Service Update – Customer Support Availability

Update timeline

1. investigating May 08, 2026, 09:41 AM UTC

   We are currently experiencing an issue affecting our phone support service, which may make it difficult for customers to reach us by telephone. Our teams are actively working to restore full phone support as quickly as possible. In the meantime, customers are encouraged to contact us via alternative channels, including email and in‑app support, where services remain available. Further updates will be provided as more information becomes available.

2. resolved May 08, 2026, 02:10 PM UTC

   The issue affecting our phone support service has now been resolved. All support channels, including phone, email, and in‑app support, are fully operational. We apologise for any inconvenience caused and thank you for your patience.

3. postmortem May 13, 2026, 08:03 AM UTC

   # **Overview** On May 8th 2026, an issue was identified that temporarily affected phone support availability. During the incident, customers may have experienced difficulty reaching support by telephone while the issue was investigated and resolved. Alternative support channels remained available throughout. # **Client Impact** Some customers were unable to contact phone support for a period of time. Other contact options, including email and in‑app support, continued to operate as normal and were available for assistance. # **Root Cause** The issue was caused by an internal connectivity and configuration problem affecting systems used to handle phone support calls, which led to service disruption until corrective actions were completed. ###### Currencycloud Confidential