INC220280 - Incoming/outgoing wires not processing

Update timeline

1. investigating Apr 20, 2026, 12:15 PM UTC

   Central 1 is currently unable to send or receive CAD, USD, or FX wires. Wires can still be created and reviewed in PS-Wires. Central 1’s technical resources are actively working to restore full service. We will provide an update by 5:45 a.m. PT (8:45 a.m. ET). Central 1 – [email protected] - 1.888.889.7878, press 1

2. investigating Apr 20, 2026, 01:00 PM UTC

   Central 1 continues to experience a technical issue preventing incoming and outgoing wires from being processed. Wires can be created and approved in PS-Wires. We have engaged our technical teams along with our 3rd party providers, Fiserv and IBM An update will be provided by 6:45 a.m. PT (9:45 a.m. ET) or sooner if the incident is resolved. Central 1 – [email protected] - 1.888.889.7878, press 1

3. identified Apr 20, 2026, 02:00 PM UTC

   Central 1 continues to experience a technical issue preventing the processing of incoming and outgoing wires. Wires can be created and approved in PS-Wires. The technical issue has been identified, and we are waiting for our vendor to implement a fix to their system. The fix will be applied by 7:30 a.m. PT (10:30 a.m. ET). As soon as the wires are processed, we will send a confirmation via this channel. Central 1 – [email protected] - 1.888.889.7878, press 1

4. identified Apr 20, 2026, 02:32 PM UTC

   Our vendor addressed their technical issue at 7:02 am PT (10 am ET), and after a server restart, service has recovered at 7:04 am PT (10:04 am ET). Inbound and Outbound wires are now processing. Wires in pending status could take an additional 30 minutes to process. We continue to monitor the system and will send an update on system performance within the next hour. Central 1 – [email protected] - 1.888.889.7878, press 1

5. resolved Apr 20, 2026, 02:49 PM UTC

   After further monitoring of the wire system, we can confirm that both incoming and outgoing wires are now processing. Central 1 – [email protected] - 1.888.889.7878, press 1

6. postmortem Aug 20, 2026, 05:17 PM UTC

   Postmortem: INC220280 - Wire Transfer Service Disruption On April 20, between 1:42 a.m. and 7:02 a.m. PT \(4:42 a.m. and 10:02 a.m. ET\), Central 1 experienced a service disruption impacting incoming and outgoing wire transfers. During this time, wire creation through PaymentStream Direct remained available; however, processing, transmission and transaction inquiry functions were unavailable due to an issue with a third-party service provider. The disruption was caused by failures within Fiserv's Enterprise Payments Platform \(EPP\), which supports wire processing. 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. To restore the wires service, Fiserv reverted an automated change and restarted the impacted servers. 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, required database configuration settings were not consistently applied in the legacy environment, resulting in degraded performance, timeouts, and instability within the Enterprise Payments Platform. Together, these issues caused a complete interruption of wire processing services. Corrective Actions: Fiserv will reduce the likelihood of recurrence by enhancing validation and testing procedures for configuration changes to ensure all dependencies, such as server name formatting, are identified and addressed prior to deployment. Additional monitoring will also be implemented to detect and alert on wire processing delays or missing acknowledgments in real time. At Central 1, we are enhancing monitoring to improve early detection of third-party processing failures and reviewing vendor support and escalation processes to enable faster resolution. We are also assessing our internal incident handling procedures to strengthen coordination and response effectiveness during third-party outages. * Implemented an automated 4:00 a.m. PT \(7:00 a.m. ET\) end-to-end outgoing wire smoke test for early incident detection * Assessed Central 1 Incident Handling Procedures across all teams * Completed Dynatrace knowledge transfer and documented key troubleshooting guidance and operational procedures for Computer Operators We sincerely apologize for the disruption and the impact this incident had on your operations, particularly for time-sensitive wire transactions. We appreciate your patience while services were restored.