Currencycloud Outage History

# Overview On 20 July 2026, we experienced an internal systems issue that affected access to certain operational tools. The issue was identified and resolved by our teams and service providers, with service subsequently restored # Customer Impact There was no material impact to customer-facing payment services. Following review, no critical customer processes or services were missed during the incident. # Root Cause The issue originated within an internal technology service used to support operational access. Corrective actions were implemented and service was restored. ‌ ##### Currencycloud Confidential

# Overview On June 27, 2026, we identified an issue affecting a subset of DKK local payments, where a sweep submitted to a network partner was not successfully processed, resulting in delays to associated payments. The incident was fully resolved on June 29, 2026, following successful processing of the sweep by the network partner and completion of the impacted payments. # Client Impact A subset of customers experienced delays to DKK local payments. Once the outstanding sweep was processed, impacted payments were completed. No customer action was required. # Root Cause An external network partner did not process a funding sweep within the expected timeframe. As a result, associated payments remained pending until confirmation of the sweep was received. Processing resumed once the sweep was completed. ###### Currencycloud Confidential

# Overview On June 15, 2026, we identified an issue affecting a subset of RON local payments, where a payment file sent to a network partner was not successfully processed, resulting in delays. The incident was fully resolved within approximately 42 hours and 30 minutes following successful re-submission of the file. # Client Impact A subset of payments were delayed and remained in a submitted state during the incident. All payments were processed successfully after resolution. No client action was required, and there were no data integrity, security, or financial impacts. # Root Cause The network partner received an incomplete payment file, which could not be processed. Internal checks confirmed that the file was complete on our side, indicating the issue likely occurred during transmission. The file was successfully re-submitted, resolving the issue. ‌ ##### Currencycloud Confidential

# 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