San Francisco-based ticket distributor Ticketfly’s website was reportedly held for ransom Thursday in what the company is calling a “cyber incident.” The outage affects venues across the Bay Area, including The Independent and the UC Theatre.
“We can’t run credit cards, we can’t do anything,” said Bill DeCarli of HopMonk Tavern and Twin Oaks Roadhouse, Ticketfly venues in the North Bay. “I’m back to the stone age. Paper and pen, the way we used to do it.”
“They didn’t reach out to us so much as we reached out to them,” DeCarli added. “We had been trying to get to the site all day and wondering what was happening.”
Additionally, according to online chatter, the personal information of customers was leaked. Some Twitter users were reporting that during the time the site was still online, the database was visible and customer data may have been public.
I sent an email yesterday reporting that the ticketfly website was hacked. All of the user data and site is completely downloadable. They need to come clean on the fact that your data was comprised and still is downloadable at this very moment! #ticketfly #cybercrime #wordpress pic.twitter.com/Ur0AsZpDij
— Michael Villado (@mvillado) May 31, 2018
— VER1TAS (@THE_VER1TAS) May 31, 2018
Ticketfly’s support page says, about possible compromised user info, “Our investigation into the incident is ongoing. We’re putting all of our resources to confirm the extent of the unauthorized access. We’re committed to communicating with all customers once we have more information about the scope of the issue.”
Billboard reported that Ticketfly customers first noticed Wednesday at 9 p.m. that the site had been changed to a man wearing a Guy Fawkes mask and a message from a hacker calling himself IsHaKdZ.
“Your Security Down im Not Sorry,” the message read, with a link to an email address and warning from the hacker claiming access to a database that allegedly includes information about Ticketfly users. According to CNet, the hacker demanded a ransom of 1 bitcoin ($7,500) “to fix the exploit.”
Ticketfly responded by taking its service offline.
“Out of an abundance of caution, we have taken all Ticketfly systems temporarily offline as we continue to look into the issue,” the site read. The full message is above.
Reached by phone, a Ticketfly spokeswoman declined to comment on the developing situation and the company’s investigation. Additional efforts to contact the company through social media, by email and by phone resulted in unreturned messages.
Here’s what the affected venues are advising if you have tickets to a show this weekend. This list will be updated as we get replies from the venues. Last updated June 1 at 9:22 am.
19 Broadway (Fairfax) — We will update when we have more information.
Bimbo’s 365 Club (SF) — Tickets will be available at the door for Okkervil River on Saturday, but ticketing is otherwise down.
Catalyst (Santa Cruz) — We will update when we have more information.
The Chapel (SF) — Tickets can be purchased in person or by calling 415-551-5157, with no fees. Pre-purchased tickets will be honored at will call.
Feinstein’s at the Nikko (SF) — We will update when we have more information.
HopMonk Tavern (Sebastopol, Novato, Sonoma) — Bring printed tickets, email confirmations on your phone, as much documentation as you have, and at least one form of ID.
Hotel Utah Saloon (SF) — Tickets will be on sale at the door, and printouts of confirmation emails will be accepted as tickets.
The Independent (SF) — All shows this weekend (Frazey Ford, Wet) will require paper tickets. Be sure to print them out before leaving! New tickets may or may not be available for purchase.
Monarch (SF) — We will update when we have more information.
Neck of the Woods (SF) — We will update when we have more information.
Rickshaw Stop (SF) — Bring a printout of your ticket and a photo ID.
Twin Oaks Roadhouse (Penngrove) — Bring printed tickets, email confirmations on your phone, as much documentation as you have, and at least one form of ID.
The UC Theatre (Berkeley) — Their entire website was down, but their box office is open for in-person ticket purchases. You can also buy tickets through Eventbrite.
Yoshi’s (Oakland) — We will update when we have more information.
This story will be updated as we get more information.
Editor Roman Gokhman contributed to this report.