Central 1 Outage History

Started Jul 03, 2026, 06:32 PM UTC· resolved Jul 03, 2026, 06:57 PM UTC

1. identified Jul 03, 2026, 06:32 PM UTC

   Central 1 has been advised that the EDI Bill Payment files from BNS, dated June 26 and June 29, have not been processed. Central 1 is actively working with BNS to have the missing files resent and processed as quickly as possible. We will provide our next update at 2:00 p.m. PT (5:00 p.m. ET). Central 1 - [email protected] - 1.888.889.7878, press 1

2. resolved Jul 03, 2026, 06:57 PM UTC

   Central 1 has successfully received the previously missing EDI Bill Payment files dated June 26 and June 29. Processing of these files is scheduled for this evening's bill payment processing cycle. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Jun 30, 2026, 08:43 PM UTC· resolved Jun 30, 2026, 09:00 PM UTC

1. investigating Jun 30, 2026, 08:43 PM UTC

   We are currently investigating an issue affecting some users on iOS devices where saved login information is not being retained as expected on the v18.1 Forge App. Some members reported that the issue was resolved after upgrading their device to iOS 26.5 operating system. While we have not yet confirmed this as a universal solution, members experiencing this issue may wish to ensure their device is running the latest available version of iOS. Members can continue to access the service by manually entering their card number and password if their saved login is unavailable. Our team is actively investigating the issue and working to determine the root cause. Additional updates will be provided as more information becomes available. We apologize for any inconvenience and appreciate your patience while we work toward a resolution. Central 1 - [email protected] - [email protected] - 1.888.889.7878

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Started Jun 29, 2026, 03:06 PM UTC· resolved Jun 30, 2026, 02:08 PM UTC

1. identified Jun 29, 2026, 03:06 PM UTC

   Credit unions have confirmed that the cash ordering domination drop-down remains blank even after using a fresh browser when placing an order. If your order is urgent, please use the ServiceNow cash ordering form. Our supplier is investigating, and we will have an update by 10 a.m. PT\1 p.m. ET. Central 1 - [email protected] - 1.888.889.7878, press

2. identified Jun 29, 2026, 05:07 PM UTC

   Organizations continue to experience issues with cash ordering. The drop-down menu remains blank, even when using a fresh browser during order placement. If your order is urgent, please submit it using the ServiceNow cash ordering form. Our supplier is currently investigating the issue, and we will provide an update by 1:00 p.m. PT \4:00 p.m. ET. Central 1 - [email protected] - 1.888.889.7878, press

3. monitoring Jun 29, 2026, 07:53 PM UTC

   RBC has implemented a fix for the cash ordering denomination drop-down issue. Some users have reported success in selecting denominations after closing all browser sessions and opening a new browser before placing their order. However, other users continue to experience issues with the application. If your order is urgent, please submit it using the ServiceNow Cash Ordering Form. We will provide our next update by 7:00 a.m. PT / 10:00 a.m. ET tomorrow. Central 1 - [email protected] - 1.888.889.7878, press

4. resolved Jun 30, 2026, 02:08 PM UTC

   RBC and additional testing with several credit unions have confirmed that the denomination drop-down menu is now displaying currencies correctly. If your credit union continues to experience issues with the cash ordering system, please have affected users clear their browser history, then try again. Should the issue persist, please contact Central 1 Support for further assistance. Central 1 - [email protected] - 1.888.889.7878, press

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Started Jun 25, 2026, 07:12 PM UTC· resolved Jun 25, 2026, 07:12 PM UTC

1. resolved Jun 25, 2026, 07:12 PM UTC

   PPJV (the service provider for most credit unions in Alberta, Saskatchewan, and Manitoba) experienced internal AFT system issues and was unable to send Central 1 AFT files since the second exchange yesterday (June 24, 2026). Central 1 has now received all the missing AFT files, and they will be processed in the next exchange at 3 p.m. PT (6.p.m. ET). Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Jun 25, 2026, 06:36 PM UTC· resolved Jun 26, 2026, 03:36 PM UTC

1. monitoring Jun 25, 2026, 06:36 PM UTC

   Central 1 has been advised that Manitoba Hydro experienced internal technical issues which have resulted a delay in applying bill payments made on June 9, 12, 13, 14 and 15. The issue is expected to be resolved today and the payments will be applied to the clients' accounts tomorrow. Customers can reach out to Manitoba Hydro's Customer Engagement Center at 204-480-5900. Central 1 is actively working with the biller and will provide another update once we have confirmation all bill payments have been posted. If you have any questions regarding this matter, please contact the Central 1 Bill Payment Operations team at [email protected].

2. resolved Jun 26, 2026, 03:36 PM UTC

   Manitoba Hydro has confirmed all delayed payments have now been applied effective the original payment date. If you have any questions regarding this matter, please contact the Central 1 Bill Payment Operations team at [email protected].

