Note: This information is also available on Tumblr for the benefit of those who cannot view posts on our website at the moment.
As several users have found, we are currently suffering from a large scale cyberattack like the one which recently took the BBC website down, and the one which memorably disabled the online gaming services run by Sony and Microsoft last Christmas.
These attacks are very difficult to defend against and even the very largest international corporations have experienced complete shutdowns when targeted. Our engineers are working tirelessly on moving our data to another location which is not affected by the current attacks, and within a few days full access should be permanently restored. In the meantime, there may be periods where some people cannot make a connection. Trying again will often solve the problem as the outages are intermittent, but a small number of users in some locations are having sustained difficulties making a connection even if their Internet connection is otherwise working properly.
If you’re having trouble contacting us we can be reached on Twitter, Facebook and Tumblr, and we’re regularly posting updates to our Twitter account as we work towards a permanent solution. You can also send us a message through Amazon – even if you didn’t purchase your kit that way. All of these services are hosted in different regions to our own servers and you shouldn’t have any trouble connecting to them during the attacks.
Our customer support agents are still available throughout the attacks and they’ll do their best to assist.
If you’re using a computer with no CD drive, please get in touch and we’ll send you a direct download link. If you’re having trouble with activating, please ensure that you include your email address and activation code (from the back of the book) with your message and our team will be able to send you offline activation instructions.
I understand the frustration that this is causing as I personally read every email that we receive. I know how many children and parents are waiting for these problems to clear. I sincerely hope that we’ll restore full service as soon as possible, but in the meantime please get in touch – we’re here to help.