Currencycloud outage history

We are aware of an issue impacting the processing of support emails, where messages are being successfully delivered but are not consistently appearing within our support platform. Our teams are actively investigating this as a priority. In the meantime, where possible, please continue to submit requests via Direct. If you require assistance, please contact us through the Support section within the platform. We apologise for any inconvenience and will provide further updates as soon as they become available. For further guidance refer to Help Centre > Currencycloud Web Portals > Currencycloud Direct > Support Tickets FAQ https://support.currencycloud.com/hc/en-gb/articles/360020890340-Support-tickets-FAQ

A mitigation was implemented on 19 October at 5:44 PM BST and monitoring is ongoing. Based on current findings, the issue was intermittent in nature and did not affect all inbound emails. Please contact Support if you continue to experience issues.

The issue affecting the processing of some support emails has been resolved. Investigation confirmed the impact was limited to intermittent email processing failures on 14 October, while other emails continued to be processed successfully. We will continue to monitor the service and work with Microsoft on a permanent resolution. If you experience any further issues, please contact Support.

## Overview Between 13 October and 19 October, we experienced an issue affecting the processing of a subset of support emails sent to Currencycloud. While emails were successfully delivered, some were not consistently appearing within our support platform for processing. A mitigation was implemented on 19 October, after which email processing returned to expected levels. Ongoing monitoring has not identified any significant recurrence of the issue. ## Client Impact A subset of clients may have experienced delays in the processing of support requests submitted via email during the affected period. The issue was intermittent and did not impact all incoming emails. Many support emails continued to be processed successfully throughout the incident. No customer action is required; however, clients who believe a support request was not processed during this period may contact Support for assistance. ## Root Cause Our investigation determined that the issue was caused by an unexpected email processing behavior within a service provider dependency used to route and process inbound support emails. To restore service, a temporary mitigation was implemented which successfully resumed normal email processing. Following the mitigation, monitoring confirmed that emails were being processed as expected. We continue to work with the service provider to complete the root cause investigation and identify any additional long-term improvements. A permanent solution will be implemented before the temporary mitigation expires to help prevent recurrence of this issue. Currencycloud Confidential

On 24 September 2026, some customers experienced authentication failures when accessing Currencycloud services via our API and platform. The issue was linked to a software release and was resolved by rolling back the change. Service was restored and monitoring has confirmed normal operation since recovery. A detailed root cause analysis is currently being completed and is undergoing internal review. Further information will be shared once that process is complete. We apologise for the disruption and thank our customers for their patience.

## **Overview** On 24 September 2026, some customers experienced authentication failures when accessing Currencycloud services through the platform and API. The issue occurred following a software release and affected customers' ability to successfully authenticate and access certain services. Once identified, the software change was reversed and service was restored. Monitoring following recovery confirmed normal operation. ## **Client Impact** * A subset of customers experienced authentication failures when attempting to access Currencycloud services through the platform and API. * Affected customers may have been temporarily unable to log in or access services requiring successful authentication. * No customer action was required after service was restored. * Services have continued to operate normally following recovery. ## **Root Cause** The incident was caused by a software release that introduced an error in the authentication process. Under certain conditions, the change prevented authentication activity from being processed correctly, resulting in authentication failures for some customers. Once the issue was identified, the software change was reversed, restoring the previous stable configuration and returning services to normal operation. Following the incident, a review was conducted to identify opportunities for improvement. Additional safeguards are being implemented within the release and validation process, including enhancements to monitoring and testing, to help detect similar issues more quickly and reduce the likelihood of recurrence. Currencycloud Confidential

An issue is currently affecting multiple API endpoints and is under investigation. A spike in server errors was detected and has since subsided with no further errors observed. We are monitoring the situation closely and will provide updates as the investigation progresses. Some customers may have experienced errors when accessing endpoints during the incident window. We appreciate your patience as we investigate the root cause and work to prevent recurrence.

We have identified the cause of the elevated error rates and implemented mitigation. A platform-wide node replacement event briefly left services without ready endpoints to handle requests. We have rolled back a recent deployment as a precaution and confirmed service stability has been restored. A small subset of requests may have experienced errors during the brief window when endpoints were unavailable. Our teams are actively monitoring the affected services to ensure full stability before returning to standard operations.

The issue causing intermittent API errors has been resolved, and services are operating normally. A number of API requests experienced transient failures during brief periods of elevated error rates; however, no further issues have been observed since mitigation was completed.