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Started Jun 24, 2026, 01:17 PM UTC· resolved Jun 24, 2026, 01:36 PM UTC

1. identified Jun 24, 2026, 01:17 PM UTC

   Central 1 is aware that the AIBC0624 file is currently unavailable on the FTP server. This issue does not impact Ontario credit unions, as the AIOC report remains available. Our technical support team is actively investigating. In the meantime, the same information can be accessed via the CDJ report within the DAIL file. We will provide an update by 10:00 a.m. PT (1:00 p.m. ET). Central 1 - [email protected] - 1.888.889.7878, press 1

2. resolved Jun 24, 2026, 01:36 PM UTC

   The AIBC0624 file is now available in your organization's FTP folder. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Jun 18, 2026, 06:51 PM UTC· resolved Jun 18, 2026, 06:51 PM UTC

1. resolved Jun 18, 2026, 06:51 PM UTC

   Central 1 would like to advise that Telus is currently experiencing delays in processing bill payment trace requests. The impacted billers are: Telus Communications, Telus Mobility Inc, Telus Quebec and Telus Services Inc. At this time, the Central 1 Bill Payment tracing team will not be submitting 2nd and 3rd requests for any Telus traces as per their request. Telus expects to have the backlog cleared by mid-July. We appreciate your understanding and cooperation. If you have any urgent concerns, please feel free to contact the bill payment tracing department at [email protected].

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Started Jun 17, 2026, 04:20 PM UTC· resolved Jun 17, 2026, 07:34 PM UTC

1. investigating Jun 17, 2026, 04:20 PM UTC

   Some clients may be missing their Unqualified clearing items for June 16. We are actively investigating the matter. We will provide the next update by 11 am PT (2 pm ET) with the latest information. Central 1 – [email protected] – 1.888.889.7878 (press 1)

2. investigating Jun 17, 2026, 06:13 PM UTC

   We are continuing to investigate this issue. An update will be provided by 12 pm PT (3 pm ET). Central 1 – [email protected] – 1.888.889.7878 (press 1)

3. identified Jun 17, 2026, 07:08 PM UTC

   We have identified the issue causing the delay in delivery of the June 16 Unqualified items. We are working towards getting the items moved over to FTP directories as soon as possible. Another update will be provided by 1:30 pm PT (4:30 pm ET). Central 1 – [email protected] – 1.888.889.7878 (press 1)

4. resolved Jun 17, 2026, 07:34 PM UTC

   The Unqualified clearing items for June 16 are now available on the FTP server.

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Started Jun 05, 2026, 05:18 PM UTC· resolved Jun 16, 2026, 10:30 PM UTC

1. investigating Jun 05, 2026, 05:18 PM UTC

   We are currently investigating an issue affecting International Funds Transfers. Since Monday evening, transfer attempts have been failing. In impacted cases, funds are being debited from customer accounts but the corresponding wire transfers are not being created. Debited funds will be returned through the standard payments return process. Our teams are actively working to identify the root cause and restore normal service. We will provide further updates as more information becomes available. [email protected] - 1.888.889.7878 (option 2)

2. investigating Jun 10, 2026, 10:17 PM UTC

   We continue to investigate the issue affecting International Transfers in Forge. To prevent further customer impact, Agility has disabled the production connection, ensuring that no additional payments are processed and require reversal. Customers attempting to access the feature will see a service unavailable message. Investigation efforts are ongoing in UAT and Development environments as teams work to identify the root cause and implement a resolution. We will provide further updates as more information becomes available. [email protected] - 1.888.889.7878 (option 2)

3. investigating Jun 15, 2026, 05:57 PM UTC

   All impacted payments have now been returned to members through the standard payments return process. We have made significant progress in our investigation and have successfully validated a fix in our test environments. The issue was related to a recent system update that caused a compatibility problem, resulting in transfers not being completed as expected. A change has been prepared to address this issue and is tentatively scheduled for tomorrow morning. Once the change is complete, Agility will re-enable the production connection to restore service. We will continue to provide updates as we move toward resolution. [email protected] - 1.888.889.7878 (option 2)

4. resolved Jun 16, 2026, 10:30 PM UTC

   Service for International Transfers in Forge has been restored and is now operating normally. The fix was successfully deployed, and Agility has re-enabled the production connection. All previously impacted payments were returned to members, and new transfers are now processing as expected. We will continue to monitor the service to ensure stability. Thank you for your patience. [email protected] - 1.888.889.7878 (option 2)

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Started Jun 03, 2026, 08:56 PM UTC· resolved Jun 03, 2026, 10:27 PM UTC

1. monitoring Jun 03, 2026, 08:56 PM UTC

   Due to a technical issue at the Bank of Montreal (BMO), EDI bill payments for May 29, to billers using BMO as their lead bank, were delayed. All payments, except for those for BC Hydro and Capital One Mastercard, were processed by BMO on June 2. Please note that EDI billers honour the original payment date when applying payments so there will be no impact to customer accounts. Payments for BC Hydro and Capital One Mastercard are still being investigated. We are following up with BMO and will provide an update as soon as possible. If you have any questions regarding this matter, please contact the Central 1 Bill Payment Operations team at [email protected].

2. resolved Jun 03, 2026, 10:27 PM UTC

   Central 1 has resolved the issue with BMO. Payments for BC Hydro and Capital One Mastercard were processed today, June 3. All payments have been posted to the applicable biller accounts effective the original payment date. If you have any questions regarding this matter, please contact the Central 1 Bill Payment Operations team at [email protected].

