Is RMS Cloud Down?

Independent forensic investigators have confirmed that the unauthorised activity identified within the RMS environment has been contained. Our investigation continues as we assess the full scope and impact of the incident. As part of our response, we continue to rotate API credentials used by integrations connected to RMS. Some customers have experienced interruptions to connected services during this process. Our teams are working with affected customers and integration partners to resolve outstanding issues. We are also assessing our regulatory notification obligations in the relevant jurisdictions and will comply with applicable requirements. Our <a href="https://support.rmscloud.com/hc/en-gb/articles/18149918999823-Security-Incident-Alert-WhatsApp-Phishing-Scam">Security Incident Help Centre article</a> provides practical guidance and templates to help you communicate with your guests. If you are experiencing an integration issue or need assistance, please <a href="https://support.rmscloud.com/hc/en-gb/requests/new">contact RMS Support</a>. We will publish further updates on this status page, where you can subscribe to receive notifications. Thank you for your continued patience. --- [2026-10-30T06:04:15.496Z] (monitoring) RMS has now notified the Australian Cyber Security Centre (ACSC), the Office of the Australian Information Commissioner (OAIC) and the National Office of Cyber Security regarding this incident. Our investigation remains ongoing, and we will continue to liaise with these regulators while assessing any further notification requirements. --- [2026-10-29T07:47:11.399Z] (monitoring) Our investigation is ongoing. On Monday, 26 October 2026, RMS identified unauthorised access to a limited part of its environment. We have implemented additional containment, monitoring and access control measures, and our teams are working around the clock with forensic, cyber and legal specialists. Current findings indicate a subset of guest booking information held in our system is involved, including guest contact information and booking details. Credit card and payment details are not involved. What customers should do: While the investigation continues, we recommend providing guidance to your guests on a precautionary basis to remain vigilant against phishing communications. Guest communication guidance is available in the RMS Help Centre: support.rmscloud.com --- [2026-10-28T07:46:33.406Z] (monitoring) While our investigation is ongoing, current findings indicate a subset of guest reservation information held in our system is involved, including guest contact information and reservation details. Credit card and payment details are not involved. RMS is also aware of phishing communications sent by an unknown entity claiming to be RMS or one of RMS’ customers.  The communications quote reservation information, request confirmation of payment details, and may be received via email, text message or WhatsApp. We are treating this matter with the utmost urgency, and recognise the concern and disruption this has caused our customers and their guests. Our team is working around the clock, supported by forensic, cyber and legal specialists, to investigate, support affected customers and understand the full extent of the impact. We are working closely with affected customers to make sure their guests have clear information and practical guidance while our investigation continues. --- [2026-10-27T22:18:52.423Z] (monitoring) We continue to monitor for suspicious activity. As a precaution, we've issued new credentials to our integration partners and working with them to complete the change. Some partners and customers will be contacted to update their integration details. If you're unsure whether a request is genuine, contact RMS Support using your usual contact details before acting on it. We are pursuing the removal of the websites and contact channels used in the scam. Guidance for properties, including an email template you can send to your guests, is in our Help Centre article: https://support.rmscloud.com/hc/en-gb/articles/18149918999823-Security-Incident-Alert-WhatsApp-Phishing-Scam We know you want more detail about what happened and what it means for your property. We are preparing a fuller update and will share more throughout the day as it becomes available. RMS will never ask you or your guests for card details or payment through WhatsApp. Our next update will be no later than 5:00 pm AEDT today, 28 October. --- [2026-10-27T10:18:44.849Z] (monitoring) We continue to monitor for suspicious activity, pursue the removal of contact channels and websites used in the scam, and work with our integration partners on our ongoing response. Guidance, including a guest email template, is available in our Help Centre article here: https://support.rmscloud.com/hc/en-gb/articles/18149918999823-Security-Incident-Alert-WhatsApp-Phishing-Scam Our next update will be at 9:00 am AEDT tomorrow, 28 October. --- [2026-10-27T05:35:19.315Z] (monitoring) RMS is investigating reports of guests receiving phishing messages via WhatsApp, SMS and email that reference genuine booking information and ask recipients to confirm payment details or make a payment. These messages are not being sent by RMS. Our teams are actively investigating the activity and taking steps to contain it, protect customer information and support affected customers and integration partners. Some integrations may experience brief interruptions while this work continues. No payment card information has been exposed from RMS. We will provide our next routine update by 9:00pm AEDT tonight, or sooner if there is a material change. Please subscribe to this incident for automatic updates.

This incident has been resolved. --- [2026-10-08T07:21:53.172Z] (monitoring) Our team have restored the DRC service and we're monitoring to ensure no further issues are present. --- [2026-10-08T06:58:38.892Z] (identified) We've identified the cause of this issue and are working to restore the service. The next update will be available by 18:30 AEDT. --- [2026-10-08T05:08:02.178Z] (investigating) We're urgently investigating an issue affecting DRC device connections. Updates will be provided shortly.

**Postmortem: SQL errors on login** **Date:** 05 October 2026  **Status:** Resolved **Summary**  On 05 October 2026, some RMS customers saw an SQL error when logging in to RMS for approximately 17 minutes. The cause was scheduled maintenance by our infrastructure provider, who restarted database servers while installing patches. Service returned to normal once the patching finished. No other servers were affected. **Impact**  Customers hosted on the affected production environment could not log in to RMS and received an SQL error message. Customers on other environments were not affected. **Timeline \(UTC\)** * 10:00 to 10:20: Our infrastructure provider restarts the affected database servers as part of scheduled patching. * 10:10: RMS Support receives the first customer reports of an SQL error at login. * 10:10 to 10:20: RMS Infrastructure investigates and finds the errors line up with the provider’s maintenance. * Approx. 10:20: The database servers come back online. * 10:30: Support re-tests and confirms login is working. **Root cause**  Our infrastructure provider carried out scheduled patch maintenance on the databases supporting the affected environment. While the servers were restarting, login requests could not reach the database and returned an SQL error. All servers came back online normally once patching completed. **Resolution**  No fix was needed from RMS. The database servers recovered after the maintenance finished, and RMS Support confirmed login was working again. --- [2026-10-05T11:41:00.802Z] (resolved) A subset of users are experiencing degraded performance within RMS Engineers are investigating This incident has been resolved.