Central 1 Outage History

Started Feb 03, 2026, 08:30 AM UTC· resolved Feb 03, 2026, 08:56 AM UTC

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.

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Started Feb 02, 2026, 11:04 PM UTC· resolved Feb 02, 2026, 11:04 PM UTC

1. resolved Feb 02, 2026, 11:04 PM UTC

   This is a follow-up to our communications of January 8, 2026; INC215029 - Wire Charge Posting Delay – December 29–31, 2025. Central 1 is aware that wire charges for December 29, 30, and 31, 2025, were not applied as expected. Our teams have investigated and confirmed that these charges were not processed prior to month-end and year-end close. As a result, the affected wire charges will be applied today, Monday, February 2, and backdated to January 30. All adjustments will be applied with a note on file. We apologize for the inconvenience this may cause and appreciate your understanding. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Feb 01, 2026, 11:10 AM UTC· resolved Feb 01, 2026, 12:27 PM UTC

1. investigating Feb 01, 2026, 11:10 AM UTC

   Central 1 is currently experiencing an issue with our Universal Connectivity Proxy (UCP), which connects to third-party applications and certain internal applications. As a result, multiple services across PaymentStream, Interac (e-Transfers), MemberDirect, Forge, and Originations are not available. An update will be posted by 4 a.m. PT (7 a.m. ET). Central 1 - [email protected] - 1.888.889.7878

2. monitoring Feb 01, 2026, 12:12 PM UTC

   Central 1 has rolled back a change to the UCP that affected all 3rd-party connections. Connections are recovering, and Central 1 is monitoring the connections. An update will be posted by 5 a.m. PT (8 a.m. ET). Central 1 - [email protected] - 1.888.889.7878

3. resolved Feb 01, 2026, 12:27 PM UTC

   The UCP change was successfully rolled back, and all 3rd-party connections were restored. If you are experiencing any connection issues after this incident, please contact Central 1. Central 1 - [email protected] - 1.888.889.7878

4. postmortem Feb 20, 2026, 10:32 PM UTC

   **Postmortem: INC216206 -** **Universal Connectivity Proxy \(UCP\) Outage – February 1, 2026** On Sunday, February 1, beginning at approximately 1:38 a.m. PT \(4:38 a.m. ET\), Central 1 experienced a critical outage impacting the Universal Connectivity Proxy \(UCP\) following the deployment of a minor release \(CHG161055\). The UCP is a shared infrastructure component supporting multiple external integrations and payment applications. As a result of this failure, all traffic flowing through UCP was disrupted. Primary impacts included e-Transfer services, Forge and MD Login authentication, Deposit Anywhere, ISO20022 banking host connections, and various third-party connections. Services were fully restored at 4:02 a.m. PT \(7:02 a.m. ET\) following a rollback to the previous stable version. **Point of Failure:** The outage was caused by a misconfiguration within the deployment automation \(Chef Cookbook\) associated with UCP version. Required startup and logging configurations were not included in the release package. This resulted in application logging failure at startup, which cascaded into broader application-level failures, preventing UCP from successfully processing incoming traffic. Existing health checks validated service availability at a technical level but did not confirm functional transaction processing, causing a delay in triage. Central 1 has made enhancements to the UCP monitoring along with a review of the deployment tools improvements to help mitigate a reoccurrence. **Corrective Actions \(PRB011669\)** * PTASK0010487 - Make required Chef Cookbook changes for PROD – COMPLETED * PTASK0010488 - Document improved release process for UCP - COMPLETED We sincerely apologize for the disruption this incident caused. We recognize the critical nature of UCP as a shared service and the broad impact when it becomes unavailable. [[email protected]](mailto:[email protected]) | 1.888.889.7878

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Started Jan 28, 2026, 12:18 AM UTC· resolved Jan 28, 2026, 03:32 AM UTC

1. identified Jan 28, 2026, 12:18 AM UTC

   Today’s BMO (Bank of Montreal) and BNC (National Bank of Canada) 2nd exchange incoming AFT files were not processed due to a technical issue. One set of files for each institution was successfully received and processed. BNC’s remaining file has since been received, and the associated transactions will be included in the CR04/ON04 output files tonight. We are continuing to work through the remaining processing for BMO and will provide a further update once the outstanding file has been received and processed. Central 1 – [email protected] - 1.888.889.7878, press 1

2. resolved Jan 28, 2026, 03:32 AM UTC

   All files have been received and processed resolving the incident.