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Started Jun 01, 2026, 03:35 PM UTC· resolved Jun 01, 2026, 06:29 PM UTC

1. monitoring Jun 01, 2026, 03:35 PM UTC

   Central 1 we observed a delay for incoming and outgoing wires moving in our system between 7:25 to 8:07 a.m. PT (10:25 to 11:07 a.m. ET). All wires submitted prior to 7:25 a.m. PT (10:25 am, ET) have processed as expected. Wires have resumed and Central 1 is working with our provider to ensure wires impacted during the outage are released. An update will be provided by 9:30 a.m. PT (12:30 p.m. ET). Central 1 - [email protected] - 1.888.889.7878, press 1

2. monitoring Jun 01, 2026, 04:35 PM UTC

   Wires have been processing with minimal delay since 8:07 a.m. PT (11:07 a.m. ET) and all pending wires have been processed. Central 1 is continuing to work with our provider to monitor to ensure wires stability. An update will be provided by 12:00 p.m. PT (3:00 p.m. ET). Central 1 - [email protected] - 1.888.889.7878, press 1

3. resolved Jun 01, 2026, 06:29 PM UTC

   Wire processing has remained stable since 8:07 a.m. PT (11:07 a.m. ET), and all pending wires have been successfully processed. Central 1 has not observed any further delays and will continue to monitor closely with our provider to ensure ongoing stability. At this time, the incident is considered resolved. If you continue to experience any issues, please contact our Support team. Central 1 - [email protected] - 1.888.889.7878, press 1

4. postmortem Jun 05, 2026, 05:10 PM UTC

   **Postmortem: INC222639 – Outgoing and Incoming Wire Transfers Delayed** On June 1, 2026, between 7:25 and 10:55 a.m. PT \(10:25 and 1:55 a.m. ET\), a Central 1 third-party tool used for wire reviews intermittently displayed an error to Central 1 users. Despite the error messages, wire transfers continued to process in the background. Some transactions had to be manually restarted, causing a brief delay. The issue was traced to a problem with our external vendor, Fiserv’s Enterprise Payments Platform \(EPP\), which supports wire processing. Service was fully restored after the vendor made the necessary fixes, and normal operations resumed. To resolve the issue, Fiserv completed a system configuration update at 9:24 a.m. PT \(12:34 p.m. ET\), addressing a compatibility problem that was causing the errors. **Point of Failure:** Fiserv has performed a preliminary root cause analysis and determined that this incident was caused by a Fiserv vendor-managed component \(Ingress Controllers\) that was upgraded across several environments. This triggered the outage due to incompatibility with a Fiserv monitoring component used within the affected configuration \(Ingress Controller setup\). **Corrective Actions:** Fiserv is working with Microsoft to reduce the likelihood of recurrence by enhancing validation and testing procedures for configuration changes and ensuring that all server dependencies are identified and addressed before deployment. Additional monitoring will also be implemented to detect and address EPP UI proxy errors in real time. At Central 1, we improved our monitoring to catch issues with third-party systems earlier. We are also reviewing vendor support and escalation processes to help resolve issues faster. In addition, we’ve evaluated our internal incident response procedures to improve coordination and response during vendor-related outages. * Central 1 has implemented an automated daily test at 4:00 a.m. PT \(7:00 a.m. ET\) to confirm outgoing wire transfers are working properly and to detect issues earlier. 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. Liz Ackroyd, Manager of Client Support Services [[email protected]](mailto:[email protected]) | 905.301.1337

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Started May 22, 2026, 01:21 AM UTC· resolved May 22, 2026, 09:53 PM UTC

1. identified May 22, 2026, 01:21 AM UTC

   Central 1 is currently experiencing a recurrence of the Client Centre access issue. Users may encounter the “Sorry Page” when attempting to access the site. Our teams are actively engaged and escalating with our vendor to address this issue. In parallel, we are working on alternative solutions to mitigate the impact and resolve the underlying environment issue as quickly as possible. The “Sorry Page” remains available and provides access to key applications via direct links. We will continue to provide updates as more information becomes available and appreciate your patience. Central 1 Support - [email protected] - 1 888 889 7878, press 1

2. resolved May 22, 2026, 09:53 PM UTC

   Client Centre service has been restored, and access is now fully available at https://clients.central1.com/. As part of the resolution, Central 1 has successfully transitioned Client Centre off the previous 3rd party hosting environment and into our Azure infrastructure. This change is intended to improve overall service stability and resiliency going forward. We will continue to monitor performance closely to ensure a stable experience for our clients. If you experience any issues accessing Client Centre, please refresh your browser or clear your cache before attempting again. We appreciate your patience and understanding throughout this incident. Central 1 Support - [email protected] - 1 888 889 7878 (press 1)

3. postmortem Jun 02, 2026, 09:25 PM UTC

   **Postmortem: INC221480 – Client Centre Intermittent Login Failures** Between May 4 and May 22, 2026, clients experienced intermittent access issues when attempting to log in to Client Centre \([clients.central1.com](http://clients.central1.com)\). Full service was restored on May 22, 2026, at approximately 2:10 p.m. PT \(5:10 p.m. ET\). The disruption was caused by instability within an external hosting environment supporting Client Centre at the time, which resulted in intermittent degradation of authentication services. During this period, some users experienced login failures or inconsistent access. No data loss or security concerns were identified. Central 1 restored stability by transitioning Client Centre to a Central 1-managed Azure-hosted environment, significantly improving reliability, and reducing dependency on the previous hosting platform. For a more detailed root cause review, please refer to the Client Centre news item: [https://clients.central1.com/news\_updates/client-centre-service-disruption-update/](https://clients.central1.com/news_updates/client-centre-service-disruption-update/) **Corrective Actions – PRB011734** * **PTASK – Transition to Central 1-managed hosting – COMPLETED** • Migrated Client Centre to an Azure-hosted environment to improve stability and control. * **PTASK – Enhance monitoring and alerting – IN PROGRESS** • Improving detection capabilities to identify degradation conditions earlier. * **PTASK – Strengthen resiliency controls – IN PROGRESS** • Implementing additional safeguards to reduce the likelihood and impact of similar disruptions. * **PTASK – Improve incident communication and escalation – IN PROGRESS** • Enhancing coordination and communication processes during service disruptions. We apologize for the disruption experienced during this incident. Central 1 is taking these steps to strengthen platform stability, improve monitoring, and ensure a more consistent experience for clients. Jason Seale | Director of Client Support Services [[email protected]](mailto:[email protected]) | 778.558.5627

