Important update for Snapper customers

Summary: Following a failed cyber-attack, Snapper has disabled the Accounts section of the website until the introduction of a new accounts section.

Until then customers may use their mobile app, service centres, retailers, and temporary web forms for account activities.

Following a failed cyber-attack, Snapper is temporarily disabling the Accounts section of the website.

The accounts section of the Snapper website experienced an attempted cyber-attack in April through a vulnerability in the technology platform that we use for this part of the website. We engaged our security partner to investigate the incident and they have confirmed no customer information was accessed as Snapper’s systems were able to successfully defend against this attack. Regardless, we took the accounts section of the website down as a preventative measure to protect customer data while we sought to harden the site and undertake further investigations before restoring this important service.

The only area of the Snapper site that has been impacted is the Accounts section.
The rest of the Snapper website that provides information for Snapper users remains fully available and there is no change to how you use your Snapper to pay for public transport.

We recommend downloading the Android or iOS mobile app if you are able. You will be able to see your transaction history and balance there. If you are unable to download the app then you can see ways of accessing your transaction history by visiting https://www.snapper.co.nz/site-maintenance.

What’s next?

As we’ve progressed with our investigations, it’s become apparent that we must update our current technology platform so we can be certain of our defenses against future attacks. We take your data privacy extremely seriously and understand that we live in a world where cyber-attacks happen all the time, and so we’ve made the tough decision to keep the accounts section of the website down for the time being and rebuild it on a better, more secure technology platform. Whilst we understand this is an unwanted inconvenience, our primary concern is to ensure your data remains safe whilst we undertake the rebuild. We will release account features as soon as they become ready.

On the plus side, rebuilding the accounts section means we will be able to deliver new features to you more quickly as our services continue to evolve. In the meantime, we will continue to support you through our call centre, mobile apps, service centres, retailers, and temporary web forms. Please follow this link for more information on these support channels.

We are sorry for any inconvenience the accounts section rebuild will cause you, but rest assured that we will be doing all we can to make your account queries as easy to resolve as possible while continuing to protect your personal data and information.

Q&A

Will my Snapper card still work?

Absolutely. The functioning of this section of the website has no impact on your day-to-day Snapper use.

How do I get my account information?

Do I need to change my password?

While independent auditors have investigated the incident and are confident that nothing has been compromised, it is always a good idea to regularly reset passwords to protect your data.

Whilst the accounts section of the website is down you can’t update your password online, but you can reset your password via either our iOS or Android app. Otherwise, we will let you know as soon as this feature is restored on our website.