3. postmortem Feb 11, 2026, 02:25 PM UTC

   **Postmortem: INC215960 – Missed AFT files for second AFT exchange** On Tuesday, January 27th, Central 1 identified that the Bank of Montreal \(BMO\) and National Bank of Canada \(BNC\) second‑exchange incoming AFT files were not fully processed by the final exchange. One file per institution processed successfully, while a second file experienced a transfer failure and was not processed as expected. **Point of Failure:** The affected AFT files did not transfer successfully from the FTP server to the mainframe environment. Due to a lack of timely detection, the missing files were subsequently overwritten by later inbound file transmissions. When the issue was discovered, the original versions were no longer retrievable and had to be re‑requested from the trading partners. The automated FTP process that moves files from the FTP server to the mainframe failed for unknown reasons. The monitoring/alerting of the particulate FTP is a manual pop-up alert. The alert went unobserved and as a result, the error was not detected in time. The missing files were later recovered, and the transactions were included in the CR04/ON04 output files on January 27. In total, the delayed files contained 3,960 transactions \(debits and credits\), all of which were subsequently processed and included in downstream outputs. **Corrective Actions \(PRB011664\)**: * Review all automated processes that push files to the mainframe. And ensure all alerts are pushed for FTP transfer failures to reduce dependency on manual monitoring of on-screen alerts. – DUE end of Q1 2026 * Implement proactive FTP monitoring that will enhance existing checks to detect missing files earlier than exchange deadlines. Run checks hourly or based on known file arrival patterns from trading partners – DUE end of Q1 2026 * Implement inbound file backup handling by automatically moving all inbound AFT files to a timestamped backup directory upon receipt to prevent permanent data loss due to file overwrites – COMPLETED We apologize for the delay and appreciate the patience while Central 1 works with our vendors to improve our systems high availability. Central 1 - [[email protected]](mailto:[email protected]) - 1.888.889.7878

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Started Jan 27, 2026, 06:16 PM UTC· resolved Jan 27, 2026, 06:37 PM UTC

1. investigating Jan 27, 2026, 06:16 PM UTC

   Please note that we are currently experiencing technical issues with Teamsite 20 Content Management system. At this time CC Pro and E-studio user may not be able to publish pages. OpenText is actively working on resolving the issue. Public Websites and Online Banking services are not affected. We will provide an update by or before 1pm PT (4pm ET). We apologize for any inconvenience this may be causing. [email protected] - 1.888.889.7878, option 2

2. resolved Jan 27, 2026, 06:37 PM UTC

   Please be advised that a fix has been applied and client should now be able to edit without issue. If you are still seeing issues, please follow clear your cache and cookies. [email protected] - 1.888.889.7878, option 2

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Started Jan 27, 2026, 04:15 PM UTC· resolved Jan 27, 2026, 06:04 PM UTC

1. investigating Jan 27, 2026, 04:15 PM UTC

   Central 1 continues to investigate technical issues with wires. We are still unable to process any incoming or outgoing wires. Wires can still be created and reviewed in PSD-Wires; they will remain in pending status. Technical teams are actively working to restore full service and will provide an update by 9 a.m. PT (12 p.m. ET). Central 1 – [email protected] - 1.888.889.7878, press 1

2. investigating Jan 27, 2026, 05:13 PM UTC

   Central 1 wires continue to experience technical issues with outgoing and incoming wires. Wires can still be created and reviewed in PSD-Wires; they will remain in pending status. Technical teams are actively working to restore full service and will provide an update by 10 a.m. PT (1 p.m. ET). Central 1 – [email protected] - 1.888.889.7878, press 1

3. resolved Jan 27, 2026, 06:04 PM UTC

   This incident is now resolved. Central 1 can process all incoming and outgoing wires. Central 1 – [email protected] - 1.888.889.7878, press 1

