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We are investigating an issue affecting customer report downloads. Some clients may experience downloaded reports appearing empty despite data being visible within the platform. Our team is actively investigating and working to restore normal functionality as quickly as possible. As a temporary workaround, clients may be able to access the required information directly from the report results displayed on-screen. No action is required at this time. We will continue to provide updates as more information becomes available.

The issue affecting customer report downloads has now been resolved. Customer report downloads are returning data as expected following mitigation work and completion of a historical data resync. We will continue to monitor the service to ensure stability. Thank you for your patience, and we apologize for any inconvenience caused.

**Issues Downloading Customer Reports**  **Overview**  On 29 October 2026, an issue began affecting customer report downloads. Some clients experienced downloaded reports appearing empty despite data being visible within the platform.  The issue was identified and publicly communicated on 29 October 2026. Following investigation and remediation, service was restored within 6 hours, and report downloads were confirmed to be returning data as expected.  **Client Impact**  A subset of clients may have experienced empty report downloads when exporting reports during the affected period.  The issue impacted the content of downloaded report files only. Data remained available within the platform and could still be viewed through the report results displayed on-screen.  No customer funds, transactions, or account balances were affected, and no customer action was required following restoration of the service.  **Root Cause**  The issue was caused by an interruption within the reporting data processing workflow that prevented reporting data from being correctly made available for some report exports. As a result, downloaded report files could be generated without the expected content.  To restore service, the team reverted to a previously stable processing path to prevent further impact and performed a historical data resynchronisation to restore affected reporting data. Following validation and customer testing, report downloads were confirmed to be functioning as expected.  To help prevent similar incidents in the future, we are reviewing the reporting workflow and implementing additional validation and monitoring controls to improve the early detection and remediation of data synchronisation issues.  Currencycloud Confidential

We are aware of an issue impacting the processing of support emails, where messages are being successfully delivered but are not consistently appearing within our support platform. Our teams are actively investigating this as a priority. In the meantime, where possible, please continue to submit requests via Direct. If you require assistance, please contact us through the Support section within the platform. We apologise for any inconvenience and will provide further updates as soon as they become available. For further guidance refer to Help Centre > Currencycloud Web Portals > Currencycloud Direct > Support Tickets FAQ https://support.currencycloud.com/hc/en-gb/articles/360020890340-Support-tickets-FAQ

We are aware of an issue impacting the processing of support emails, where messages are being successfully delivered but are not consistently appearing within our support platform. Our teams are actively investigating this as a priority. In the meantime, where possible, please continue to submit requests via Direct. If you require assistance, please contact us through the Support section within the platform. We apologise for any inconvenience and will provide further updates as soon as they become available. For further guidance refer to Help Centre > Currencycloud Web Portals > Currencycloud Direct > Support Tickets FAQ https://support.currencycloud.com/hc/en-gb/articles/360020890340-Support-tickets-FAQ

A mitigation was implemented on 19 October at 5:44 PM BST and monitoring is ongoing. Based on current findings, the issue was intermittent in nature and did not affect all inbound emails. Please contact Support if you continue to experience issues.

The issue affecting the processing of some support emails has been resolved. Investigation confirmed the impact was limited to intermittent email processing failures on 14 October, while other emails continued to be processed successfully. We will continue to monitor the service and work with Microsoft on a permanent resolution. If you experience any further issues, please contact Support.

## Overview Between 13 October and 19 October, we experienced an issue affecting the processing of a subset of support emails sent to Currencycloud. While emails were successfully delivered, some were not consistently appearing within our support platform for processing. A mitigation was implemented on 19 October, after which email processing returned to expected levels. Ongoing monitoring has not identified any significant recurrence of the issue. ## Client Impact A subset of clients may have experienced delays in the processing of support requests submitted via email during the affected period. The issue was intermittent and did not impact all incoming emails. Many support emails continued to be processed successfully throughout the incident. No customer action is required; however, clients who believe a support request was not processed during this period may contact Support for assistance. ## Root Cause Our investigation determined that the issue was caused by an unexpected email processing behavior within a service provider dependency used to route and process inbound support emails. To restore service, a temporary mitigation was implemented which successfully resumed normal email processing. Following the mitigation, monitoring confirmed that emails were being processed as expected. We continue to work with the service provider to complete the root cause investigation and identify any additional long-term improvements. A permanent solution will be implemented before the temporary mitigation expires to help prevent recurrence of this issue. Currencycloud Confidential

On 24 September 2026, some customers experienced authentication failures when accessing Currencycloud services via our API and platform. The issue was linked to a software release and was resolved by rolling back the change. Service was restored and monitoring has confirmed normal operation since recovery. A detailed root cause analysis is currently being completed and is undergoing internal review. Further information will be shared once that process is complete. We apologise for the disruption and thank our customers for their patience.