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Started May 21, 2026, 08:54 PM UTC· resolved May 22, 2026, 03:37 PM UTC

1. monitoring May 21, 2026, 08:54 PM UTC

   Members may have experienced an error message "There was an error processing your request" when attempting to log in to online banking between 1:02 p.m. and 1:30 p.m. PT (4:02 p.m. to 4:30 p.m. ET). The issue has now been resolved. A postmortem will be completed, and a summary will be shared once available. [email protected] - 1.888.889.7878 (option 2)

2. resolved May 22, 2026, 03:37 PM UTC

   The system has remained stable thought the night. A postmortem will be completed, and a summary will be shared once available. [email protected] - 1.888.889.7878 (option 2)

3. postmortem Jun 05, 2026, 06:03 PM UTC

   **Postmortem: INC222016 – Digital Banking Login Errors** On May 21, 2026, between approximately 1:02 p.m. PT \(4:02 p.m. ET\) and 1:30 p.m. PT \(4:30 p.m. ET\), some Digital Banking users experienced intermittent login errors when accessing online banking. During this time, users may have received the message “There was an error processing your request.” The incident was caused by a temporary resource constraint within the Azure environment hosting Central 1’s F5 load balancer. A brief period of CPU contention on the shared cloud infrastructure impacted the load balancer’s ability to process health checks and maintain synchronization between nodes within expected time thresholds. This resulted in delayed failover behavior and required manual intervention to restore normal service. The impact was limited in scope to Digital Banking login services and was short in duration for affected users. Payment services were not impacted. No data loss or security concerns were identified. **Corrective Actions – PRB011739** * **PTASK0010574 – Fine-tune HA failover capability – IN PROGRESS** • Improve failover responsiveness to reduce dependence on manual intervention during similar conditions. * **PTASK0010575 – Improve F5 monitoring – COMPLETED** • Enhanced monitoring to provide earlier detection of load balancer performance degradation. * **PTASK0010576 – Test and implement vendor-recommended fixes – IN PROGRESS** • Evaluate and apply vendor guidance to improve resilience under constrained resource conditions. * **PTASK0010577 – Escalate CPU contention concerns with Microsoft Azure – IN PROGRESS** • Engage Microsoft to review resource allocation behaviour and reduce risk of recurrence. We apologize for the disruption experienced during this incident. Central 1 is taking these steps to strengthen resilience and improve failover performance within our cloud-hosted infrastructure. Santino Parrotta | Manager, Client Support Services [[email protected]](mailto:[email protected])

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Started May 19, 2026, 02:09 PM UTC· resolved May 21, 2026, 10:44 PM UTC

1. investigating May 19, 2026, 02:09 PM UTC

   Central 1 is currently experiencing degraded performance affecting the Client Centre (https://clients.central1.com/). Currently, users should receive the Sorry Page providing direct links to applications. Central 1 teams are actively investigating the issue and working to restore full service. We will continue to provide updates as more information becomes available. Central 1 Support - [email protected] - 1 888 889 7878 (press 1)

2. investigating May 19, 2026, 05:13 PM UTC

   We’re continuing to work with our partners and internal teams to restore full access to the Client Centre. While the issue is still under investigation, we have implemented a temporary solution that allows users to access key applications through a dedicated page. Our teams are actively working to resolve the issue as quickly as possible and improve overall service resiliency. We’ll continue to provide updates as more information becomes available and appreciate your patience in the meantime.

3. investigating May 19, 2026, 06:22 PM UTC

   We are conducting a thorough analysis of the systems involved and working toward resolving the Client Centre issue. In the event you are receiving an error trying to access our Sorry Page (via Client Centre), please use the links provided on the Sorry Page, or use from the list below: - https://paymentstream.secure.central1.com/product/paymentstream/ for PaymentStream Direct - https://branchcapture.secure.central1.com/ for Branch Capture - https://filesandreports.secure.central1.com/login for the File & Report Exchange - https://central1-prod.aric.featurespace.co.uk/ for EFM - https://fas.secure.central1.com/fas/ for FAS - https://fxd.secure.central1.com/extranet for FX Drafts - https://olt.secure.central1.com/olt/ for OLT (Online Tracing) - https://ors.secure.central1.com/ors/ for ORS (Online Return System) - https://central1.service-now.com/support/ for ServiceNow - https://cms.memberdirect.net/ for TeamSite - https://admin.secure.central1.com/um/ui/flex/ModifyUser/ for User Management - https://treasuryconnect.secure.central1.com/tos/ Treasury Connect Please ensure you do not use bookmarks/favorites for your Applications. We’ll continue to provide updates as more information becomes available and appreciate your patience in the meantime.

