Is Currencycloud down?

We are currently investigating an issue affecting one of our non-production demonstration environments. The issue is impacting access to and functionality within the demo environment only. There is no impact to Currencycloud production services, client funds, payment processing, or live customer activity. All production systems remain fully operational. Our teams are actively working to restore the affected demo environment, and we will continue to monitor progress until service has been fully recovered.

The issue affecting one of our non-production demonstration environments has now been fully resolved, and services have returned to normal operation. The disruption was limited to the demo environment only. There was no impact to Currencycloud production services, client funds, payment processing, or live customer activity at any point during the incident. Following remediation and validation activities, the affected demo services have been restored and are operating as expected. We will continue to monitor the environment as part of normal operational oversight.

## Overview On 14 September 2026, we experienced a disruption affecting one of our non-production demonstration environments. This impacted access to balances and related account functionality within the demonstration environments only. Service restoration activities began immediately after detection, and core functionality was restored the same day. Following additional validation and recovery activities, the incident was fully resolved on 15 September 2026. ## Client Impact A subset of users accessing the DEMO environment may have experienced limited visibility of balances and using certain associated features during the affected period. The disruption was limited to non-production demonstration services. There was no impact to Currencycloud production services, client funds, payment processing, or live customer activity. No customer action was required. ## Root Cause The incident was caused by an unintended infrastructure configuration change within the DEMO environment. This resulted in the temporary unavailability of a component supporting balances and related functionality in the DEMO environment. To restore service, our engineering teams rebuilt the affected database resources, re-established the required configuration, and validated functionality across the environment. Additional reviews were completed to confirm that production systems and other environments were not affected. Corrective actions have been identified and are being tracked to strengthen infrastructure controls and reduce the likelihood of similar incidents occurring in the future. Following successful restoration and validation, the DEMO environment returned to normal operation. Currencycloud Confidential

We are currently investigating delays affecting the delivery of webhook notifications. Our teams are actively reviewing the issue and working to restore normal service. We will provide further updates as more information becomes available. No client action is required at this time.

We have identified the cause of delays affecting webhook notification delivery and are implementing a phased remediation plan. Our immediate priority is to restore normal processing rates and reduce the backlog of delayed notifications. In parallel, Engineering is implementing a corrective change to address the underlying issue and prevent recurrence. Clients may experience delays in receiving webhook notifications while recovery activities are ongoing. We are actively monitoring progress and will continue to provide updates as service recovers. No client action is required at this time.

Webhook notifications continue to be processed and delivered, although some clients may still experience delays while recovery activities remain in progress. Engineering has deployed an additional change designed to reduce database load and improve processing throughput. This update is currently being rolled out and early indicators show backlog volumes continuing to reduce. In parallel, a further corrective change addressing the underlying cause has been identified and is undergoing final review prior to deployment. We are actively monitoring service performance and backlog reduction as processing returns to normal levels. No client action is required at this time.

Webhook notifications are being processed and delivered normally. The backlog of delayed notifications has been fully cleared and service continued to operate throughout the incident. Engineering has implemented remediation measures and no further delays are expected. We will continue to monitor the service as part of normal operations. No client action is required.

# Overview On Tuesday 8 September 2026, some customers experienced two periods of delay in receiving webhook notifications from Currencycloud. The first period occurred between 07:23 and 10:05 UK time, and the second between 14:01 and 17:10 UK time. During these periods, webhook events continued to be generated but accumulated temporarily within the notification processing queue and were delivered later than expected. Processing recovered and the queue returned to normal after corrective changes were deployed and recovery was validated. # Client Impact Customers using webhook notifications experienced delays in receiving transaction, funding and bank transfer updates during the two affected periods. This reduced real-time visibility and may have delayed automated workflows that depend on webhook receipt. Underlying transactions, funding activities and bank transfers continued to process successfully, and the Currencycloud platform remained available. Most delayed notifications were delivered as processing recovered. Subsequent validation identified notifications requiring targeted replay or recreation, and these were taken forward through controlled post-incident remediation. If you believe a specific notification remains missing, please contact your Currencycloud representative or Support with the relevant transaction reference so it can be investigated. No customer action was required to restore service. The incident affected the timing of notification delivery rather than the accuracy of the underlying transaction or payment records. No customer fund impact, security concern or financial loss was identified. # Root Cause The repeat delays were caused by retry-related processing within the webhook notification service. When an expected event record could not be found during retry validation, the same notification could be retried repeatedly, increasing database activity and temporarily reducing processing throughput. A further inefficient database lookup contributed to the load. This caused webhook events to build up in the queue until processing capacity recovered. Currencycloud deployed corrective changes to reduce database load, address the retry amplification behaviour and improve processing stability. The service was monitored until the queue returned to normal and webhook delivery resumed at expected levels. Further work includes completing the permanent indexed lookup, strengthening dependency-readiness controls, improving retry and dead-letter handling, and enhancing monitoring and controlled notification replay capabilities. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting the functionality to create EUR virtual accounts.

