Incident Date: 29 October 2026
Affected Services: Retail Express Back Office and access to Point of Sale (POS)
Incident Duration: Approximately 58 minutes
On 29 October 2026, Retail Express experienced a service disruption that prevented customers from accessing Back Office.
During this period, customers encountered error messages when attempting to log in, impacting their ability to carry out normal business operations.
While the Point of Sale (POS) system remained operational, customers who normally accessed POS through Back Office were also impacted, as they were unable to launch POS using their usual method.
Our investigation identified an issue affecting a supporting service following a recent infrastructure upgrade.
The affected service was unable to process requests as expected, resulting in customers experiencing errors and interrupted access.
Our Engineering team identified the affected service and implemented corrective changes to restore normal operations.
Following these changes, access to Retail Express Back Office was restored, with subsequent monitoring confirming that services had stabilised and were operating normally.
During this incident, the POS system itself remained operational. However, customers who relied on launching POS through Back Office were unable to access it using that method.
To help minimise disruption during similar Back Office access issues in the future, we strongly recommend that all customers create a direct bookmark or shortcut to their dedicated Retail Express POS login page.
This allows staff to access POS directly without first navigating through Back Office, provided the POS service itself remains available.
How to create your dedicated POS shortcut:
Open a new browser tab and enter the following POS URL, replacing YOUR_CLIENT_ID with your actual Client ID:
https://rex-pos.retailexpress.com.au/#!(YOUR_CLIENT_ID)
Once the POS login screen appears, save the page as a browser bookmark or shortcut.
Repeat this process on any additional computers or registers used to access POS.
For additional guidance, please refer to our Retail Express Platform Upgrade – Post-Maintenance Checklist.
To reduce the likelihood of similar disruptions, we are reviewing our system configurations, monitoring processes, and infrastructure validation procedures to further improve platform reliability and stability.
We sincerely apologise for the disruption and inconvenience caused to your business.
We understand the importance of reliable access to Retail Express, particularly during critical trading periods, and remain committed to improving the stability and performance of our platform.
Thank you for your patience and understanding.