4. postmortem Feb 20, 2026, 10:30 PM UTC

   On January 27, Central 1 experienced a wire processing disruption affecting both incoming and outgoing wires across all currencies. Wires could be created; however, transactions became stuck in downstream processing queues and were not completing end-to-end. The disruption began at 4:32 a.m. PT and lasted approximately four hours. The issue followed firewall maintenance performed by Fiserv, which caused a loss of TCP connection \(Transmission Control Protocol\) state between Central 1 and our vendors queuing service. Although Fiserv restarted their firewall, Central 1 was required to manually restart our service APIs and related integration components before wires successfully resumed flowing through the SWIFT gateway. We apologize for the disruption and appreciate our clients’ patience while service was restored. We also acknowledge that earlier clarity in our monitoring and recovery procedures would have reduced recovery time on the first occurrence. **Point of Failure:** The root cause in both incidents was a TCP connection between Central 1 and Fiserv following firewall maintenance activities. The Central 1 connection does not currently recover gracefully when a firewall loses its TCP connection state table mid-session. When this occurs, the TCP socket becomes stale and remains in a “frozen” state. The application appears healthy, but the Message Queue session no longer processes messages. This results in transactions accumulating in queues and cascading downstream failures until manual restart API gateway components forces re-establishment of the connection. Contributing factors included lack of vendor notification prior to firewall maintenance \(January 27\), absence of a documented recovery SOP \(Standard Operating Procedure\), and monitoring alerts that were component-level but did not clearly indicate end-to-end client impact. **PRB011663 - Actions & Lessons Learned** The incident highlighted the need to monitor and declare wires health based on end-to-end processing, not individual component status. While alerts were generated, there was no single authoritative “wire health” signal or clear green criteria to determine recovery. * PTASK0010482 - MQ Connector auto-recover enhancement – End of Q1 2026 * PTASK0010483 - Fiserv change communication notification improvements – End of Q1 2026 * PTASK0010486 - Alerting Enhancements – End of Q1 2026 * PTASK0010484 - SOP for the starting and stopping of all MuleSoft applications/playbook improvements – End of April 2026 * PTASK0010485 - Wires Flow Training – End of April 2026 We apologize for the delay this caused to your operations and your members. If you have any questions or would like additional detail, please contact Support. Central 1 – Support | [[email protected]](mailto:[email protected]) | 1.888.889.7878, press 1

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Started Jan 22, 2026, 10:59 PM UTC· resolved Jan 23, 2026, 12:35 PM UTC

1. identified Jan 22, 2026, 10:59 PM UTC

   Central 1 is aware of an ongoing service disruption impacting Microsoft Outlook and Microsoft 365, which has been reported as sporadic and continuing to degrade across multiple regions. At this time, Central 1 is not aware of any confirmed impacts to our services. However, given the nature of the reported issue, there is a possibility that email delivery may be delayed or intermittently affected. If you have sent Central 1 an important email and have not received a response within your usual turnaround time, we recommend calling Support to ensure your message was received successfully. Central 1 Support - [email protected] - 1-888-889-7878, press 1

2. resolved Jan 23, 2026, 12:35 PM UTC

   Microsoft has resolved the technical issues affecting Outlook and Microsoft 365. Central 1 Support - [email protected] - 1-888-889-7878, press 1

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Started Jan 19, 2026, 01:40 PM UTC· resolved Jan 19, 2026, 02:53 PM UTC

1. investigating Jan 19, 2026, 01:40 PM UTC

   The bill payment Online Tracing (OLT) application is currently unavailable, users are encountering the error message “Service Temporarily Unavailable” when attempting to access the application. Central 1’s technical staff is investigating. An update will be sent out at 8 a.m. PT (11:00 am ET), or sooner if OLT becomes available Central 1 - [email protected] - 1.888.889.7878, press 1.

2. investigating Jan 19, 2026, 01:42 PM UTC

   We are continuing to investigate this issue.

3. investigating Jan 19, 2026, 01:44 PM UTC

   The bill payment Online Tracing (OLT) application is currently unavailable; users are encountering the error message “Service Temporarily Unavailable” when attempting to access the application. Central 1’s technical staff is investigating. An update will be sent out at 8 a.m. PT (11:00 am ET), or sooner if OLT becomes available Central 1 - [email protected] - 1.888.889.7878, press 1.