# Overview On 21 September 2026, a subset of API requests experienced intermittent errors across multiple API endpoints. The issue was identified at approximately 19:52 UTC and resolved by 20:41 UTC, with elevated error rates observed intermittently during that period. Services remained stable, and no further issues were observed following resolution. # Client Impact During the incident window, some clients may have experienced temporary failures when accessing API functionality, including payments, transactions, balances, conversions, and rates. The disruption was brief, and no data integrity issues, loss of funds, or customer action requirements were identified. # Root Cause The incident coincided with a routine infrastructure event within our production environment that resulted in a number of service instances being redistributed. During this transition, some requests were unable to be processed successfully, leading to a short period of elevated API errors. Once the issue was identified, the affected services were stabilized and monitored to confirm normal operation. Service performance returned to expected levels and remained stable for the remainder of the monitoring period. As part of our ongoing review process, we are evaluating additional safeguards around infrastructure transitions and service readiness checks to further reduce the likelihood of similar issues in the future. Thank you for your understanding as we continue to enhance the reliability and resilience of our services. ‌ ###### Currencycloud Confidential

We are currently investigating an issue affecting CAD payments processed through one of our banking partners. As a result, some customers may experience payment failures or delays in processing. Our teams are actively working with the provider to identify the cause and restore normal service as quickly as possible. We will continue to provide updates as more information becomes available.

We have not observed any further instances of the issue affecting CAD payments since 14 September, and payment processing continues to operate as expected. Our teams remain engaged with the banking partner to complete the root cause investigation into the initial subset of payment failures. While service remains stable, we will continue to monitor closely and provide further updates if new information becomes available.

CAD payment processing has remained stable since 14 September, with no repeat instances of the issue observed. As service has continued to operate as expected throughout the monitoring period, this incident is now considered resolved. We will continue to work with relevant network partners on follow-up actions and preventative measures arising from our review of the incident.

#### **Overview** On 14 September, a subset of CAD payments failed to complete successfully during a period of unusually high payment activity. The issue was identified through automated monitoring and investigated immediately. Throughout the incident, the wider platform remained available and operating normally. ‌ #### **Client Impact** A subset of clients experienced failed or delayed CAD payments during the incident window, which may have resulted in funds reaching beneficiaries later than expected. Affected payments required reprocessing once normal processing conditions were restored. We recognise the disruption this may have caused to clients and beneficiaries, particularly where payments were time-sensitive. No impact was identified to other currencies, products, or broader platform services. ‌ **Root Cause** The incident occurred when an unexpectedly high volume of CAD payments temporarily exhausted the available liquidity used to support payment processing. As a result, a number of payment requests could not be completed and were returned as failed. Our investigation confirmed that payment instructions were submitted correctly and that there were no application defects or operational errors within Currencycloud systems. Service returned to normal once sufficient liquidity became available, and no further occurrences were observed following the incident. Prevention and Improvements Following the incident, we reviewed our monitoring and liquidity management processes. While existing monitoring detected the issue as designed, we are implementing additional safeguards to provide earlier visibility of elevated payment activity and potential capacity risks. We are also working with our banking partners to review liquidity thresholds, monitoring arrangements, and escalation processes to reduce the likelihood of a similar event occurring in the future. These actions are intended to improve our ability to identify and respond to periods of exceptional payment demand before customer impact occurs. ‌ ‌ _Currencycloud Confidential_

We are currently investigating an issue affecting one of our non-production demonstration environments. The issue is impacting access to and functionality within the demo environment only. There is no impact to Currencycloud production services, client funds, payment processing, or live customer activity. All production systems remain fully operational. Our teams are actively working to restore the affected demo environment, and we will continue to monitor progress until service has been fully recovered.

The issue affecting one of our non-production demonstration environments has now been fully resolved, and services have returned to normal operation. The disruption was limited to the demo environment only. There was no impact to Currencycloud production services, client funds, payment processing, or live customer activity at any point during the incident. Following remediation and validation activities, the affected demo services have been restored and are operating as expected. We will continue to monitor the environment as part of normal operational oversight.

## Overview On 14 September 2026, we experienced a disruption affecting one of our non-production demonstration environments. This impacted access to balances and related account functionality within the demonstration environments only. Service restoration activities began immediately after detection, and core functionality was restored the same day. Following additional validation and recovery activities, the incident was fully resolved on 15 September 2026. ## Client Impact A subset of users accessing the DEMO environment may have experienced limited visibility of balances and using certain associated features during the affected period. The disruption was limited to non-production demonstration services. There was no impact to Currencycloud production services, client funds, payment processing, or live customer activity. No customer action was required. ## Root Cause The incident was caused by an unintended infrastructure configuration change within the DEMO environment. This resulted in the temporary unavailability of a component supporting balances and related functionality in the DEMO environment. To restore service, our engineering teams rebuilt the affected database resources, re-established the required configuration, and validated functionality across the environment. Additional reviews were completed to confirm that production systems and other environments were not affected. Corrective actions have been identified and are being tracked to strengthen infrastructure controls and reduce the likelihood of similar incidents occurring in the future. Following successful restoration and validation, the DEMO environment returned to normal operation. Currencycloud Confidential

We are currently investigating delays affecting the delivery of webhook notifications. Our teams are actively reviewing the issue and working to restore normal service. We will provide further updates as more information becomes available. No client action is required at this time.