4. investigating May 20, 2026, 01:58 AM UTC

   We’re continuing to work closely with our vendor and internal teams to restore full Client Centre functionality. At this time, there are no new material updates; however, efforts remain actively underway and resolution remains a top priority. The temporary “Sorry Page” continues to provide access to key applications via direct links. If you encounter issues accessing the page, please use the application links provided in the previous update. We will provide our next update by end of business tomorrow by 2 p.m. PT (5 p.m. ET), or sooner if additional information becomes available. We appreciate your continued patience. Central 1 Support - [email protected] - 1 888 889 7878 (press 1)

5. investigating May 20, 2026, 09:09 PM UTC

   We’re continuing to work closely with our vendor and internal teams to restore full Client Centre functionality. While there are no new material updates at this time, this issue remains a top priority and work is actively progressing toward resolution. The temporary “Sorry Page” remains in place and continues to provide access to key applications via direct links. We will provide our next update by tomorrow at 2 p.m. PT (5 p.m. ET), or sooner if additional information becomes available. We appreciate your continued patience and understanding. We will provide our next update by end of business tomorrow by 2 p.m. PT (5 p.m. ET), or sooner if additional information becomes available. We appreciate your continued patience. Central 1 Support - [email protected] - 1 888 889 7878 (press 1)

6. resolved May 21, 2026, 10:44 PM UTC

   Client Centre access has now been fully restored and services are operating normally. Users can resume accessing applications through https://clients.central1.com/ as usual. If you continue to experience issues or are still seeing the “Sorry Page,” this may be due to cached browser data. Please clear your cache (Ctrl + Shift + Delete) and refresh your browser before attempting to log in again. We appreciate your patience while we worked to resolve this issue. Central 1 Support - [email protected] - 1 888 889 7878, press 1

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Started May 19, 2026, 02:26 AM UTC· resolved May 19, 2026, 12:27 PM UTC

1. investigating May 19, 2026, 02:26 AM UTC

   Central 1 is currently experiencing degraded performance affecting the Client Centre (https://clients.central1.com/). Some customers may encounter intermittent access issues when logging in or navigating the site. At this time, the issue appears to impact a subset of users, and retrying the action may result in successful access. Central 1 teams are actively investigating the issue and working to restore full service. We will continue to provide updates as more information becomes available. Central 1 Support - [email protected] - 1‑888‑889‑7878 (press 1)

2. resolved May 19, 2026, 12:27 PM UTC

   Resolved - The issue affecting access to the Client Centre (https://clients.central1.com/) has been resolved, and full service has been restored. Central 1 will continue to monitor the environment to ensure ongoing stability. Thank you for your patience and understanding.

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Started May 17, 2026, 11:50 AM UTC· resolved May 17, 2026, 02:08 PM UTC

1. identified May 17, 2026, 11:50 AM UTC

   Central 1 is aware that PaymentStream Direct is not accessible and has initiated an immediate investigation. The user will receive an error message that the server is unavailable after entering the 2-step token code. Keeping you informed during this incident is important to us. We’ll share another update with you by 9:30 a.m. PT (12:30 a.m. ET) today, or as soon as we have significant developments to report. Central 1 - [email protected] - 1.888.889.7878, press 0

2. resolved May 17, 2026, 02:08 PM UTC

   This incident has been resolved.

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Started May 17, 2026, 11:43 AM UTC· resolved May 17, 2026, 11:43 AM UTC

1. resolved May 17, 2026, 11:49 AM UTC

   Central 1 is aware that PaymentStream Direct is not accessible and has initiated an immediate investigation. The user will receive an error message that the server is unavailable after entering the 2-step token code. Keeping you informed during this incident is important to us. We’ll share another update with you by 9:30 a.m. PT (12:30 a.m. ET) today, or as soon as we have significant developments to report. Central 1 - [email protected] - 1.888.889.7878, press 0

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Started May 09, 2026, 06:11 PM UTC· resolved May 09, 2026, 07:40 PM UTC

1. investigating May 09, 2026, 06:11 PM UTC

   Central 1 is currently experiencing degraded performance affecting the Client Centre (https://clients.central1.com/). Some customers may encounter intermittent access issues when logging in or navigating the site. At this time, the issue appears to impact a subset of users, and retrying the action may result in successful access. Central 1 teams are actively investigating the issue and working to restore full service. We will continue to provide updates as more information becomes available. Central 1 Support - [email protected] - 1‑888‑889‑7878 (press 1)

2. resolved May 09, 2026, 07:40 PM UTC

   The issue affecting access to the Client Centre (https://clients.central1.com/) has been resolved, and full service has been restored. Earlier today, some customers experienced intermittent access issues. As an interim measure, a workaround was implemented at approximately 11:30 a.m. PT (2:30 p.m. ET), allowing impacted users to log in while teams continued investigating. The underlying point of failure has since been identified and corrected, and the Client Centre is now operating normally for all users. Central 1 will continue to monitor the environment closely to ensure ongoing stability. Thank you for your patience and understanding.

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Started May 07, 2026, 08:35 PM UTC· resolved May 08, 2026, 08:45 PM UTC

1. monitoring May 07, 2026, 08:35 PM UTC

   Please be advised that our 2SV text/voice vendor experienced a service degradation between 11:18 AM and 11:48 AM PST (2:18 PM–2:48 PM EST). Members were intermittently unable to log in to online banking. Members using email-based 2SV were not affected. The issue has been resolved. We are currently monitoring the situation. [email protected] - 1.888.889.7878

2. resolved May 08, 2026, 08:45 PM UTC

   This incident has been resolved.