4. resolved Jan 19, 2026, 02:53 PM UTC

   The bill payment Online Tracing (OLT) application is now available. Please contact Client Support if you experience any further issues. Central 1 - [email protected] - 1.888.889.7878, press 1.

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Started Jan 10, 2026, 01:04 PM UTC· resolved Jan 10, 2026, 01:40 PM UTC

1. investigating Jan 10, 2026, 01:04 PM UTC

   Please be advised that following Interac’s database upgrade (CHG166896), an active incident is still open which is impacting two services: - Incoming autodeposits for version 3.4 using ISO 8583 (version 3.5 is not affected) - Autodeposits are currently pending in OAS with 'Processing Autodeposit' status. - All scheduled and recurring e‑Transfers scheduled for today Interac is actively working to resolve the issue. We will share further updates as soon as they become available. T 888 889 7878 Option 1 [email protected]

2. resolved Jan 10, 2026, 01:40 PM UTC

   Interac has completed its investigation and confirmed that the incident has been resolved. - All incoming autodeposits for version 3.4 using ISO 8583 have now been pushed and processed. - Recurring e‑Transfers scheduled for today have been submitted successfully by Interac. Interac and Central 1 will continue to monitor traffic and connections to ensure stability. Central 1 Support – [email protected] – 1.888.889.7878 (option 1)

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Started Jan 08, 2026, 10:08 PM UTC· resolved Jan 08, 2026, 10:08 PM UTC

1. resolved Jan 08, 2026, 10:08 PM UTC

   Central 1 is aware that wire charges for December 29, 30, and 31, 2025 were not applied as expected. Our teams have investigated and confirmed that these charges were not processed prior to month-end and year-end close. As a result, the affected wire charges will be applied at January 2026 month-end. No action is required from clients at this time. We apologize for the inconvenience this may cause and appreciate your understanding as we ensure charges are accurately applied. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Dec 30, 2025, 07:57 PM UTC· resolved Dec 31, 2025, 03:27 PM UTC

1. monitoring Dec 30, 2025, 07:57 PM UTC

   Due to a technical issue, the USD cheques scanned yesterday (December 29, 2025) were not included in your CAS USD current account posting or on your USDJ\AIOU “Account Activity and Balances” report. The settlement and reporting will be processed this evening and will appear in your USD account and report tomorrow morning (December 31, 2025). Central 1 - [email protected] - 1.888.889.7878, press 1

2. resolved Dec 31, 2025, 03:27 PM UTC

   The settlement and reporting for the USD cheques scanned on December 29th is now complete. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Dec 29, 2025, 03:32 PM UTC· resolved Dec 29, 2025, 04:25 PM UTC

1. monitoring Dec 29, 2025, 03:32 PM UTC

   Payments Canada advised Central 1 that CIBC experienced internal system issues this morning and failed to send AFT files in the morning exchange. Credit and Debit CAD and USD items from CIBC were not included in this morning's AFT files. The estimated recovery time is unknown. Follow-up communications will be distributed as new information becomes available from Payments Canada or once the situation is resolved. Central 1 - [email protected] - 1.888.889.7878, press 1

2. resolved Dec 29, 2025, 04:25 PM UTC

   Payments Canada has advised Central 1 that CIBC has resolved their internal issue. Central 1 has received both the CAD and USD AFT files from CIBC. The credits and debits for the CAD AFTs will be included in the CR03/ON03 files this afternoon. The USD AFT items will be included in tomorrow's (December 30, 2025) UC01 file. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Dec 11, 2025, 08:54 PM UTC· resolved Dec 12, 2025, 06:10 PM UTC

1. investigating Dec 11, 2025, 08:54 PM UTC

   We have identified that the ManageDirect Daily Availability reports for Forge/MemberDirect were not delivered between October 20 and November 30, 2025. Our team is in the process of regenerating these reports, and this work will be completed by December 12, 2025. Thank you for your patience and understanding as we work to resolve this matter. [email protected] - 1.888.889.7878, option 2