We have identified the cause of delays affecting webhook notification delivery and are implementing a phased remediation plan. Our immediate priority is to restore normal processing rates and reduce the backlog of delayed notifications. In parallel, Engineering is implementing a corrective change to address the underlying issue and prevent recurrence. Clients may experience delays in receiving webhook notifications while recovery activities are ongoing. We are actively monitoring progress and will continue to provide updates as service recovers. No client action is required at this time.

Webhook notifications continue to be processed and delivered, although some clients may still experience delays while recovery activities remain in progress. Engineering has deployed an additional change designed to reduce database load and improve processing throughput. This update is currently being rolled out and early indicators show backlog volumes continuing to reduce. In parallel, a further corrective change addressing the underlying cause has been identified and is undergoing final review prior to deployment. We are actively monitoring service performance and backlog reduction as processing returns to normal levels. No client action is required at this time.

Webhook notifications are being processed and delivered normally. The backlog of delayed notifications has been fully cleared and service continued to operate throughout the incident. Engineering has implemented remediation measures and no further delays are expected. We will continue to monitor the service as part of normal operations. No client action is required.

# Overview On Tuesday 8 September 2026, some customers experienced two periods of delay in receiving webhook notifications from Currencycloud. The first period occurred between 07:23 and 10:05 UK time, and the second between 14:01 and 17:10 UK time. During these periods, webhook events continued to be generated but accumulated temporarily within the notification processing queue and were delivered later than expected. Processing recovered and the queue returned to normal after corrective changes were deployed and recovery was validated. # Client Impact Customers using webhook notifications experienced delays in receiving transaction, funding and bank transfer updates during the two affected periods. This reduced real-time visibility and may have delayed automated workflows that depend on webhook receipt. Underlying transactions, funding activities and bank transfers continued to process successfully, and the Currencycloud platform remained available. Most delayed notifications were delivered as processing recovered. Subsequent validation identified notifications requiring targeted replay or recreation, and these were taken forward through controlled post-incident remediation. If you believe a specific notification remains missing, please contact your Currencycloud representative or Support with the relevant transaction reference so it can be investigated. No customer action was required to restore service. The incident affected the timing of notification delivery rather than the accuracy of the underlying transaction or payment records. No customer fund impact, security concern or financial loss was identified. # Root Cause The repeat delays were caused by retry-related processing within the webhook notification service. When an expected event record could not be found during retry validation, the same notification could be retried repeatedly, increasing database activity and temporarily reducing processing throughput. A further inefficient database lookup contributed to the load. This caused webhook events to build up in the queue until processing capacity recovered. Currencycloud deployed corrective changes to reduce database load, address the retry amplification behaviour and improve processing stability. The service was monitored until the queue returned to normal and webhook delivery resumed at expected levels. Further work includes completing the permanent indexed lookup, strengthening dependency-readiness controls, improving retry and dead-letter handling, and enhancing monitoring and controlled notification replay capabilities. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting the functionality to create EUR virtual accounts.

The incident has been resolved. A connector within our service had failed and did not re-establish connectivity. The connector is now running and further investigation to prevent re-occurrence will be carried out.

# Overview On 5 September 2026, Currencycloud identified an issue affecting the creation of Virtual Accounts through one of our network partner integrations. New Virtual Account requests were received but were not being successfully processed, resulting in delays to account creation. The issue was investigated and resolved, after which the backlog of pending requests was successfully processed and normal service resumed. # Client Impact Clients requesting new Virtual Accounts through the affected network partner experienced delays in account creation during the incident window. Once service was restored, all queued requests were processed successfully and normal account creation resumed. No existing Virtual Accounts, customer funds, transactions, or account balances were impacted by this issue. # Root Cause The incident was caused by a failure within an internal message-processing component responsible for transferring Virtual Account creation requests between systems. Following a database connectivity issue, the component stopped processing requests, preventing new Virtual Accounts from being created and causing requests to accumulate in a backlog. Restarting the affected component restored normal processing and allowed all queued requests to be completed. Following the incident, monitoring and alerting were enhanced to provide improved detection and recovery guidance should a similar issue occur in future. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting webhook notification delivery for some Currencycloud customers. Customers may experience delayed or missing webhook notifications for transactions, funding events, and bank transfers. We have received reports from multiple customers and are actively working to determine the scope and cause of the issue. Our teams are investigating with the highest priority and will provide updates as they become available. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.

We have mitigated the issue affecting webhook notification delivery. A targeted fix has been successfully deployed to production, and webhook notifications are now being processed and delivered. The queue of delayed notifications is reducing, and current recovery indicators show the service is operating as expected. Underlying transactions, funding events and bank transfers continued to process successfully throughout the incident. Current evidence indicates that webhook notifications were delayed and retained for delivery rather than lost, although delivery validation remains ongoing. No client action is required at this time.

