H&M all apologies as fashion and homeware retailer reports major IT outage affecting payments in stores

H&M customers have been unable to complete payments in stores across the UK today following an IT outage, the cause of which has not yet been revealed. 

It is not currently known if online shoppers are suffering similar problems to their in-store counterparts.

A spokesperson for H&M said: “We are aware of the problem and are looking into resolving it as quickly as possible. We apologise to our customers for the inconvenience.' 

The incident closely follows M&S and Co-op being hit by cyber attacks that caused huge problems.

As it released full year results for the 52 weeks ended 29th March 2025, M&S last month said it would lose an estimated £300 million as a result of an attack that has forced it to halt online orders and struggle to keep store shelves stocked.

Rob Jardin, Chief Digital Officer at cybersecurity specialist, NymVPN, comments: "H&M hasn’t confirmed the cause of the outage, and there’s no official indication yet that it’s a cyber attack, but given the recent wave of attacks targeting major retailers, it’s naturally one of the first conclusions people will jump to.” 

He adds: “In today’s climate, any unexplained disruption to payment systems or operations is likely to raise red flags, especially when details are scarce. Until more information is shared, speculation will fill the gap - which is why clear, timely communication from companies is so important in maintaining trust.”

“The causes of IT outages like this are often discovered hours after the incident, which is why it is crucial that shoppers take the necessary precautions before shopping online. Do not save your payment details with the retailer directly to avoid being even more vulnerable during a data leak.”

2025 RTIH INNOVATION AWARDS

Payments will be a key focus area at the 2025 RTIH Innovation Awards.

The awards, which are now open for entries, celebrate global tech innovation in a fast moving omnichannel world.

Our 2024 hall of fame entrants were revealed during an event which took place at RIBA’s 66 Portland Place HQ in Central London on 21st November, and consisted of a drinks reception, three course meal, and awards ceremony presided over by comedian Lucy Porter.

In his welcome speech, Scott Thompson, Founder and Editor, RTIH, said: “The event is now into its sixth year and what a journey it has been. The awards started life as an online only affair during the Covid outbreak, before launching as a small scale in real life event and growing year on year to the point where we’re now selling out this fine, historic venue.”

He added: “Congratulations to all of our finalists. Many submissions did not make it through to the final stage, and getting to this point is no mean feat. Checkout-free stores, automated supply chains, immersive experiences, on-demand delivery, next generation loyalty offerings, inclusive retail, green technology. We’ve got all the cool stuff covered this evening.”

“But just importantly we’ve got lots of great examples of companies taking innovative tech and making it usable in everyday operations - resulting in more efficiency and profitability in all areas.”

Congratulations to our 2024 winners, and a big thank you to our sponsors, judging panel, the legend that is Lucy Porter, and all those who attended November's gathering. 

For further information on the 2025 RTIH Innovation Awards, please fill in the below form and we will get back to you asap.