INC219290 - Outgoing and Incoming wires not processing

Update timeline

1. identified Apr 02, 2026, 02:26 PM UTC

   Central 1 is experiencing a gateway issue that has stopped processing all incoming and outgoing wires traffic. Central 1’s 3rd-party supplier is working with IBM to resolve the gateway incident. An update will be provided by 8:30 a.m. PT (11:30 a.m. ET) Central 1 - [email protected] - 1.888.889.7878, press 1

2. identified Apr 02, 2026, 03:32 PM UTC

   Central 1 continues to experience a service disruption impacting incoming and outgoing wire processing. The issue began at approximately 6:00 a.m. PT (9:00 a.m. ET) and is affecting all wires initiated after this time. We are completing a manual workaround to release pending wires as we wait for our third-party provider to resolve their gateway-related issue with IBM. Work is underway to restore MQ services and resume normal processing. Wire creation in PaymentStream Direct remains available; however, transmission and processing are currently delayed. Our teams remain fully engaged, and we will provide the next update within 30 minutes. Central 1 - [email protected] - 1.888.889.7878, press 1

3. resolved Apr 02, 2026, 04:06 PM UTC

   The issue impacting incoming and outgoing wire processing has now been resolved. Service was restored, and wire processing resumed at approximately 8:50 a.m. PT (11:50 a.m. ET). During the incident, wires initiated after 6:00 a.m. PT experienced delays due to a third-party gateway issue. All services are now operating normally, and any remaining queued wires are being processed. We apologize for the disruption and appreciate your patience. If you continue to experience any issues, please contact our support team. Central 1 - [email protected] - 1.888.889.7878, press 1

4. postmortem Apr 21, 2026, 01:15 PM UTC

   **INC219290 Postmortem: Wire Transfer Service Disruption** On April 2, 2026, between 5:25 a.m. PT and 10:21 a.m. PT \(8:25 a.m. to 1:21 p.m. ET\), Central 1 experienced a service disruption impacting incoming and outgoing wire transfers. During this time, wire creation through PaymentStream Direct remained available; however, transmission, processing, and transaction inquiry functions were unavailable or significantly delayed due to an issue within a third-party service provider. The disruption was caused by failures within Fiserv’s Enterprise Payments Platform \(EPP\), which supports wire processing and regulatory screening. As a result, wires could not be transmitted or processed, leading to delays in time-sensitive payments and increased client escalations. Service was fully restored after the vendor applied corrective actions, and normal processing resumed. **Point of Failure:** The incident originated within Fiserv’s infrastructure across multiple layers. An automated process within Fiserv’s environment incorrectly modified hostname configurations on IBM MQ gateway servers, preventing MQ services from starting and halting wire message processing. In parallel, the required database configuration settings were not consistently applied in the older environment, leading to degraded performance, timeouts, and instability in the Enterprise Payments Platform. Together, these issues led to a complete interruption of wire processing services. **Corrective Actions** Fiserv implemented emergency changes to restore MQ services and correct database configuration settings, stabilizing the platform and resuming normal wire processing. As part of their follow-up actions, Fiserv is standardizing database configurations across all environments, reinforcing installation and configuration practices with their teams, and introducing validation controls to ensure required settings are consistently applied. At Central 1, we are enhancing monitoring to improve early detection of third-party processing failures and reviewing our vendor support and escalation processes to ensure faster resolution. We are also assessing our internal incident handling procedures to strengthen coordination and response effectiveness during third-party outages. * PTASK0010523 - FISERV Incident and Root Cause Report – COMPLETED * PTASK0010524 - Improved Wires Monitoring - COMPLETED * PTASK0010526 – Assess Document C1 Incident Handling Procedures – Due end of April 2026 * PTASK0010525 - C1 Vendor support Process Review - Due end of Q2 2026 We sincerely apologize for the disruption and the impact this incident had on your operations, particularly for time-sensitive wire transactions, and we appreciate your patience while services were restored.