The production fix remains in place and has addressed the original issue that caused webhook notifications to accumulate. During recovery, processing of the existing backlog has slowed due to database load, and Engineering is investigating the safest way to resume and accelerate clearance without placing additional pressure on the service. This is not currently considered a recurrence of the original incident. It relates to processing the unusually high volume of notifications already queued. Underlying transactions continue to process normally, but clients may continue to experience delays in receiving webhook notifications while backlog recovery is completed.

The production fix remains deployed and addressed the original issue that caused webhook notifications to accumulate. However, processing of the existing backlog stopped at approximately 14:40 BST, and delayed notifications are not currently progressing through the queue. Engineering is actively investigating the cause and assessing the safest recovery action while preserving all queued webhook events. Current evidence suggests this remains related to processing the unusually high backlog volume rather than a new issue affecting underlying transactions. Transactions continue to process normally, but clients will continue to experience delayed webhook notifications until backlog processing resumes. We will provide a further update once sustained processing and queue reduction have been restored.

The production fix remains deployed and has addressed the original issue that caused webhook notifications to accumulate. However, processing of the retained backlog has stopped again, and delayed notifications are not currently progressing through the queue. Engineering Teams are actively investigating a secondary issue affecting backlog processing and is working to restore delivery while preserving all queued webhook events. Underlying transactions continue to process normally, but clients will continue to experience delayed webhook notifications until backlog processing resumes. No data loss has currently been identified. We will provide a further update once sustained processing and queue reduction have been restored.

Webhook processing has resumed and delayed notifications are being delivered. Engineering is continuing to investigate an intermittent issue that is causing backlog processing to pause and restart, with recovery efforts focused on maintaining stable processing until all queued notifications have been delivered.

Webhook processing remains active and delayed notifications continue to be delivered. Overall queue volumes have reduced by approximately 70%, including both the original backlog and newly generated webhook events. Engineering continues to investigate the intermittent behaviour causing backlog processing to pause and subsequently resume. Whilst recovery is progressing and queue volumes continue to reduce, processing rates have varied during the recovery period and investigation remains ongoing to identify the underlying cause and restore consistently stable processing. Underlying transactions continue to process normally and no data loss has currently been identified.

Webhook processing remains active and delayed notifications continue to be delivered. Overall queue volumes have reduced by approximately 85%, including both the original backlog and newly generated webhook events. Engineering continues to investigate the intermittent behaviour causing backlog processing to pause and subsequently resume. Whilst recovery is progressing and queue volumes continue to reduce, processing rates have varied during the recovery period and investigation remains ongoing to identify the underlying cause and restore consistently stable processing. Underlying transactions continue to process normally and no data loss has currently been identified.

The issue affecting webhook notification delivery has now been resolved. All queued webhook notifications, including the backlog accumulated during the incident, have been successfully processed and delivered. Throughout the recovery period, Engineering investigated intermittent processing behaviour that caused backlog processing to pause and subsequently resume. Recovery actions were completed successfully, processing stability was restored, and queue volumes returned to normal operating levels. Underlying transactions continued to process normally throughout the incident and no data loss has been identified. Recovery validation has been completed and the service is operating as expected.

# Overview Between the afternoon of Thursday 3 September 2026 and the evening of Friday 4 September 2026 \(UK time\), some customers experienced delays receiving webhook notifications from Currencycloud. During this window, a backlog built in the system responsible for delivering these notifications, which meant that notifications were sent later than expected. The underlying issue was identified, and a fix was deployed on Friday 4 September 2026 \(13:29 UTC\), and the resulting backlog was fully cleared by the evening of the same day. # Client Impact A subset of customers who receive webhook notifications experienced delays of up to approximately 24 hours during this window. Once the fix was deployed and the backlog cleared, the large majority of delayed notifications were delivered automatically with no need for any customer action. In a small number of cases, individual notifications did not resend automatically once the backlog cleared. The Engineering Team proactively identified these cases as part of the post-incident review and have been manually redelivering them. If you believe you are still missing a specific notification, please contact your Currencycloud representative or Support and we will investigate and resend it. No action is required from customers because of this incident. The underlying data and payment records referenced by any delayed or resent notifications were not affected. This incident affected only the timing of notification delivery, not the accuracy of the information contained in them. # Root Cause The delay was caused by a performance issue in the database supporting our notification delivery system, which caused it to run under sustained heavy load. This was triggered by an interaction between a recent internal software change and routine infrastructure maintenance activity, which together created conditions that had not previously occurred in combination. As load increased, the system fell behind in processing new notifications, and a backlog built faster than it could be cleared. Once the root cause was identified, we deployed a fix to resolve the underlying performance issue and took manual steps to clear residual load on the affected database so that the backlog could drain at its normal rate. We have since added additional monitoring to detect this specific class of issue earlier and are implementing further safeguards in our notification delivery pipeline to prevent a recurrence. ‌ ##### Currencycloud Confidential

We have identified an issue impacting payment processing. As a result, some payments may experience delays. Our teams are actively investigating the issue and working to restore normal service as quickly as possible. Further updates will be provided as more information becomes available.

