Update on the Smartly service disruption
Update on the Smartly service disruption
Last updated: 11:50am, Tuesday 13 October 2026
Service restored · Monitoring continues
Smartly is up and running, and we are monitoring the situation closely.
We’ll update this page throughout the day.
Latest update: 11:50am, Tuesday 13 October
This morning's issue has been resolved and access to Smartly has been restored for all customers.
What happened on Monday
On Monday 12 October, some Smartly customers were unable to log in. The disruption was caused by an application issue. It was not a security incident, and there is no indication that customer data was accessed or compromised
We’re sorry
We know how important it is to get your team paid on time, and the last two days have made that harder. We’re sorry. Once our investigation is complete, we’ll share what happened and what we’re changing to prevent it happening again.
What happens next
Once our investigation is complete, we’ll share what we’re changing to prevent this happening again.
Need help?
If you need help with your pay run, call our Customer Support team on 0800 10 10 38. We’re experiencing high call volumes, so please bear with us if you have to wait.
FAQs
I have a pay run due today. What should I do?
Process your pay run as normal. The issue earlier this morning was intermittent so please try again in a few minutes or check this page for updates. We apologise for the inconvenience and appreciate your patience while we work to restore reliable access.
I can’t log in. What should I do?
Issue are intermittent, so you may be able to access Smartly if you try again in a few minutes. If you’re still having trouble, or something is time-critical, call us on 0800 10 10 38
What should I do if my pay run failed on Monday or today?
Log in to Smartly and check the status of your pay run before doing anything else. If it shows as not processed, you can process it now as normal. Please don’t re-run a pay run until you’ve checked its status, so your employees aren’t paid twice. If you’re unsure what you’re seeing, call us on 0800 10 10 38 and we’ll check it with you.
My employees were paid late. What should I do?
We recommend letting affected employees know their pay was delayed because of a disruption with your payroll provider. If your employees have been charged bank fees or similar costs, please contact us by email: helpdesk@smartly.co.nz with evidence of the fees incurred.
Will this affect my payday filing with Inland Revenue?
Payday filing with Inland Revenue is unaffected by this issue.
Was my data affected?
No. This is an application issue, not a security incident, and there is no indication that customer data was accessed or compromised.
Will you tell us what caused this?
Yes. Once our investigation is complete, we’ll update this page with what happened and what we’re changing to prevent it happening again.
Need help?
Our Customer Support team is available from 8am to 6pm on 0800 10 10 38. We’re experiencing high call volumes, so please bear with us if you have to wait.
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