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Started May 05, 2026, 02:40 PM UTC· resolved May 05, 2026, 03:44 PM UTC

1. identified May 05, 2026, 02:40 PM UTC

   Please be advised that Central 1 experienced a Client Centre (https://clients.central1.com/) outage today between 9:00 to 9:20 a.m. PT (12:00 to 12:20 p.m. ET). You may have experienced issues logging into Client Centre or Central 1 applications during that time. A postmortem will be provided within the next two weeks. Central 1 - [email protected] – 1.888.889.7878, press 1

2. identified May 05, 2026, 02:40 PM UTC

   We are continuing to work on a fix for this issue.

3. identified May 05, 2026, 02:47 PM UTC

   Central 1 has identified that some clients are missing the ORPI (CAD) and the ORUI (USD) online returns cheque processed items reports this morning for items returned in ORS yesterday, May 4, 2026. We will provide our next update by 9 a.m. PT (12 p.m. ET) after our technical team has further investigated. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

4. resolved May 05, 2026, 03:44 PM UTC

   The CAD and USD cheque returns were successfully processed yesterday; however, due to a technical issue, the corresponding reports were not generated. The returned items that would have appeared on this morning’s report will instead be included in tomorrow’s report (May 6). Central 1 Support – [email protected] | 1.888.889.7878 (press 1)

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Started May 04, 2026, 04:57 PM UTC· resolved May 07, 2026, 05:36 PM UTC

1. investigating May 04, 2026, 04:57 PM UTC

   Some users are continuing to experience access issues when going to the Client Centre. In most cases if you cannot access you should be presented with a page providing direct links to the applications behind the Client Centre. We are actively investigating the issue and will provide an update by 11 am PT (2 pm ET). Central 1 - [email protected] – 1.888.889.7878, press 1

2. monitoring May 04, 2026, 05:35 PM UTC

   The third-party host for Central 1's Client Centre has resolved the instability. Users should be able to access. Some users may need to either clear their cache or use a private browser session to reach the Client Centre. We will be monitoring the site over the next while to ensure it remains stable. We apologize for any inconvenience caused by this incident.

3. monitoring May 04, 2026, 06:33 PM UTC

   Central 1 is receiving feedback that some users are still not able to access the Client Centre in spite of clearing their cache and/or using a private browser. We are investigating further here on potential reasons as the servers are up and operational. We will provide an update by 12:30 pm PT (3:30 pm ET).

4. monitoring May 04, 2026, 08:02 PM UTC

   We are continuing to assess the intermittent access issues being reported by some of our clients across our applications. We will provide another update within the next hour.

5. monitoring May 04, 2026, 08:58 PM UTC

   Central 1 is continuing to work with our Client Centre web service provider to resolve the global issues they are experiencing today. If the Client Centre is unavailable, a Sorry Page will be presented to ensure you can still launch and access your Central 1 applications. If you require any additional Client Centre content today (e.g., news articles, forms), please contact Support and we will provide it to you while our vendor works to restore full service. An earlier issue prevented some customers from accessing the Sorry Page; this was resolved at 12:50 p.m. PT (3:50 p.m. ET). We will provide our next update by 3:00 p.m. PT (6:00 p.m. ET). Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

6. monitoring May 04, 2026, 10:04 PM UTC

   Central 1 continues to work closely with our Client Centre service provider as they address the ongoing stability issues impacting the platform today. At this time, availability remains intermittent, and we are actively monitoring the situation while supporting our vendor through resolution efforts. The Client Centre Sorry Page is now consistently available to all customers, ensuring continued access to Central 1 applications during this period. If you require any specific content from the Client Centre, please reach out to our Support team and we will be happy to assist. We will continue to provide updates as more information becomes available.

7. monitoring May 05, 2026, 12:53 PM UTC

   At this time, all Central 1 monitoring indicators for our Single Sign-On service and Client Centre content pages are green. We will continue to closely monitor these services throughout the morning before closing out communications. If you are still experiencing any content or access issues with our applications or services, please contact us for additional support. Central 1 - [email protected] – 1.888.889.7878, press 1

8. monitoring May 05, 2026, 03:04 PM UTC

   The Client Center website is currently unavailable. Please use the URLs presented on the “Sorry Page” to access applications and services. Central 1 is continuing to work with our Cient Center web service provider to resolve the global issues they are experiencing. If you require any additional Client Center content today (e.g., news articles, forms), please contact Support, and we will provide it while our vendor works to restore full service. We will provide our next update by 9:00 a.m. PT (12 p.m. ET). Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

9. monitoring May 05, 2026, 04:13 PM UTC

   The Client Centre website (https://clients.central1.com) continues to experience instability. Please use the URLs presented on the “Sorry Page” to access applications and services. Note, the link for FX Notes is not currently listed but we are working on getting that added. In the meantime, the link for that application is https://connex.globex2000.ca/. Central 1 is continuing to work with our Cient Centre web service provider to resolve the global issues they are experiencing. If you require any Client Centre content today (e.g., news articles, forms), please contact Support, and we will provide it while our vendor works to restore full service. We will provide updates as we have more information. Thank you for your patience during this incident and we apologize for any inconvenience caused by it. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

10. monitoring May 05, 2026, 06:03 PM UTC

    Client Centre (https://clients.central1.com/) continues to be unavailable. Please note that Central 1’s public website (https://www.central1.com/) is also currently unavailable, as it is hosted by the same service provider. Please continue to use the URLs presented on the “Sorry Page” to access applications and services. Note, the link for FX Notes is not currently listed but we are working on getting that added. In the meantime, the link for that application is https://fxn.secure.central1.com/. Central 1 continues to work closely with our Client Centre web service provider to resolve the global issues they are experiencing. If you require any Client Centre content (e.g., news articles, forms), please contact Support and we will provide it while our vendor works to restore full service. We will provide our next update tomorrow morning, or sooner should service be restored and stability confirmed. Thank you for your continued patience, and we apologize for the inconvenience. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