The issue impacting payment processing was related to payment status updates only. All payments continued to be processed and executed as instructed. Due to an internal technical issue, we identified a delay in payment status updates being reflected within the platform. As a result, a subset of customers across multiple currencies and payment routes may have seen payments remain in an intermediate status for longer than expected, despite the payments being processed successfully. The issue was successfully resolved on 1 September 2026. All payment statuses have since been updated correctly, and no delays were experienced in the underlying processing or execution of payments. The service is operating normally. We apologise for any inconvenience caused.

## Overview  On 1 September 2026, customers may have experienced delays in payment status updates within the Currencycloud platform. During the incident, some payments remained in a submitted status for longer than expected, despite having already been successfully processed.  The issue was related to the display and progression of payment statuses within the platform rather than the execution of payments themselves.  The incident was resolved on 3 September 2026 following recovery of the affected payment statuses and completion of reconciliation and ledger validation activities.  ## Client Impact  A subset of customers may have observed payments remaining in an intermediate status within the Currencycloud platform for longer than expected.  While payment statuses were not updating correctly, payments continued to be processed and executed as instructed. Customers may therefore have seen an inaccurate status displayed despite the underlying payment having been successfully processed.  Following recovery activities, all affected payment statuses were updated and reconciled. No action was required from customers.  ## Root Cause  The incident was caused by a technical dependency issue introduced during a routine platform configuration change. Under specific circumstances, a service responsible for processing payment status updates was unable to successfully retrieve information required to complete payment status progression.  As a result, a subset of payments remained in a submitted status despite having already been processed. The issue affected payment status updates only and did not prevent the successful execution of customer payments.  Once identified, the affected payments were recovered and progressed to their correct status. Additional configuration changes were implemented to ensure service communications follow the intended routing path, and further review actions have been established to strengthen validation, monitoring, and dependency management processes.  The service is operating normally, and preventative improvements are being tracked through follow-up actions to reduce the risk of similar issues occurring in the future.  Currencycloud Confidential

We are investigating an issue affecting beneficiary details within Direct. As a result, some customers may be unable to view existing beneficiary information and may receive an error message when attempting to access beneficiary details. Our teams are actively investigating and working to restore normal service. We will provide further updates as more information becomes available.

We have implemented recovery actions and service functionality has been restored. Customers should once again be able to view beneficiary details and access records that were previously returning errors. We are continuing to monitor the service to ensure stability while our teams complete their investigation into the underlying cause. We will provide a further update once issue is fully resolved.

The issue affecting the ability to view beneficiary information has now been resolved. Beneficiary details are loading normally and service stability has been confirmed through monitoring. We apologize for the inconvenience caused and appreciate your patience while teams investigated and restored the service.

## **Overview**  On 1 September 2026, customers using Direct experienced an issue where beneficiary details were not displayed correctly. Affected users may have been unable to view existing beneficiary information and could receive a "beneficiary not found" error when attempting to access beneficiary records.  The issue affected beneficiary retrieval functionality within Direct and was caused by a service communication problem following a routine platform change.  The incident was identified and service was restored on 1 September 2026.  ## **Client Impact**  A subset of customers experienced difficulties viewing beneficiary details within Direct during the incident period.  As a result, some users may have been unable to access beneficiary information or may have encountered error messages when attempting to retrieve beneficiary records.  Payment processing services remained available, although some related payment activities may have experienced delays while beneficiary information was unavailable.  ## **Root Cause**  The incident resulted from a service configuration dependency that was exposed during a routine platform change. A beneficiary information service continued to reference a legacy service endpoint that was unavailable following the platform update, causing beneficiary retrieval requests to fail.  The issue was identified and resolved by updating the service configuration to use the intended platform routing mechanism. Following restoration of service, additional reviews were undertaken to identify similar dependencies and strengthen configuration governance and validation controls.  Currencycloud Confidential

We are investigating an issue affecting payments processed through one of our banking partners. As a result, some customers may experience payment failures or delays in processing. Our teams are actively investigating and working with the provider to determine the cause and restore normal service as quickly as possible. We will provide further updates as more information becomes available.

The issue affecting payment processing has been resolved and normal service has been restored. During the incident, some customers experienced CAD payment failures. While services are now operating normally, a subset of CAD payments with a value date of 31 August 2026 did not complete successfully and were returned as failed. Customers with affected payments may need to resubmit those transactions. We apologise for the inconvenience caused and thank our customers for their patience while we worked to restore service.

