Currencycloud Outage History

# Overview An issue had occurred when an external configuration change blocked inbound payment funding flows and prevented normal funds processing. Normal operation was restored after the block was reverted through coordination with the external partner. # Client Impact Clients experienced temporary delays to SEPA credit transfers submitted during the affected period. All impacted payments were later processed once funding had been restored. # Root Cause The incident was caused by an external configuration error in which an inbound payment restriction was applied too broadly to Currencycloud accounts. This misconfiguration prevented funding from being credited and created downstream processing delays. # Remediation The restriction was promptly reverted in collaboration with the network partners, allowing funding flows to resume. Impacted payments were reprocessed and monitored until completion.

# Overview Some customers saw incorrect status information for RON payments with a value date of 29/12, where payments appeared as “submitted” instead of completed. All payments were processed successfully and on time with no delays . # Root Cause The issue was caused by a temporary synchronization failure with our Network Partner payment processing system and the internal status display platform. While payments were completed correctly, the confirmation messages were not reflected properly in the status display, resulting in outdated payment statuses. # Remediation and Prevention The issue was promptly resolved by correcting the affected payment statuses and successful processing. To help prevent similar issues in the future, additional monitoring will be implemented to detect status mismatches and strengthen the reliability of status updates for specific payment dates and corridors.

**Overview** An issue occurred where funding transactions became stuck in the screening stage, resulting in delays in processing. Normal processing was restored after corrective actions were applied to the affected services. **Client Impact** Clients experienced delays in funding availability, so their account balances did not reflect deposits as quickly as expected. **Root Cause** The delays were caused by communication failures between internal services due to DNS instability. This prevented completion updates from propagating, leaving transactions in intermediate states. **Remediation** DNS infrastructure was remediated, enabling services to resume normal communication and clear the backlog. ‌ ###### Currencycloud Confidential

**Overview** Between 11:32 AM and 4:00 PM UTC on 18th November 2025, customers experienced intermittent access issues to the Direct portal and API due to an external service provider disruption. During the incident, some users were unable to log in to the Direct portal or connect via the API. No customer data was lost or compromised. **Resolution & Next Steps** The provider fully resolved the underlying issue by 16:00 UTC. Following restoration, our team conducted internal remediation checks to confirm that all services were operating normally. A formal notification was issued via our status page the following day. We continue to monitor systems closely and maintain coordination with the provider to help prevent future disruptions. We appreciate your patience and apologise for any inconvenience caused during the incident.

# Overview On the evening of the 17th November, some clients experienced intermittent issues when creating conversions or retrieving FX rates. The issue was traced to an unexpected disruption with our third-party FX provider. # Client Impact A number of Clients encountered errors when attempting to create conversions or access live FX rates. No data integrity issues occurred, and all systems are now fully operational. # Root Cause A service disruption at our FX provider caused intermittent failures in rate retrieval and conversion creation. We are working with our FX provider to improve monitoring and alerting to detect and mitigate similar issues more quickly. Additionally, we are enhancing our internal fallback logic and observability around FX rate ingestion.

**Overview** An elevated error rate was observed across key API services, temporarily resulting in degraded performance. The issue was promptly resolved following a configuration rollback. **Client Impact** A number of Clients experienced intermittent issues creating new beneficiaries and encountered delays when interacting with payment-related endpoints. The disruption was temporary and confined to a limited period, during which some services remained partially available while others were intermittently affected. **Root Cause** A Redis authentication change to IAM credentials prevented successful connections, causing downstream failures. The resulting database connection exhaustion impacted multiple dependent services. **Remediation** The Redis configuration was reverted to restore connectivity. Additional health checks and investigation into IAM failures are planned to prevent recurrence. ‌ ###### Currencycloud Confidential

**Overview** An incident regarding potential USD payment processing delays was investigated and resolved. Communications were issued and Banking Partner systems were monitored throughout. **Client Impact** Payment processing was confirmed to have operated normally, and no client impact was observed. Potential delays were communicated proactively while systems were monitored. **Root Cause** External vendor systems used by our Banking Partner experienced service disruptions due to wide cloud service outages, that could lead to slower wire processing. **Remediation** The Banking Partner restored normal processing by resolving the underlying vendor system issues. Ongoing monitoring was conducted to ensure service stability and prevent recurrence. ‌ ###### Currencycloud Confidential

# Overview A service disruption was experienced on the Direct platform, initially affecting login access and subsequently payment creation. The incident was promptly resolved, and normal service was restored. # Client Impact A number of customers were unable to log in or complete payments via Direct. Support channels were engaged as portal access and payment flows were unavailable for an approximately 2-hour period. # Root Cause Legitimate login requests were blocked by an overly broad custom web application firewall rule matching specific content patterns. Subsequent payment validation was blocked by additional content‑scanning rules within the same firewall suite. # Remediation The blocking firewall rule was revised, and the related content‑scanning rules were disabled to restore normal request handling. Post‑change verification was completed, the status page was updated, and monitoring was increased.