2. resolved Dec 12, 2025, 06:10 PM UTC

   This incident has been resolved, and all outstanding reports were delivered overnight. if your organization is still missing any of our ManageDirect reports, please contact us for further assistance. [email protected] - 1.888.889.7878, option 2

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Started Dec 08, 2025, 09:12 PM UTC· resolved Dec 08, 2025, 09:52 PM UTC

1. investigating Dec 08, 2025, 09:12 PM UTC

   Central 1 has become aware of a wire incident affecting the processing of both outgoing and incoming wires. Wires are not going out or coming in through the SWIFT network. IBM and Central 1’s technical teams are working diligently to resolve the incident. An update will be provided at 2 p.m. PT (5 p.m. ET) or sooner if the incident is resolved. Central 1 - [email protected] - 1.888.889.7878, press 1

2. resolved Dec 08, 2025, 09:52 PM UTC

   Inbound and outbound wires are now processing through the SWIFT gateway. Central 1 - [email protected] - 1.888.889.7878, press 1

3. postmortem Dec 11, 2025, 08:04 PM UTC

   **Postmortem: INC213718 - Inbound and Outbound Wires Not Processing** On Monday, December 8, beginning at approximately 8:45 a.m. PT \(11:45 a.m. ET\), Central 1 experienced a delay in the processing of inbound and outbound wires. Wires could continue to be created throughout the morning; however, items remained pending and did not progress through the SWIFT gateway until service was restored at 1:38 p.m. PT \(4:38 p.m. ET\). This resulted in an overall delay of approximately 4 hours and 53 minutes. During this period, branch staff observed growing pending queues, resulting in higher contact volumes on our wires and support desks. All items began clearing normally once the service was recovered. **Point of Failure:** The processing interruption was caused by an issue in IBM’s Managed File Transfer \(MFT\) service, which supports moving wire files from the EPP environment to the SWIFT gateway. Earlier that morning, the IBM Payments Centre reported instability in the MFT interface. IBM’s investigation confirmed that an Inter-Process Communication \(IPC\) administrator, while attempting to address a customer-specific file issue, inadvertently triggered a bulk download of all customer configuration files through the MFT application. This action caused excessive Java heap consumption, resulting in performance degradation, deadlocks across multiple clients, and partially responsive MFT nodes. Although backend processing components were still functioning, the degraded state of MFT prevented wire files from progressing, resulting in the growing pending volumes observed by credit unions. The absence of an automated alert tied to wire-pending volumes delayed escalation, as all external monitoring systems appeared healthy until the service impact was manually identified. Following confirmation of a system-wide effect, IBM performed an MFT restart at approximately 12:00 p.m. ET, which restored file movement by 12:11 p.m. ET. A small number of clients saw minor performance lag until the remaining deadlocks were fully cleared from the database. **Corrective Actions**: Central 1 and IBM have initiated an investigation into an ongoing problem under PRB011641. Immediate remediation included reducing heap thresholds to trigger earlier warning signals, instituting new file-count monitoring rules to detect abnormal UI activity, and revalidating documentation governing administrative actions within the MFT interface. IBM and the vendor are also progressing with a product upgrade to MFT Version 7.9.1, scheduled for completion in February 2026, which is expected to reduce the likelihood of UI deadlocks significantly. Additional work is underway to validate configuration download limits within the product and to explore role-restricted administrative access to prevent similar incidents. As part of our internal improvement stream, Central 1 is reviewing automated threshold-based alerting for pending wire volumes to provide earlier visibility and escalation, ensuring vendor notifications and operational checks consistently surface anomalies before they impact clients. We apologize for the delay and appreciate the patience while Central 1 works with our vendors to improve our systems high-availability. Central 1 - [[email protected]](mailto:[email protected]) - 1.888.889.7878

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Started Dec 06, 2025, 12:22 AM UTC· resolved Dec 06, 2025, 01:20 AM UTC

1. investigating Dec 06, 2025, 12:22 AM UTC

   Central 1 is currently investigating an issue affecting PaymentStream AFT where some clients are unable to complete file uploads. Users can access the File Upload page, but the upload does not progress to the confirmation step. We are engaging additional technical resources to restore normal service as quickly as possible. At this time, there are no workarounds available. Next update: We will provide the next update by 6 p.m. PT (9 p.m. ET) or sooner if more information becomes available. Central 1 - [email protected] - 1.888.889.7878

2. resolved Dec 06, 2025, 01:20 AM UTC

   Our teams have completed their investigation into the earlier issue where some clients were unable to progress PS-AFT file uploads to the confirmation step. All impacted files have now been successfully processed, and the service is operating normally. If you continue to experience any upload issues, please contact us at [email protected] or 1.888.889.7878.