## **Overview**  On 31 August 2026 and 1 September 2026, some customers experienced payment failures and processing delays affecting payments routed through one of our banking partners.  The issue was caused by a disruption within our liquidity funding process, which resulted in a temporary funding shortfall and prevented certain payments from being processed as expected. Corrective actions were implemented to restore normal processing, and affected payments were reviewed and addressed by our operational teams.  Corrective actions were implemented to restore normal payment processing, and the incident was resolved on 1 September 2026 following confirmation that funding balances had been corrected and payment operations had returned to normal service  ## **Client Impact**  A subset of customers experienced payment failures or delays during the incident period.  The impact was limited to payment processing, and affected transactions were identified and reviewed by our teams. No customer funds were lost as a result of this incident, and normal payment processing was restored following corrective action.  No action was required from customers  ## **Root Cause**  The incident resulted from an operational process failure within liquidity funding activities, which led to funds not being available in the intended location for payment processing and created a temporary liquidity shortfall.  The issue was identified through investigation and subsequently corrected. We have since introduced enhanced validation, oversight and approval controls to strengthen the process and reduce the likelihood of similar incidents occurring in the future.  Currencycloud Confidential

We are currently investigating an issue affecting the processing of some payments. Customers may experience delays in the processing of SEK, NOK and DKK payments while our engineers work to restore normal service. Other payment routes are operating as expected. Our teams have identified the issue and are implementing a fix. We are monitoring the situation closely and will provide further updates as they become available.

We have identified the cause of an issue affecting the processing of some payments and are currently implementing a fix. Customers may experience delays to some SEK, NOK and DKK payments submitted since 08:51 BST. Delayed payments are expected to be processed on the next available processing day. Other payment routes continue to operate as expected. Our engineering teams are completing the production rollout of the fix, restarting processing services, and validating recovery of the affected payment backlog. We continue to monitor the situation closely and will provide further updates as progress is confirmed.

We have implemented a fix for the issue that affected the processing of SEK, NOK and DKK payments. The fix has resulted in the successful processing of the majority of previously impacted payments, which have now been processed with today's value date. A smaller subset of affected payments may still be delayed until the next available processing day. Our teams are continuing to review and validate. Further updates will be provided as they become available.

We have implemented a fix for the issue affecting the processing of some SEK, NOK and DKK payments. The fix has been successfully deployed and processing has now resumed. All affected payments have been processed in line with their instructed value dates, and no further customer impact is expected. Our teams have completed validation activities and continue to monitor the service to ensure ongoing stability.

# **Overview**  On 25 August 2026, we experienced an issue that affected the processing of some SEK, NOK and DKK payments. The issue was identified and mitigated the same day, with full service stability confirmed following additional monitoring. The incident remained under observation until it was fully resolved on 26 August 2026.  # **Client Impact**  A limited number of SEK, NOK and DKK payments experienced a one day delay, while the vast majority of payments were processed on the intended value date after service was restored. No customer action was required.  # **Root Cause**  A payment processing service encountered an unexpected condition that prevented new payment submissions from being processed for a short period of time.   Our teams restored normal processing, implemented a fix for the underlying issue, and enhanced monitoring to help detect and address similar issues more quickly in the future.    ##### Currencycloud Confidential

We are currently investigating a delay affecting a number of SEK payments being processed via our banking partners. As a result, some payments may take longer than expected to complete. Our teams are actively engaged with the partners to resolve the issue and restore normal processing as quickly as possible. We will provide further updates as more information becomes available. We apologise for any inconvenience caused.

The issue affecting a number of SEK payments has been corrected and payment processing has resumed. We are continuing to monitor the service to ensure all delayed payments are processed successfully and that normal operations are maintained. We apologise for any inconvenience caused.

The issue affecting a number of SEK payments has been fully resolved. All delayed payments have now been processed successfully, and payment processing is operating as expected. Our teams have continued to monitor the service following the correction and have confirmed normal processing has been restored. We apologise for any inconvenience caused and thank you for your patience while we worked to resolve the issue.

**Delays to SEK Local Payments** **Overview** On 11 August 2026, we identified an issue that delayed the processing of some SEK and NOK payments, causing a subset of payments to remain pending for longer than expected. The issue affected payment processing timelines only; no customer action was required, there was no impact to customer data, and following restoration of service, impacted payments progressed through normal processing. Our teams investigated the issue and implemented a fix on 12 August 2026. Payment processing subsequently resumed, the affected backlog began clearing, and following a period of monitoring, the incident was resolved on 13 August 2026. **Root Cause** The incident was caused by the introduction of a transaction record type that was not being handled by part of our payment processing service. This prevented certain account activity updates from being processed as expected, which in turn delayed the release of associated payments. To restore service, our engineering teams updated the affected service to correctly process these records and resumed normal payment handling. Following the update, the delayed account activity updates were processed and payment processing returned to normal. To help reduce the risk of similar incidents in the future, we have enhanced the service’s handling of transaction information and implemented additional safeguards to improve resilience when new transaction record types are introduced. _Currencycloud Confidential_

We are currently investigating an issue affecting local EUR payment services through our banking partners. As a result, some payments may experience delays while we work to restore normal service. Our teams are actively engaged with the provider and are taking steps to minimise customer impact. Customer funds remain secure, and we will provide further updates as more information becomes available.