# Overview: On Monday 20th October, we experienced a brief disruption across some of our services due to a broader, industry-wide issue originating from Amazon Web Services \(AWS\), our cloud service provider. # Impact: A small subset of clients using multi-factor authentication \(MFA\) via SMS encountered login and payment authentication difficulties. Majority of users were able to bypass this by switching to Push notification authentication. # Resolution: AWS identified and resolved the root cause, with impact resolved within 24 hours. We appreciate you’re understanding and patience during this external incident.

# Summary Between 8 and 9 October 2025, our network partner experienced an issue affecting a small subset of CHF \(Swiss Franc\) payment notifications. While all CHF payments processed successfully and on time, some customers did not receive the corresponding payment notifications as expected. The issue was quickly identified and confirmed to be related to notification delivery only, no impact occurred to the underlying payment processing. A fix was implemented within 24 hours, and we continued monitoring closely to ensure no recurrence. Monitoring confirmed the issue was fully resolved, with no further customer impact. We apologise for any inconvenience caused and appreciate your patience as we worked to resolve this promptly.

### **Incident Summary** On the evening of Sunday 28th September, we posted a precautionary message to our status page after a small number of clients experienced issues retrieving FX conversion rates across multiple currencies. We immediately engaged with our third-party providers, quickly identified the root cause, and restored service within 30 minutes. ### **Impact** FX rates were unavailable for multiple currencies for approximately 30 minutes. All affected requests have since been successfully processed.

# **Summary** On September 19, we experienced a temporary delay in processing local GBP payments due to an internal technical issue. The issue was quickly identified and resolved. All impacted payments were successfully processed in line with their instructed value date. Clients may have experienced a short delay during this time, and we sincerely apologise for any inconvenience caused. We appreciate your understanding and remain committed to ensuring the reliability of our payment services.

**Overview** An incident was declared after reports of payment processing delays, primarily affecting Swift payments. The issue was quickly investigated and resolved, restoring normal service. **Client Impact** Some payments remained in a pending state for longer than expected. This resulted in a temporary delay in payment processing for affected clients. **Root Cause** The incident was caused by a newly introduced job running at an unusually high frequency, which led to the consumption of available execution slots in the scheduling system. This prevented other essential jobs from executing, creating a backlog and temporarily delaying payment processing. **Remediation** The problematic jobs were disabled, system resources were increased, and the scheduling service was restarted to clear the backlog. Additional safeguards will be implemented to prevent excessive job scheduling from impacting critical processes in the future. ###### Currencycloud Confidential

# Overview A recent update resulted in a technical issue affecting a small number of local EUR payments, which failed with the error message "Technical error." Our teams promptly identified the root cause and applied a fix. The system is now operating normally, and payments are processing as expected. # Client Impact A limited number of payments were not successfully processed during the affected period. If you have received a failed status for any impacted payments, we kindly ask that you re-instruct those payments at your earliest convenience. We apologise for any inconvenience caused and appreciate your continued understanding.

# Overview A system update impacted the setup of new EUR Virtual IBANs, resulting in a temporary delay to some EURO payments for newly added payers. Payments for existing payers continued to process as normal. The issue was quickly identified and fully resolved with services operating as expected. # Client Impact A small number of EURO payments were delayed by one day. We appreciate your patience and understanding.

# Overview We experienced a disruption that temporarily impacted the delivery of customer notification emails. A fix was implemented, and normal service has since been restored. # Client Impact During the event, email delivery was delayed for a period up to 15 hours. # Root Cause The issue was caused by a disruption in the internal messaging system that temporarily delayed email processing. Service was restored by restarting affected components, and the backlog was processed without any additional interruptions. # Remediation We have taken steps to address the issue and are continuing to monitor the system to ensure ongoing stability.

# Overview A recent infrastructure change was made to improve account security in the platform. An incorrect configuration change caused an outage of the payments platform. # Client Impact Multiple platform services became unavailable, affecting key client-facing functions including payment processing. The outage delayed a portion of transactions for a number of users and impacted key payment rails. # Root Cause An implicit rule granting default permissions was removed when new user accounts were added. The removal was not clearly indicated in deployment logs, so the issue was not identified beforehand. # Remediation The change was reverted to restore access, and service was brought back online. Manual updates were applied to restore normal operations and prevent recurrence. ‌ **Currencycloud Confidential**

# Overview A recent infrastructure change was made to improve account security in the platform. An incorrect configuration change caused an outage of the payments platform. # Client Impact Multiple platform services became unavailable, affecting key client-facing functions including payment processing. The outage delayed a portion of transactions for a number of users and impacted key payment rails. # Root Cause An implicit rule granting default permissions was removed when new user accounts were added. The removal was not clearly indicated in deployment logs, so the issue was not identified beforehand. # Remediation The change was reverted to restore access, and service was brought back online. Manual updates were applied to restore normal operations and prevent recurrence. ‌ **Currencycloud Confidential**