Matsuya Announces Cause of App and Service Outage: 'Unauthorized External Access'

Matsuya Foods and Matsuya Foods Holdings revealed on their official website on October 30 that the cause of the outage affecting the Matsuya App, official website, and other related services—down since the night of October 28—was “detection of unauthorized external access.” The companies also announced compensation details for members unable to use the services.

The official website’s homepage has been replaced with this notice, and as of October 30, it is the only content displayed there. The companies state they are working to identify the cause and scope of impact, prevent further damage, and confirm safety, adding that they will “provide further updates” on the restoration timeline. They have not addressed whether personal information was leaked or the scope of any such impact, positioning the matter as still under investigation at this stage.

From ‘Emergency Maintenance’ to ‘Unauthorized Access’: An Explanation That Changed in Three Stages

Matsuya’s explanation for this outage has grown more detailed with each announcement. The official Matsuya X account posted at 10:41 PM on October 28 that the “official website, Matsuya App, and Matsuben Net are suspended due to emergency maintenance,” and followed up at 7:41 PM on October 29 with an apology and a ticket-vending-machine coupon, describing the situation as “a system glitch has made some services, including the Matsuya App, unavailable.” Neither post used the words “unauthorized access.”

This third-stage explanation marks the first time the cause has been explicitly stated as “detection of unauthorized external access.” The list of affected services has also expanded: in addition to the official website, Matsuya App, and Matsuben Net named previously, Mobile Order and Matsuben Delivery have now been added. The format of the announcement changed too—rather than another X post, the entire homepage of the official website was replaced with the notice.

A review of Matsuya Foods’ past announcements turns up no prior case of a service outage attributed to unauthorized access. Notices of temporary suspension for emergency maintenance have occurred before (such as the July 15, 2026 system maintenance notice for the official Matsuya App and Matsuben Net), but there is no precedent for a response citing unauthorized access as the cause and including compensation for members.

Membership Rank Boosted by One Tier; PASS Purchasers Get a Ticket-Machine QR Code

The announced compensation measures break down into two main pillars.

The first is for Matsuya App members: for November and December, members will be set one tier above the rank they would otherwise be assigned based on the previous month’s purchase total. As an example, the company explains that a member whose scheduled November rank would be “Silver” will instead be set to “Gold.” For members whose scheduled rank would already exceed Diamond, a separate meal-use benefit will be provided.

The second concerns members who purchased the app version of MATSUYA PASS. For those who bought it between September 26 and October 28, 2026, the company will email a dedicated QR code by November 1 that lets them use the PASS discount at the “ticket vending machine” even while the service outage continues. Already-purchased app-version PASSes remain valid through their original expiration date. As a further apology, the company also plans to provide an app-version PASS valid for 30 days, from November 28 through December 27, 2026, contingent on the app’s restoration.

The app-version MATSUYA PASS covered by this compensation is the newest generation of the subscription pass, which began operating in two forms—app version and card version—on September 25. The purchase window covered by the compensation (September 26 to October 28) overlaps with roughly the first month since this newest generation launched, meaning a subscription pass that had only just gone on sale was brought to a halt near the end of its first sales cycle. The Membership Rank System itself has also seen continuous change over the past year: the Diamond rank was newly introduced on November 14, 2025 to mark the milestone of 5 million members, and the ranking criteria were renewed on June 26, 2026.

The October 29 Ticket-Machine Coupon Is Valid Until 3:00 PM on November 11

The expiration date for the apology coupon usable at the ticket vending machine, distributed on October 29 via the official Matsuya X account and official Matsunoya X account, was also disclosed for the first time with this announcement. The deadline is “until 3:00 PM on November 11, 2026.” At the time of the previous day’s notice, no specific end date or time had been given.

The coupon has a three-tier structure: 30 yen off six kinds of Beef Bowl, 50 yen off eligible bowls and Curry and Rice, and 70 yen off six classic set meals. Against the price range of the eligible menu items (from a Regular Serving Beef Bowl at 480 yen up to set meals around 990 yen), the discount works out to roughly 4–9% off—a discount level that remains on par with the card-version MATSUYA PASS benefit offered via QR code at the ticket vending machine (70 yen off, capped at 100 yen).

Personal Information Inquiry Desk Set Up

Matsuya Foods Holdings has set up a “Personal Information Inquiry Desk” regarding this matter. The phone number is 0422-38-1121, with reception hours from 10 AM to 4 PM on weekdays (closed on Saturdays, Sundays, and holidays; press “1” after the voice prompt). An inquiry email address is also listed on the official website. As of now, the company has not indicated whether personal information was leaked, the scope of any damage, or a restoration timeline, stating that it is still at the stage of “working to identify the cause and scope of impact.”