[Exclusive] Panera stores hit by nationwide IT failure

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App, Kiosk, Rewards and Gift Cards Unavailable; In-Store Orders Only

By Yeongjoo Park(yjpark@kakao.com)
Mar 23. 2024. SAT at 12:18 PM CDT

Panera is experiencing a nationwide system failure. As of 11:00 AM on the 23rd (Saturday), all online orders, app usage, and kiosk services are unavailable. Orders can only be placed through in-store staff.

The exact start time of the Panera system failure remains undisclosed. Customers encountered difficulties using kiosks earlier in the day, prompting the discovery of the malfunction.

At a Maryland Panera location, attempting to use the kiosk resulted in a message stating, “Guests Only” with normal operation impossible. Subsequent attempts to proceed with orders were unsuccessful as the screen failed to progress.

Another customer, attempting card payment via the kiosk, faced similar issues as it failed to function.

Eventually, an employee came out and affixed a “Not in Service” notice to the kiosk at around 11:30 AM. When questioned about the situation, the staff member responded, “I’m not sure.”

Both kiosks and the app are inaccessible. Opening the app reveals only a message apologizing for the inconvenience, with no option to continue ordering.

According to Panera’s guidance, orders can only be placed through in-store staff. Even in this scenario, rewards and gift cards cannot be utilized.

Members of the ‘Unlimited SIP Club,’ who enjoy unlimited drinks for $14.99 per month (after the price increase), can still receive their desired beverages. They simply need to inform the counter staff that they are a “membership holder” and place their order.

*You can read the Korean version of this article here.