Degraded Performance – EUR Payments via Direct Debit

Update timeline

1. investigating Jan 29, 2026, 03:41 PM UTC

   We are currently investigating an issue impacting EUR payments instructed via DIRECT. Some customers may experience delays or failures when submitting or processing these payments.

2. resolved Jan 29, 2026, 05:13 PM UTC

   The issue impacting EUR payments instructed via DIRECT has now been resolved. All payment submissions and processing are operating normally. We will continue to monitor closely.

3. postmortem Feb 04, 2026, 09:24 AM UTC

   **Overview** An issue occurred after a production release, which caused degraded performance for EUR payments submitted through the DIRECT portal. The incident was detected when payment processing began returning errors inconsistent with expected behaviour. **Client Impact** Clients using the DIRECT portal experienced delays and failed attempts when submitting or processing EUR payments. The disruption persisted until the service was restored and payment processing returned to normal performance. **Root Cause** The issue originated from a logic gap introduced during a production release, where beneficiary verification was incorrectly executed for unsupported currency flows. Null configuration values were incorrectly resolved as enabled, causing unintended verification attempts and resulting in payment failures. **Remediation** The issue was mitigated by rolling back the affected release, which immediately restored expected processing behaviour. Preventative measures were implemented to restrict verification logic to the appropriate currency path, correct configuration handling, and strengthen test coverage to avoid similar regressions. ###### Currencycloud Confidential