Resolved - INC216305 - Network Technical Issue

Update timeline

1. investigating Feb 03, 2026, 08:30 AM UTC

   Central 1 is currently experiencing a technical issue that is causing service degradation across multiple applications, including PaymentStream Direct, e-Transfers, MemberDirect, Forge, and Originations. An update will be posted by 1:30 a.m. PT (4:30 a.m. ET). Central 1 - [email protected] - 1.888.889.7878

2. resolved Feb 03, 2026, 08:56 AM UTC

   All application access and services have been restored. Central 1 - [email protected] - 1.888.889.7878

3. postmortem Mar 30, 2026, 09:54 PM UTC

   Following investigation of PRB011671, Central 1 determined that a full service outage did not occur during the reported incident window. At approximately 11:30 PM PT on February 2, network connectivity on a data centre router entered a bad state during scheduled maintenance performed by our vendor. Although the affected router was not handling traffic between 11:30 p.m. to 12:25 a.m. PT \(February 3\), traffic automatically continued to flow through the secondary router as part of the active-active configuration, allowing core payment services such as PaymentStream Direct, e-Transfers, and Bill Payments to remain available. During the event, monitoring alerts incorrectly indicated broader service disruption, which led Central 1 to communicate potential degradation across multiple applications including PaymentStream Direct, e-Transfers, MemberDirect, Forge, and Originations. Post-incident review confirmed that payment services remained operational, with the only verified impact being an estimated ~30% degradation in availability for Forge/MemberDirect during the investigation window.