We have identified an issue affecting local EUR payment services through our banking partners. As a result, some EUR payments may experience delays, and the creation of new EUR virtual accounts may be temporarily unavailable. Our banking partner has identified the underlying cause and is actively implementing a fix. We are working closely with them and continue to monitor progress while taking steps to minimise customer impact. Customer funds remain secure, and we will provide further updates as more information becomes available

The issue affecting local EUR payment services through our banking partners has been resolved and services have been restored. Payment processing and virtual account services are operating normally once again. Our teams are completing recovery activities for a small number of transactions impacted during the outage and are monitoring the service closely to ensure a full return to normal operations. Customer funds remain secure. We will continue to monitor the service and provide a further update once all recovery activities have been completed.

The issue affecting EUR payment services through one of our banking partners has been fully resolved. Services were restored on the day the issue was identified, and all payment processing functionality has been operating as expected since resolution. Following service restoration, all impacted transactions were reviewed and remediated. Any remaining delayed items have now been addressed, and normal processing has resumed. We apologise for any inconvenience caused and appreciate your patience while we worked with our banking partner to resolve the issue.

# Overview On 21 July 2026, an outage affecting a network partner's API services disrupted the processing of some EUR payment instructions and related services. Currencycloud teams worked closely with the partner to minimise customer impact, temporarily paused payment submissions, and subsequently completed remediation activities once service was restored. # Customer Impact A number of EUR payments experienced delays while connectivity to the network partner was unavailable. Most affected payments were successfully processed following service restoration and remediation activities. Some collection sweeps were credited on the next business day, resulting in temporary processing delays but no loss of customer funds. # Root Cause The incident was caused by a technical failure within a network partner's API platform, which prevented payment requests and related messages from being processed successfully. As a result, Currencycloud systems were unable to exchange payment information with the partner until the issue was resolved by the provider. Currencycloud's infrastructure and security controls were confirmed to be operating as expected during the incident. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting internal access systems used by operational teams. Whilst payment processing services remain available, some manually processed activities, including funds allocation, sender verification and investigation-related requests, may experience delays. Our teams are actively working to restore full service and we will continue to provide updates as available.

The issue has been identified and resolved, and services are operating normally. Our teams have validated recovery and continue to monitor the environment to ensure ongoing stability. At this time, we do not expect any impact or delays. Thank you for your patience while we investigated and resolved the issue.

# Overview On 20 July 2026, we experienced an internal systems issue that affected access to certain operational tools. The issue was identified and resolved by our teams and service providers, with service subsequently restored # Customer Impact There was no material impact to customer-facing payment services. Following review, no critical customer processes or services were missed during the incident. # Root Cause The issue originated within an internal technology service used to support operational access. Corrective actions were implemented and service was restored. ‌ ##### Currencycloud Confidential

We are investigating an issue affecting our SEK network partners which may result in delays to local SEK payment processing. Our teams are working with the network partner to restore normal service as quickly as possible. We will provide a further update as soon as more information becomes available.

We have identified the cause of the issue affecting local SEK payment processing and have implemented a fix to prevent further delays. Some previously impacted SEK payments may remain delayed while affected funding is being recovered and payments are released for processing. We are monitoring recovery with our network partner and will provide a further update once payment processing has returned to normal.

The issue affecting a subset of local SEK, NOK and DKK payments has now been resolved, and payment processing has returned to normal. A small number of payments experienced delays of up to one business day while our teams worked with a network partner to address the issue. All impacted payments have now been processed or are progressing as expected. We apologise for any inconvenience caused and thank you for your patience.

# Overview On July 9, 2026, we identified an issue affecting payment processing through a local banking network partner. The issue resulted in delays to a subset of SEK payments and, during recovery, a smaller number of DKK and NOK payments were also impacted. A corrective change was deployed on July 10, 2026 to prevent further occurrences. All affected payments were successfully processed by July 14, 2026. # Customer Impact A subset of customers experienced delays to payment processing. Affected payments remained pending while funding transfers were recovered and processing resumed. All impacted payments were ultimately processed successfully. # Root Cause A change to payment message generation altered the account information format used for certain funding transfers. As a result, some funding transfers were not automatically credited by the network partner, preventing associated payments from progressing as expected. The change was corrected and additional recovery actions were completed to process the affected payments. Currencycloud Confidential

We are aware of a small number of continued reports relating to Bulk Upload payment processing following the implementation of our initial fix. While the majority of Bulk Upload requests are processing successfully, we are investigating whether a subset of requests may still be affected under certain conditions. Our engineering teams are actively reviewing the recent reports and monitoring platform performance to determine whether any further corrective action is required. We apologise for the continued disruption and will provide further updates as soon as additional information becomes available.

A fix has been implemented and we are monitoring the results.

