk or Register shows “Internet Connection Error”, the underlying issue is most likely a customer using a Chase issued payment card. Please ask the customer to use a card issued by a different bank. We understand that this is not always possible, and we will inform you as soon as we receive word that the issue has been fixed by Chase. Nov <var data-var='date'>24</var>, <var data-var='time'>13:12</var> PST Update - The card payment failures seem to be caused by Chase bank. Nov <var data-var='date'>24</var>, <var data-var='time'>12:54</var> PST Update - We are continuing to work on a fix for this issue. Nov <var data-var='date'>24</var>, <var data-var='time'>12:53</var> PST Identified - The issue has been identified and a fix is being implemented. Nov <var data-var='date'>24</var>, <var data-var='time'>12:53</var> PST Investigating - Starting 11:40am Pacific, 20% of payments are failing due to payment service provider (Stripe) issues. We're working with the provider to restore normal operations.

Intermittent payment processor errors (Chase) affecting some customer cards

Nov <var data-var='date'> 5</var>, <var data-var='time'>17:22</var> PST Resolved - This incident has been resolved. Nov <var data-var='date'> 5</var>, <var data-var='time'>16:12</var> PST Identified - The issue has been identified and a fix is being implemented. Nov <var data-var='date'> 5</var>, <var data-var='time'>16:08</var> PST Update - We are continuing to investigate this issue. Nov <var data-var='date'> 5</var>, <var data-var='time'>16:00</var> PST Investigating - Some app and online orders are failing during the last hour of opening time due to daylight savings time changes.

Online and app order failures due to daylight savings time

Apr <var data-var='date'>13</var>, <var data-var='time'>16:13</var> PDT Resolved - The issue has been resolved and we are seeing full recovery across all printers. We apologize for any inconvenience this may have caused. Apr <var data-var='date'>13</var>, <var data-var='time'>15:52</var> PDT Investigating - We are actively investigating an issue that could potentially be causing degraded performance across internet receipt and label printers using Server Direct Print. If you are experiencing printing errors, please let our support team know, and they’ll be able to assist you with switching to Bluetooth or LAN printing as a temporary workaround. If not, please continue business operations as normal.

Is Snackpass System down?

Snackpass System status is UP

Lastest published events

Device Initialization Failure due to Esper Outage

HungryPanda Order Integration Down (External Outage)

Time & Attendance – Clock-In/Clock-Out & Timecard Access Outage

Snackpass System Services, Components and Regions

Recent Snackpass System events

Device Initialization Failure due to Esper Outage

HungryPanda Order Integration Down (External Outage)

Time & Attendance – Clock-In/Clock-Out & Timecard Access Outage

Major Snackpass Service Interruptions Caused by Google Cloud Outage (Continued)

Major Snackpass Service Interruptions Caused by Google Cloud Outage

Verification Code Issue with Online Ordering