11. monitoring May 05, 2026, 11:59 PM UTC

    Central 1 has observed improved stability with both the Client Centre (https://clients.central1.com/) and https://www.central1.com/ over the past several hours. While services are currently operating normally, we continue to actively monitor the environment closely to ensure ongoing stability. In parallel, Central 1 is also working on additional contingency and workaround options to help improve resiliency and reduce dependency on the affected hosting environment. We expect to provide customers with a further update tomorrow regarding these mitigation efforts and next steps. Thank you for your continued patience and understanding while we work through this vendor-related issue. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

12. monitoring May 06, 2026, 09:26 PM UTC

    Central 1 has observed stable operation of both the Client Centre (https://clients.central1.com/) and https://www.central1.com/ since yesterday afternoon. At this time, services continue to operate normally. While stability has improved, Central 1 and our web service provider remain in an active monitoring phase as the vendor continues to validate long-term platform stability. As a result, this incident will remain open until the vendor formally confirms resolution and sustained stability. In parallel, Central 1 continues to work on additional resiliency and high-availability mitigation options to help reduce dependency on the affected environment. We will provide further details on these changes as plans are finalized. We will provide further updates if there are any changes to service availability, or once the vendor has confirmed the incident is fully stabilized and resolved. Thank you for your patience and understanding throughout this incident. Central 1 Support - [email protected] | 1.888.889.7878 (press 1)

13. resolved May 07, 2026, 05:36 PM UTC

    Central 1 and our web service provider have observed stable operation of both the Client Center (https://clients.central1.com/) and https://www.central1.com/. As a result of the incident, it is now considered resolved. Central 1 continues to implement additional resiliency and high-availability improvements to further strengthen site availability and reduce dependence on the affected environment. We expect to communicate additional details regarding these enhancements as changes are finalized. We appreciate everyone’s patience throughout this incident and apologize again for the inconvenience.

14. postmortem Jun 05, 2026, 10:54 PM UTC

    **Postmortem**: **INC221339 – Client Centre and** [**Central1.com**](http://Central1.com) **Unavailable \(P2\)** On May 7, 2026, Central 1 experienced intermittent access issues impacting Client Centre and [Central1.com](http://Central1.com), following earlier instability first observed on May 4 \(INC221142\). Users across multiple financial institutions encountered inconsistent behavior including “Sorry” pages, timeouts, and HTTP 500 errors during login attempts. The incident was initially classified as P3 due to the presence of fallback access, but was escalated as impact persisted and authentication failures became more apparent. Post-incident review confirmed the event was caused by two overlapping issues that complicated detection and response. A third-party hosting provider performed a security remediation that introduced access restrictions, impacting Client Centre availability. At the same time, a separate issue within Central 1’s environment caused memory exhaustion on a single ADFS node, leading to repeated service restarts and HTTP 500 errors for a subset of authentication requests. The concurrency of these issues delayed root cause isolation and resulted in a fragmented and inconsistent user experience. **Point of failure:** Primary: Third-party hosting security remediation causing access instability Secondary: Memory exhaustion on ADFS node leading to service restarts and authentication errors. Contributing Factors were elevated authentication traffic \(user retries and redirect loops during outage conditions\) and no monitoring or alerting for ADFS memory/resource thresholds. The initial focus on vendor-related symptoms delayed identification of internal SSO degradation. **Corrective Actions** * Implemented monitoring and alerting for ADFS memory exhaustion \(Completed\) * Establish ADFS performance baselines to detect abnormal traffic patterns \(In progress\) * Evaluate and implement ADFS capacity improvements \(Under assessment\) * Formalized vendor escalation path for hosting-related incidents \(In progress\) This incident highlights the complexity introduced by concurrent failures across vendor-hosted and internal identity systems. Improved observability and clearer separation of symptom domains will be critical to accelerating diagnosis and ensuring more consistent user experience during future incidents. Jason Seale | Director of Client Support Services [[email protected]](mailto:[email protected]) | 778.558.5627

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Started May 04, 2026, 04:36 PM UTC· resolved May 04, 2026, 04:36 PM UTC

1. resolved May 04, 2026, 04:36 PM UTC

   Please be advised that Central 1 experienced a Client Centre (https://clients.central1.com/) outage today between 9:00 to 9:20 a.m. PT (12:00 to 12:20 p.m. ET). You may have experienced issues logging into Client Centre or Central 1 applications during that time. A postmortem will be provided within the next two weeks. Central 1 - [email protected] – 1.888.889.7878, press 1