A fix has been implemented and Bulk Upload payment processing is operating normally. We have seen no further reports of the issue since the remediation was applied and are continuing to monitor the service closely. We apologise for the disruption caused and thank you for your patience while we investigated and resolved the issue.

## Overview On July 2, 2026, we identified an issue affecting Bulk Upload payment processing. A subset of uploads did not result in the expected creation of payment entries and allocations. Following investigation and corrective actions, Bulk Upload processing returned to normal and the incident was resolved on July 7, 2026. ## Client Impact A subset of customers using Bulk Upload functionality may have experienced uploads that did not result in the expected payment creation. Following restoration of service, customers who experienced issues may wish to verify that all intended payment instructions were successfully submitted and processed. ## Root Cause A platform change affected the availability of payment validation data held in cache. In certain circumstances, this validation data was not available when Bulk Upload requests were processed. As a result, some uploads were unable to complete validation as expected, preventing the creation of the associated payment entries and allocations. Changes were subsequently implemented to improve validation of cache refresh and distribution across platform instances. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting payment validation services. Some customers may experience errors when validating payments via the platform or API. Our engineering teams have identified the issue and are actively working to restore normal service as quickly as possible. We apologise for any inconvenience this may cause and will provide further updates as more information becomes available.

The issue has been mitigated and is being monitored.

The issue affecting payment validation services has now been resolved. Our teams implemented a fix and monitored the service to confirm stability, with no further issues observed. We apologise for any inconvenience caused and thank you for your patience.

## Overview On 3 July 2026, we identified an issue affecting payment validation services in the production environment. Some clients experienced errors when validating payments via the platform and API. The issue was mitigated through cache reloads and service recovery actions, with a permanent fix subsequently implemented and deployed. Service was restored and monitored until stability was confirmed. ## Client Impact During the incident, some clients may have experienced: * Errors when validating payments * Intermittent failures during payment creation and validation workflows * Issues processing certain bulk payment uploads The impact was limited and intermittent. No data integrity issues were identified, and no client action was required. ## Root Cause The issue was caused by a missing payment validation cache entry required by the Payments Engine. Under certain conditions, the cache was not correctly repopulated following service events, causing validation requests to fail. A related service change contributed to the cache inconsistency. Mitigations were applied to restore the cache, and permanent fixes were implemented to improve cache management and prevent recurrence. ‌ ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting payment validation services. Some customers may experience errors when validating payments via the platform or API. Our engineering teams have identified the issue and are actively working to restore normal service as quickly as possible. We apologise for any inconvenience this may cause and will provide further updates as more information becomes available.

We have implemented a fix for the issue affecting payment validation services, and service has been restored. Customers should now be able to validate payments normally via the platform and API. Our engineering teams are continuing a root cause investigation and are working on permanent improvements to prevent this issue from recurring. We apologise for any inconvenience caused.

## Overview On 3 July 2026, we identified an issue affecting payment validation services in the production environment. Some clients experienced errors when validating payments via the platform and API. The issue was mitigated through cache reloads and service recovery actions, with a permanent fix subsequently implemented and deployed. Service was restored and monitored until stability was confirmed. ## Client Impact During the incident, some clients may have experienced: * Errors when validating payments * Intermittent failures during payment creation and validation workflows * Issues processing certain bulk payment uploads The impact was limited and intermittent. No data integrity issues were identified, and no client action was required. ## Root Cause The issue was caused by a missing payment validation cache entry required by the Payments Engine. Under certain conditions, the cache was not correctly repopulated following service events, causing validation requests to fail. A related service change contributed to the cache inconsistency. Mitigations were applied to restore the cache, and permanent fixes were implemented to improve cache management and prevent recurrence. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting Bulk Upload payment processing. Some users may experience uploaded files successfully validating or completing processing, but the associated payments may not be created as expected. Our engineering teams are actively working to identify the cause and restore normal service. We apologise for any inconvenience and will provide further updates as more information becomes available.

We are continuing to investigate this issue.

The issue affecting Bulk Upload payment processing has now been resolved. We apologise for the inconvenience caused and appreciate your patience while our teams investigated and restored the service.

## Overview On July 2, 2026, we identified an issue affecting Bulk Upload payment processing. A subset of uploads did not result in the expected creation of payment entries and allocations. Following investigation and corrective actions, Bulk Upload processing returned to normal and the incident was resolved on July 7, 2026. ## Client Impact A subset of customers using Bulk Upload functionality may have experienced uploads that did not result in the expected payment creation. Following restoration of service, customers who experienced issues may wish to verify that all intended payment instructions were successfully submitted and processed. ## Root Cause A platform change affected the availability of payment validation data held in cache. In certain circumstances, this validation data was not available when Bulk Upload requests were processed. As a result, some uploads were unable to complete validation as expected, preventing the creation of the associated payment entries and allocations. Changes were subsequently implemented to improve validation of cache refresh and distribution across platform instances. ‌ ##### Currencycloud Confidential