Currencycloud Outage History

# Overview On 19 May 2026, an external industry-wide issue was identified affecting local EUR payments, where a sub-set of payments failed with the failure reason “RJCT reason: Technical problem. Try again.” The external issue was subsequently resolved, internal impact analysis was completed, and the incident was formally marked as resolved. Services returned to normal, and local EUR payments could be processed as expected. # Client Impact During the incident, a subset of payments were failed back to the Client due to a Euro central bank clearing issue. All affected payments failed back to the remitter account. Customers with previously failed payments may need to resubmit their transactions. # Root Cause The issue was caused by an industry-wide disruption affecting external clearing infrastructure used for SEPA Instant / RT1 processing. ‌ ###### Currencycloud Confidential

# **Overview** On May 8th 2026, an issue was identified that affected the way status updates were displayed for local EUR payments. While payments continued to process normally, some statuses did not update in real time due to increased processing volumes. The issue was investigated, corrected, and status updates returned to normal. # **Client Impact** During the incident, a subset of local EUR payments temporarily displayed an incorrect status, such as remaining marked as “Submitted.” There was no impact to payment execution or settlement, and all payments were processed as expected. # **Root Cause** The issue was caused by an internal processing backlog triggered by an unusually high volume of payments released via our network partners within a short time frame. This delayed the handling of completion updates, resulting in slower status updates until processing capacity recovered and the backlog cleared. ###### Currencycloud Confidential

# **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

# **Overview** On May 7th 2026, an issue was identified that caused intermittent errors during two‑factor authentication for a subset of users. The problem was detected through monitoring and user reports, and teams investigated to isolate the cause. Once identified, changes were made to stabilize authentication behavior and restore normal access. # **Client Impact** During the incident, some users experienced intermittent difficulty completing multi‑factor authentication when logging in. The issue was temporary, did not affect all users, and normal login functionality was restored once the corrective actions were completed. # **Root Cause** The incident was caused by an internal application change related to session handling that unintentionally affected the authentication flow. This resulted in elevated error rates during multi‑factor authentication until the change was rolled back and stability was restored. ###### Currencycloud Confidential

# **Overview** A high volume of RON payments experienced delays in status updates, remaining in a “submitted” state longer than expected. The issue primarily affected larger batch submissions. # **Client Impact** Payments were processed as expected however, status updates were delayed, causing transactions to remain in a “submitted” state longer than usual. # **Root Cause** The delay was caused by processing constraints on the side of our network partner following increased volumes after a bank holiday, which impacted the timely issuance of status updates. # **Remediation** We confirmed that payments were successfully received and processed by our network partner and continued to monitor progress to completion. We are working closely with the partner to improve the timeliness of status updates and reduce the likelihood of similar delays during peak volume periods.

# **Overview** On 2 April 2026, the production API experienced a temporary service disruption, resulting in increased request failures and timeouts. The issue was identified and resolved following the rollback of a recent internal change. # **Client Impact** Clients experienced intermittent failures, including authentication issues and timeouts when accessing the production API, leading to temporary service disruption. # **Root Cause** The incident was caused by an internal deployment change that impacted connectivity between the API Gateway and upstream services, affecting request processing. # **Remediation** The impacted change was rolled back, restoring normal service. A full root cause review is underway, with improvements being made to deployment controls and validation processes.

# **Overview** An issue impacted the processing of certain DKK payments, where payments did not progress as expected despite funds being successfully received by our DKK network partner. # **Client Impact** Some payments experienced delays in completion. The majority were processed on the same day, with a small number completing the following business day. # **Root Cause** The delay was caused by a processing gap on the side of our DKK network partner, where incoming funds were not promptly applied, preventing payments from completing as expected. # **Remediation** The issue was resolved following intervention with our DKK network partner to apply the funds and complete processing.

# **Multiple issues on API DEMO** ## **Overview** Between 11–12 March 2026, some users of the API Demo environment experienced difficulties signing in and accessing certain test endpoints. This occurred during routine improvements to the demo gateway. ## **Client Impact** Affected users saw messages such as invalid credentials or 429 rate‑limit responses. This only affected testing activity in the demo environment for a limited period. ## **Root Cause** The situation arose when the Demo environment briefly began using a newer gateway that expected a different token format. Since many users were still using the previous format, this created compatibility issues that led to the authentication and rate‑limit behaviour observed. Returning the environment to the earlier gateway immediately restored all expected functionality. Currencycloud Confidential

# Overview A certificate used by the Swift Microgateway service reached its expiry. resulting in a number of requests passing through the gateway returning with “expired certificate” error messages. # Client Impact The Swift payment tracking flow experienced temporary failures. # Root Cause The issue stemmed from the certificate lifecycle reaching its end, which only became visible once the expiration date was reached on live hosts. Once each host was updated, connectivity and authentication validated successfully.

# Overview On 2026-02-20 between 15:30 UTC and 18:34 UTC, a number of clients were unable to obtain pricing for KWD currency pairs via our FX Provider Services. All other currency pairs operated normally. The issue was promptly resolved once pricing was restored by our external provider. # Client Impact Impact was limited to KWD currency pairs. Clients requesting KWD spot or forward rates during the affected period received “No Price Available” responses. No further impact on client trades # Root Cause The incident was caused by a temporary outage at our external FX provider, which prevented them from supplying KWD pricing. Connectivity remained intact, and pricing resumed once the provider restored service. Pricing resumed at 18:34 UTC, and services are fully operational.

# **Overview** During a development rollout for the Bulk Upload feature, the new flow did not consistently retain the “on behalf of” \(OBO\) account behaviour. # **Client Impact** A very small number of records were created under the house account instead of the intended sub‑accounts during Bulk Upload activity. # **Root Cause** A recent update to the bulk‑upload process introduced a change in how account information was passed between internal services. In certain cases, this caused the system to default to the house account instead of the selected sub‑account. The issue was quickly identified and corrected. ‌ ‌ ‌ ‌ ‌ **Currencycloud Confidential**

# Overview Between 17:15 and 17:31 UTC, some FX transactions in select GBP currency pairs experienced intermittent failures affecting trade date amendments and executions. The issue was identified and resolved within 16 minutes. # Client Impact Impact was limited to specific GBP pairs, with no confirmed financial or data integrity impact. All other FX services operated normally. # Root Cause The incident was caused by a temporary disruption involving an external network partner supporting certain FX transaction flows. # Remediation Connectivity was restored following corrective measures by the partner, and services are now fully operational with continued monitoring in place.