2. postmortem Jun 05, 2026, 10:54 PM UTC

   **Postmortem**: **INC221339 – Client Centre and** [**Central1.com**](http://Central1.com) **Unavailable \(P2\)** On May 7, 2026, Central 1 experienced intermittent access issues impacting Client Centre and [Central1.com](http://Central1.com), following earlier instability first observed on May 4 \(INC221142\). Users across multiple financial institutions encountered inconsistent behavior including “Sorry” pages, timeouts, and HTTP 500 errors during login attempts. The incident was initially classified as P3 due to the presence of fallback access, but was escalated as impact persisted and authentication failures became more apparent. Post-incident review confirmed the event was caused by two overlapping issues that complicated detection and response. A third-party hosting provider performed a security remediation that introduced access restrictions, impacting Client Centre availability. At the same time, a separate issue within Central 1’s environment caused memory exhaustion on a single ADFS node, leading to repeated service restarts and HTTP 500 errors for a subset of authentication requests. The concurrency of these issues delayed root cause isolation and resulted in a fragmented and inconsistent user experience. **Point of failure:** Primary: Third-party hosting security remediation causing access instability Secondary: Memory exhaustion on ADFS node leading to service restarts and authentication errors. Contributing Factors were elevated authentication traffic \(user retries and redirect loops during outage conditions\) and no monitoring or alerting for ADFS memory/resource thresholds. The initial focus on vendor-related symptoms delayed identification of internal SSO degradation. **Corrective Actions** * Implemented monitoring and alerting for ADFS memory exhaustion \(Completed\) * Establish ADFS performance baselines to detect abnormal traffic patterns \(In progress\) * Evaluate and implement ADFS capacity improvements \(Under assessment\) * Formalized vendor escalation path for hosting-related incidents \(In progress\) This incident highlights the complexity introduced by concurrent failures across vendor-hosted and internal identity systems. Improved observability and clearer separation of symptom domains will be critical to accelerating diagnosis and ensuring more consistent user experience during future incidents. Jason Seale | Director of Client Support Services [[email protected]](mailto:[email protected]) | 778.558.5627

Read the full incident report →

Started Apr 30, 2026, 08:18 PM UTC· resolved Apr 30, 2026, 08:18 PM UTC

1. resolved Apr 30, 2026, 08:18 PM UTC

   Please be advised that Central 1 experienced a Client Centre (https://clients.central1.com/) outage today between 12:44 to 12:57 p.m. PT (3:44 to 3:57 p.m. ET). You may have experienced issues logging into Client Centre or Central 1 applications during that time. A postmortem will be provided within the next two weeks. Central 1 - [email protected] – 1.888.889.7878, press 1

2. postmortem Jun 05, 2026, 05:56 PM UTC

   **Postmortem: INC220907 – Client Centre and Authentication Service Outage** On April 30, 2026, at approximately 12:44 p.m. PT \(3:44 p.m. ET\), Central 1 experienced a service outage impacting Client Centre and multiple authentication-dependent services. The disruption lasted approximately 23 minutes, with full service restored by 12:57 p.m. PT \(3:57 p.m. ET\). The incident occurred following a low-risk SQL database migration and subsequent decommissioning of legacy database instances. While the new database infrastructure was operating as expected, a dependency within the load balancer \(F5\) configuration caused authentication services to become unavailable. During the incident window, clients were unable to log in to Client Centre and experienced disruption accessing Central 1 applications. Impacted services included Client Centre, external ServiceNow access, PaymentStream, TeamSite CMS, Treasury Connect, and other services dependent on STS1 / ADFS authentication. This resulted in a full authentication outage for affected services during the 23-minute period. No data loss or security concerns were identified. **Point of failure:** The incident was caused by an overlooked dependency between F5 load balancer health checks and legacy SQL database instances during a database migration. F5 health probes supporting STS1 \(ADFS\) authentication services remained configured to query legacy SQL databases that had not been included in the migration scope. When those legacy databases were later placed into a read-only state or decommissioned, all F5 health checks began to fail. Service was restored after identifying the misconfigured F5 health checks and updating them to point to the new SQL database environment, allowing authentication traffic to resume normally. **Corrective Actions – PRB011728** * **PTASK0010557 – Repoint F5 health checks to new SQL databases – COMPLETED** * Updated load balancer configurations to ensure alignment with the current database environment. * **PTASK0010558 – Add F5 validation steps to DR documentation – IN PROGRESS** * Introduce formal validation steps to ensure health check dependencies are reviewed during infrastructure changes. * **PTASK0010559 – Document all F5 configurations – COMPLETED** * Improve visibility and documentation of load balancer dependencies across teams. * **PTASK0010560 – Create new validation step for database changes – COMPLETED** * Implement additional validation checkpoints within database change processes to reduce risk of missed dependencies. We apologize for the disruption experienced during this incident. Central 1 is taking these steps to strengthen change coordination, improve cross-team visibility, and ensure critical dependencies are identified and validated during infrastructure changes. Jason Seale | Director of Client Support Services [[email protected]](mailto:[email protected]) | 778.558.5627

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Started Apr 27, 2026, 02:38 PM UTC· resolved Apr 27, 2026, 06:54 PM UTC

1. identified Apr 27, 2026, 02:38 PM UTC

   Payments Canada has notified Central 1 that BNC (National Bank of Canada) did not send one of the two files in the morning exchange. The larger of the two AFT files was successfully received and processed. We will provide an update once we have received and processed the remaining BNC file. Central 1 – [email protected] – 1.888.889.7878, press 1

2. resolved Apr 27, 2026, 06:54 PM UTC

   We have received this mornings missing AFT file from BNC. The 160 transactions missed in the file this morning will be included in this afternoon's AFT CR03/ON03. Central 1 – [email protected] – 1.888.889.7878, press 1

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Started Apr 25, 2026, 06:28 PM UTC· resolved Apr 25, 2026, 06:28 PM UTC

1. resolved Apr 25, 2026, 06:28 PM UTC

   Central 1 is aware that users were not seeing the OAS production login link on the Client Centre. The link for OAS has been restored. Central 1 - [email protected] - 1.888.889.7878, press 1

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