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Started Dec 01, 2025, 11:11 PM UTC· resolved Dec 05, 2025, 06:32 PM UTC

1. investigating Dec 01, 2025, 11:11 PM UTC

   ***This notice is for credit unions that use Everlink for their switch provider" Please be advised that the November ATM and POS monthly volume charges have been delayed. Central1 is working with Everlink to resolve the issue. An update will be provided by 11 a.m. PT (2 p.m. ET) tomorrow, December 2. For any questions on this matter, please email the Central 1 Network Settlement team at [email protected].

2. investigating Dec 02, 2025, 08:27 PM UTC

   Central 1 continues to work with Everlink on the delayed November month-end volume charge files. We will provide another update by 3:30 p.m. PT (6:30 p.m. ET).

3. investigating Dec 02, 2025, 11:37 PM UTC

   ***This notice is for credit unions that use Everlink for their switch provider*** Central 1 continues to work with Everlink on the delayed November month-end volume charge files. An update will be provided by 11 a.m. PT (2 p.m. ET) tomorrow, December 3. For any questions on this matter, please email the Central 1 Network Settlement team at [email protected].

4. investigating Dec 03, 2025, 10:45 PM UTC

   Our apologies for the delayed update. There has been no significant progress in the resolution of this incident. Our technical team continues to work on the Everlink delayed file issue. We will provide another update by 12 p.m. PT (3 p.m. ET) tomorrow, December 4, or sooner if it is resolved before then. For any questions on this matter, please email the Central 1 Network Settlement team at [email protected].

5. investigating Dec 04, 2025, 08:51 PM UTC

   Our technical team continues to work on the Everlink delayed file issue. We will provide another update by 12 p.m. PT (3 p.m. ET) tomorrow, December 5, or sooner if it is resolved before then. For any questions on this matter, please email the Central 1 Network Settlement team at [email protected].

6. resolved Dec 05, 2025, 06:32 PM UTC

   The delayed Everlink files have now been posted to Central 1 accounts with an effective date of December 1. These amounts will show on the account as an LBF (Late Bank Fees). Thank you for your patience while this incident was being investigated. For any questions on this matter, please email the Central 1 Network Settlement team at [email protected].

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Started Dec 01, 2025, 09:05 PM UTC· resolved Dec 02, 2025, 03:09 PM UTC

1. investigating Dec 01, 2025, 09:05 PM UTC

   Some users are experiencing an accessibility issue with the Client Centre (clients.central1.com). We are conducting a thorough analysis of the systems involved and working toward resolving the issue. Here is a list of the direct URLs for some of the more commonly used applications accessible through them. Or you can use the https://ststaticwebsorrypage002.z9.web.core.windows.net/ URL. - 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://paymentstream.secure.central1.com/product/paymentstream/ for PaymentStream Direct - 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 We continue to work on resolving the access issue to the Client Centre and will provide another update by 2 p.m. PT (5 p.m. ET). Central 1 - [email protected] - [email protected] - 1.888.889.7878

2. investigating Dec 01, 2025, 10:02 PM UTC

   Keeping you informed during this incident is important to us. We’ll share another update with you by 3 p.m. PT today (6 p.m. ET), or as soon as we have significant developments to report on. Thank you for your patience. We’re working diligently to address the situation.

3. investigating Dec 01, 2025, 10:57 PM UTC

   Central 1 technical support continues to work on the Client Centre outage. For now, users can continue to use the direct links that were provided in the initial notice or those presented on the Sorry page when navigating to https://clients.central1.com. We will provide another update by 4:30 p.m. PT (7:30 p.m. ET).

