me&u outage - orders not sent to POS

We are contacting you regarding the incident that occurred between 10:04am and 11:10am AEDT 12th January 2026 when me&u systems experienced an incident affecting customer orders and notifications.

Full Incident duration:

AEDT 10:04am - 11:10am 12th January GMT 11:04pm 11th January - 12:10am 12th January CST  5:04pm - 6:10pm 11th January

Timeline:

10:04am AEDT A change to the me&u batching service was deployed that caused no orders to be sent out to the relevant POS integration: Instead these orders were marked as Rejected by POS in me&u manage Live Orders page. Fallback methods like backup printer jobs or SMS failed order notifications will not have been sent. During this period, customers were able to load menus and place orders without issue.

10:25am Increased reports to our chat support team of all orders failing at multiple venues escalated internally.

10:36am Incident declared and me&u engineers were alerted for urgent assistance.

10:40am The cause of the outage was tracked to the deployment earlier that morning. A rollback to the previous safe state was urgently commenced.

• ANZ region was rolled back with no further errors seen after 10:47am AEDT
• UK region was rolled back with no further errors seen after 11:52pm GMT
• US region was rolled back with no further errors seen after 6:10pm CST

11:15am me&u engineers reviewed the code deployed that morning and make corrections to allow redeployment without any impact to batching

11:55am Corrected code was deployed with confirmation of no negative impacts.

The issue has been resolved and me&u is fully operational. 

Our engineers will be conducting a thorough postmortem of the incident in the coming days to identify root cause and actions required to avoid a future occurrence.  

We sincerely apologise for the disruption this caused and appreciate your patience while we worked to resolve it. Please reach out to our support team should you need any further assistance.