## **Overview** On 24 September 2026, some customers experienced authentication failures when accessing Currencycloud services through the platform and API. The issue occurred following a software release and affected customers' ability to successfully authenticate and access certain services. Once identified, the software change was reversed and service was restored. Monitoring following recovery confirmed normal operation. ## **Client Impact** * A subset of customers experienced authentication failures when attempting to access Currencycloud services through the platform and API. * Affected customers may have been temporarily unable to log in or access services requiring successful authentication. * No customer action was required after service was restored. * Services have continued to operate normally following recovery. ## **Root Cause** The incident was caused by a software release that introduced an error in the authentication process. Under certain conditions, the change prevented authentication activity from being processed correctly, resulting in authentication failures for some customers. Once the issue was identified, the software change was reversed, restoring the previous stable configuration and returning services to normal operation. Following the incident, a review was conducted to identify opportunities for improvement. Additional safeguards are being implemented within the release and validation process, including enhancements to monitoring and testing, to help detect similar issues more quickly and reduce the likelihood of recurrence. Currencycloud Confidential

An issue is currently affecting multiple API endpoints and is under investigation. A spike in server errors was detected and has since subsided with no further errors observed. We are monitoring the situation closely and will provide updates as the investigation progresses. Some customers may have experienced errors when accessing endpoints during the incident window. We appreciate your patience as we investigate the root cause and work to prevent recurrence.

We have identified the cause of the elevated error rates and implemented mitigation. A platform-wide node replacement event briefly left services without ready endpoints to handle requests. We have rolled back a recent deployment as a precaution and confirmed service stability has been restored. A small subset of requests may have experienced errors during the brief window when endpoints were unavailable. Our teams are actively monitoring the affected services to ensure full stability before returning to standard operations.

The issue causing intermittent API errors has been resolved, and services are operating normally. A number of API requests experienced transient failures during brief periods of elevated error rates; however, no further issues have been observed since mitigation was completed.

# Overview On 21 September 2026, a subset of API requests experienced intermittent errors across multiple API endpoints. The issue was identified at approximately 19:52 UTC and resolved by 20:41 UTC, with elevated error rates observed intermittently during that period. Services remained stable, and no further issues were observed following resolution. # Client Impact During the incident window, some clients may have experienced temporary failures when accessing API functionality, including payments, transactions, balances, conversions, and rates. The disruption was brief, and no data integrity issues, loss of funds, or customer action requirements were identified. # Root Cause The incident coincided with a routine infrastructure event within our production environment that resulted in a number of service instances being redistributed. During this transition, some requests were unable to be processed successfully, leading to a short period of elevated API errors. Once the issue was identified, the affected services were stabilized and monitored to confirm normal operation. Service performance returned to expected levels and remained stable for the remainder of the monitoring period. As part of our ongoing review process, we are evaluating additional safeguards around infrastructure transitions and service readiness checks to further reduce the likelihood of similar issues in the future. Thank you for your understanding as we continue to enhance the reliability and resilience of our services. ‌ ###### Currencycloud Confidential

We are currently investigating an issue affecting CAD payments processed through one of our banking partners. As a result, some customers may experience payment failures or delays in processing. Our teams are actively working with the provider to identify the cause and restore normal service as quickly as possible. We will continue to provide updates as more information becomes available.

We have not observed any further instances of the issue affecting CAD payments since 14 September, and payment processing continues to operate as expected. Our teams remain engaged with the banking partner to complete the root cause investigation into the initial subset of payment failures. While service remains stable, we will continue to monitor closely and provide further updates if new information becomes available.

CAD payment processing has remained stable since 14 September, with no repeat instances of the issue observed. As service has continued to operate as expected throughout the monitoring period, this incident is now considered resolved. We will continue to work with relevant network partners on follow-up actions and preventative measures arising from our review of the incident.

#### **Overview** On 14 September, a subset of CAD payments failed to complete successfully during a period of unusually high payment activity. The issue was identified through automated monitoring and investigated immediately. Throughout the incident, the wider platform remained available and operating normally. ‌ #### **Client Impact** A subset of clients experienced failed or delayed CAD payments during the incident window, which may have resulted in funds reaching beneficiaries later than expected. Affected payments required reprocessing once normal processing conditions were restored. We recognise the disruption this may have caused to clients and beneficiaries, particularly where payments were time-sensitive. No impact was identified to other currencies, products, or broader platform services. ‌ **Root Cause** The incident occurred when an unexpectedly high volume of CAD payments temporarily exhausted the available liquidity used to support payment processing. As a result, a number of payment requests could not be completed and were returned as failed. Our investigation confirmed that payment instructions were submitted correctly and that there were no application defects or operational errors within Currencycloud systems. Service returned to normal once sufficient liquidity became available, and no further occurrences were observed following the incident. Prevention and Improvements Following the incident, we reviewed our monitoring and liquidity management processes. While existing monitoring detected the issue as designed, we are implementing additional safeguards to provide earlier visibility of elevated payment activity and potential capacity risks. We are also working with our banking partners to review liquidity thresholds, monitoring arrangements, and escalation processes to reduce the likelihood of a similar event occurring in the future. These actions are intended to improve our ability to identify and respond to periods of exceptional payment demand before customer impact occurs. ‌ ‌ _Currencycloud Confidential_