The incident has been resolved. A connector within our service had failed and did not re-establish connectivity. The connector is now running and further investigation to prevent re-occurrence will be carried out.

# Overview On 5 September 2026, Currencycloud identified an issue affecting the creation of Virtual Accounts through one of our network partner integrations. New Virtual Account requests were received but were not being successfully processed, resulting in delays to account creation. The issue was investigated and resolved, after which the backlog of pending requests was successfully processed and normal service resumed. # Client Impact Clients requesting new Virtual Accounts through the affected network partner experienced delays in account creation during the incident window. Once service was restored, all queued requests were processed successfully and normal account creation resumed. No existing Virtual Accounts, customer funds, transactions, or account balances were impacted by this issue. # Root Cause The incident was caused by a failure within an internal message-processing component responsible for transferring Virtual Account creation requests between systems. Following a database connectivity issue, the component stopped processing requests, preventing new Virtual Accounts from being created and causing requests to accumulate in a backlog. Restarting the affected component restored normal processing and allowed all queued requests to be completed. Following the incident, monitoring and alerting were enhanced to provide improved detection and recovery guidance should a similar issue occur in future. ‌ ##### Currencycloud Confidential

We are currently investigating an issue affecting webhook notification delivery for some Currencycloud customers. Customers may experience delayed or missing webhook notifications for transactions, funding events, and bank transfers. We have received reports from multiple customers and are actively working to determine the scope and cause of the issue. Our teams are investigating with the highest priority and will provide updates as they become available. We apologize for any inconvenience and appreciate your patience while we work to resolve this issue.

We have mitigated the issue affecting webhook notification delivery. A targeted fix has been successfully deployed to production, and webhook notifications are now being processed and delivered. The queue of delayed notifications is reducing, and current recovery indicators show the service is operating as expected. Underlying transactions, funding events and bank transfers continued to process successfully throughout the incident. Current evidence indicates that webhook notifications were delayed and retained for delivery rather than lost, although delivery validation remains ongoing. No client action is required at this time.

The production fix remains in place and has addressed the original issue that caused webhook notifications to accumulate. During recovery, processing of the existing backlog has slowed due to database load, and Engineering is investigating the safest way to resume and accelerate clearance without placing additional pressure on the service. This is not currently considered a recurrence of the original incident. It relates to processing the unusually high volume of notifications already queued. Underlying transactions continue to process normally, but clients may continue to experience delays in receiving webhook notifications while backlog recovery is completed.

The production fix remains deployed and addressed the original issue that caused webhook notifications to accumulate. However, processing of the existing backlog stopped at approximately 14:40 BST, and delayed notifications are not currently progressing through the queue. Engineering is actively investigating the cause and assessing the safest recovery action while preserving all queued webhook events. Current evidence suggests this remains related to processing the unusually high backlog volume rather than a new issue affecting underlying transactions. Transactions continue to process normally, but clients will continue to experience delayed webhook notifications until backlog processing resumes. We will provide a further update once sustained processing and queue reduction have been restored.

The production fix remains deployed and has addressed the original issue that caused webhook notifications to accumulate. However, processing of the retained backlog has stopped again, and delayed notifications are not currently progressing through the queue. Engineering Teams are actively investigating a secondary issue affecting backlog processing and is working to restore delivery while preserving all queued webhook events. Underlying transactions continue to process normally, but clients will continue to experience delayed webhook notifications until backlog processing resumes. No data loss has currently been identified. We will provide a further update once sustained processing and queue reduction have been restored.

Webhook processing has resumed and delayed notifications are being delivered. Engineering is continuing to investigate an intermittent issue that is causing backlog processing to pause and restart, with recovery efforts focused on maintaining stable processing until all queued notifications have been delivered.

Webhook processing remains active and delayed notifications continue to be delivered. Overall queue volumes have reduced by approximately 70%, including both the original backlog and newly generated webhook events. Engineering continues to investigate the intermittent behaviour causing backlog processing to pause and subsequently resume. Whilst recovery is progressing and queue volumes continue to reduce, processing rates have varied during the recovery period and investigation remains ongoing to identify the underlying cause and restore consistently stable processing. Underlying transactions continue to process normally and no data loss has currently been identified.