4. identified Dec 02, 2025, 12:27 AM UTC

   Our external vendor has been fully engaged and is working with high priority to resolve the ongoing Client Centre outage. We will continue to partner closely with them until service is fully restored. In the meantime, users can continue accessing all applications through the direct links available on the Sorry Page. If you experience any issues or need assistance navigating these links, please reach out to Central 1 Support. We will provide our next update tomorrow at 8:00 a.m. PT (11:00 a.m. ET). Thank you again for your patience and understanding.

5. resolved Dec 02, 2025, 03:09 PM UTC

   Our external vendor and Central 1’s technical team have restored full access to the Client Centre. If you receive the "Sorry Page" when accessing the Client Centre, please clear your browser cache and try again with a fresh browser session. Central 1 - [email protected] - [email protected] - 1.888.889.7878

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Started Nov 28, 2025, 11:34 PM UTC· resolved Dec 02, 2025, 11:10 PM UTC

1. monitoring Nov 28, 2025, 11:34 PM UTC

   Please be advised that there is a delay with payments made on November 13 to Manulife Bank Visa and payments have not been applied to the vendor's accounts. We will ensure all delayed payments will be applied to accounts effective the original payment date. Only payments made on November 13 were affected. Central 1 is actively working with Manulife Bank Visa's lead bank. We will provide another update early next week. Central 1 – [email protected] – 1.888.889.7878, press 1

2. resolved Dec 02, 2025, 11:10 PM UTC

   Central 1 has resolved the issue with Manulife Bank Visa's lead bank. All payments have been applied to the applicable cardholder accounts effective the original payment date. Central 1 - [email protected] - 1.888.889.7878, press 1

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Started Nov 27, 2025, 02:30 PM UTC· resolved Nov 27, 2025, 04:19 PM UTC

1. investigating Nov 27, 2025, 02:30 PM UTC

   Some users are experiencing an accessibility issue with the Client Centre (Clients.Central1.Com). We are conducting a thorough analysis of the systems involved and working toward resolving the issue. Here is a list of the direct URLs for some of the more commonly used applications accessible through them. Or you can use the https://ststaticwebsorrypage002.z9.web.core.windows.net/ URL. - 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://paymentstream.secure.central1.com/product/paymentstream/ for PaymentStream Direct - 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 We continue to work on resolving the access issue to the Client Centre and will provide another update by 8:00 a.m. PT (11:00 a.m. ET). Central 1 - [email protected] - [email protected] - 1.888.889.7878

2. resolved Nov 27, 2025, 04:19 PM UTC

   Central 1 would like to confirm that the Client Centre is fully accessible when using the correct URL: https://clients.central1.com. Users experiencing access issues have been attempting to use the former Secure Site URL, which was officially decommissioned on January 15, 2024. Until yesterday afternoon, a redirect was in place; however, this is no longer active. Please ensure that any bookmarks or saved links to the old URL (https://www.secure.central1.com) are removed. All users needing to access the Client Centre should navigate directly to https://clients.central1.com. Central 1 - [email protected] - [email protected] - 1.888.889.7878

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Started Nov 27, 2025, 12:58 PM UTC· resolved Nov 27, 2025, 01:56 PM UTC

1. investigating Nov 27, 2025, 12:58 PM UTC

   Due to an Interac technical issue, today's e-transfer reports and files have been delayed. The EMCD, EMCU, and ECCX reports are not available. The e-Transfer EMTC/EMFC reconciliation files are also unavailable. An update will be provided by 9 a.m. PT (12 p.m. ET). Central 1 - [email protected] - 1.888.889.7878 option 1

2. investigating Nov 27, 2025, 01:24 PM UTC

   The e-Transfer EMTC/EMFC reconciliation files are now available. Central 1 - [email protected] - 1.888.889.7878 option 1

3. resolved Nov 27, 2025, 01:56 PM UTC

   Today's etransfer reports (The EMCD, EMCU, and ECCX) will be available tomorrow morning in the MERG report file and SFTP folders for all organizations. Central 1 - [email protected] - 1.888.889.7878 option 1

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Started Nov 25, 2025, 07:44 PM UTC· resolved Nov 25, 2025, 07:44 PM UTC

No vendor updates were posted for this incident.

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