Webhook processing remains active and delayed notifications continue to be delivered. Overall queue volumes have reduced by approximately 85%, including both the original backlog and newly generated webhook events. Engineering continues to investigate the intermittent behaviour causing backlog processing to pause and subsequently resume. Whilst recovery is progressing and queue volumes continue to reduce, processing rates have varied during the recovery period and investigation remains ongoing to identify the underlying cause and restore consistently stable processing. Underlying transactions continue to process normally and no data loss has currently been identified.

The issue affecting webhook notification delivery has now been resolved. All queued webhook notifications, including the backlog accumulated during the incident, have been successfully processed and delivered. Throughout the recovery period, Engineering investigated intermittent processing behaviour that caused backlog processing to pause and subsequently resume. Recovery actions were completed successfully, processing stability was restored, and queue volumes returned to normal operating levels. Underlying transactions continued to process normally throughout the incident and no data loss has been identified. Recovery validation has been completed and the service is operating as expected.

# Overview Between the afternoon of Thursday 3 September 2026 and the evening of Friday 4 September 2026 \(UK time\), some customers experienced delays receiving webhook notifications from Currencycloud. During this window, a backlog built in the system responsible for delivering these notifications, which meant that notifications were sent later than expected. The underlying issue was identified, and a fix was deployed on Friday 4 September 2026 \(13:29 UTC\), and the resulting backlog was fully cleared by the evening of the same day. # Client Impact A subset of customers who receive webhook notifications experienced delays of up to approximately 24 hours during this window. Once the fix was deployed and the backlog cleared, the large majority of delayed notifications were delivered automatically with no need for any customer action. In a small number of cases, individual notifications did not resend automatically once the backlog cleared. The Engineering Team proactively identified these cases as part of the post-incident review and have been manually redelivering them. If you believe you are still missing a specific notification, please contact your Currencycloud representative or Support and we will investigate and resend it. No action is required from customers because of this incident. The underlying data and payment records referenced by any delayed or resent notifications were not affected. This incident affected only the timing of notification delivery, not the accuracy of the information contained in them. # Root Cause The delay was caused by a performance issue in the database supporting our notification delivery system, which caused it to run under sustained heavy load. This was triggered by an interaction between a recent internal software change and routine infrastructure maintenance activity, which together created conditions that had not previously occurred in combination. As load increased, the system fell behind in processing new notifications, and a backlog built faster than it could be cleared. Once the root cause was identified, we deployed a fix to resolve the underlying performance issue and took manual steps to clear residual load on the affected database so that the backlog could drain at its normal rate. We have since added additional monitoring to detect this specific class of issue earlier and are implementing further safeguards in our notification delivery pipeline to prevent a recurrence. ‌ ##### Currencycloud Confidential

We have identified an issue impacting payment processing. As a result, some payments may experience delays. Our teams are actively investigating the issue and working to restore normal service as quickly as possible. Further updates will be provided as more information becomes available.

The issue impacting payment processing was related to payment status updates only. All payments continued to be processed and executed as instructed. Due to an internal technical issue, we identified a delay in payment status updates being reflected within the platform. As a result, a subset of customers across multiple currencies and payment routes may have seen payments remain in an intermediate status for longer than expected, despite the payments being processed successfully. The issue was successfully resolved on 1 September 2026. All payment statuses have since been updated correctly, and no delays were experienced in the underlying processing or execution of payments. The service is operating normally. We apologise for any inconvenience caused.

## Overview  On 1 September 2026, customers may have experienced delays in payment status updates within the Currencycloud platform. During the incident, some payments remained in a submitted status for longer than expected, despite having already been successfully processed.  The issue was related to the display and progression of payment statuses within the platform rather than the execution of payments themselves.  The incident was resolved on 3 September 2026 following recovery of the affected payment statuses and completion of reconciliation and ledger validation activities.  ## Client Impact  A subset of customers may have observed payments remaining in an intermediate status within the Currencycloud platform for longer than expected.  While payment statuses were not updating correctly, payments continued to be processed and executed as instructed. Customers may therefore have seen an inaccurate status displayed despite the underlying payment having been successfully processed.  Following recovery activities, all affected payment statuses were updated and reconciled. No action was required from customers.  ## Root Cause  The incident was caused by a technical dependency issue introduced during a routine platform configuration change. Under specific circumstances, a service responsible for processing payment status updates was unable to successfully retrieve information required to complete payment status progression.  As a result, a subset of payments remained in a submitted status despite having already been processed. The issue affected payment status updates only and did not prevent the successful execution of customer payments.  Once identified, the affected payments were recovered and progressed to their correct status. Additional configuration changes were implemented to ensure service communications follow the intended routing path, and further review actions have been established to strengthen validation, monitoring, and dependency management processes.  The service is operating normally, and preventative improvements are being tracked through follow-up actions to reduce the risk of similar issues occurring in the future.  Currencycloud Confidential