Is Modulr Finance down?

We are currently experiencing intermittent issues for inbound and outbound SEPA payments, where some payments that have been sent to our SEPA scheme provider are failing. If your payment has reached a final status, you can retry these payments. We are working as quickly as possible to resolve this incident. If you have any further questions, please feel free to reach out to [email protected].

We can confirm that all inbound and outbound SEPA payments are processing as expected. If you had any payments fail during this period, please feel free to retry these at this time. If you have any further queries, please feel free to reach out to [email protected]

We are currently experiencing intermittent degraded performance with the system we use to send and receive emails. As a result, some emails may be delayed or may take longer than usual to reach our team or our customers. Affected emails are typically queued and retried automatically, so no action is required from customers at this time. While some emails may be delayed, we expect messages to be delivered once the issue is resolved. Our provider is actively investigating the issue and working with their partners to restore normal service as quickly as possible. Impact - Intermittent delays to inbound and outbound emails. - Some email responses may take longer than expected. - This may affect any customer-facing teams or teams that liaise externally on behalf of Modulr, resulting in delays to email communications. What should customers do? If your query is urgent, please contact our Customer Support team by phone on 0303 313 0060 rather than waiting for an email response. We apologise for any inconvenience caused and will provide further updates as more information becomes available.

We are continuing to investigate this issue.

We have been notified that this issue has now resolved. Please feel free to reach out via email to [email protected] if you have any queries.

We can confirm that BACS early funding has processed as expected. However inbound BACS payments due for payment today have not yet been credited. Normally these payments are credited in the early hours of the morning. We are investigating the issue urgently and will keep you updated as we work to apply these payments. Please accept our apologies for any inconvenience caused and if you require any further support in relation to this issue please do not hesitate to contact us: [email protected]

We have identified the cause of the issue and are currently in the process of deploying a fix which will allow us to successfully process the inbound BACS payments, we expect all payments to be successfully processed by 1pm. We will continue to keep you regularly updated as we work to resolve this issue.

We are pleased to provide you with an update on the inbound BACS payments that were delayed this morning. We have identified and deployed a fix to resolve the issue. Inbound BACS payments have now all been applied to the accounts as expected. As part of our resolution process, we are conducting a full investigation into the underlying cause of this delay. We are committed to implementing the necessary measures to prevent any further related issues from occurring. We appreciate your patience whilst we worked to resolve this matter, and we will continue to monitor the situation closely over the coming hours to ensure stability. Please accept our apologies for any inconvenience caused and if you require any further support in relation to this issue please do not hesitate to contact us: [email protected]

We are currently experiencing an intermittent issue affecting the onboarding flow for new customer creation using our API. Customer records are being created successfully; however, customers are placed into a “blocked” status, preventing account opening for the affected customers. We have identified the issue affecting customer creation, which is related to the screening of accounts not functioning as expected. Our incident team is working as quickly as possible to resolve this and we will provide a further update shortly. We sincerely apologise for the disruption caused and understand the impact this may have. If you require further support, please contact [email protected].

Our Incident team is actively monitoring performance and continues to observe major ongoing improvements. Our third-party automated screening service provider has confirmed that they are currently investigating an issue within their infrastructure that is impacting service performance. We will continue to provide updates as progress is made and remain actively engaged until resolution. We apologise for any inconvenience caused and appreciate your patience. If you require further support, please contact us at [email protected].

The issue affecting customer screening has now been resolved. Screening is now processing as expected, and all previously impacted customers are now active. New customer accounts will continue to be screened and made live automatically following creation. We apologise for any inconvenience caused and appreciate your patience. If you require further support, please contact us at [email protected].

We are currently investigating an issue affecting our customer portal and API. Customers may experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed We understand the impact this may have on your operations and are treating this as a high-priority incident. Our teams are working urgently to identify the cause and fully restore normal service as quickly as possible. We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

We wanted to give you an update: our engineers are still investigating the issue affecting our customer portal and API. We are taking actions to improve performance and we will continue to provide updates regarding the progress of our resolution effort. Customers may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

Our incident team is working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. As part of this effort, we have paused the processing of all inbound and outbound transactions. All payment requests sent since 17:50 BST have been queued and will be processed once performance has returned to normal. Payments requested prior to this time that have not been processed, and are therefore in a "pending" state, should not be reattempted. We will process these payments to their final status as soon as possible once the performance issue is resolved. Whilst we work to restore performance, you may experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

Our incident team is still working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

Our incident team is still working to resolve the current performance issue as a matter of urgency. They are currently improving the performance of one of our key databases, which is the root cause of the issue. Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

Our incident team is still working to resolve the current performance issue as a matter of urgency. We are observing a degree of improvement in our platform's performance. However, Whilst we work to restore performance, you may still experience: - Intermittent failures when accessing the portal or API - Slower-than-normal responses to portal and API requests - Delays in some payments being processed - Card authorisation failures due to timeouts (as card authorisations are processed in real time, they may time out rather than queue) Processing of all inbound and outbound transactions is still currently paused while we urgently work to restore performance We sincerely apologise for any inconvenience this may cause. If you require any further support, please do not hesitate to contact us at [email protected].

We are continuing to observe improved platform performance, and services are operating more normally. Processing of inbound and outbound payments has now been resumed. While the situation has stabilised significantly, we are maintaining enhanced monitoring to ensure all systems continue to perform as expected. Payment guidance: - If any payments affected by this incident are marked as Failed, they are now safe to retry. - If payments remain in a Pending state, please do not reprocess them at this time while we continue to work through those transactions. Our teams remain actively engaged and are monitoring the platform closely until we are confident the incident has been fully resolved. We appreciate your patience and apologise for any inconvenience caused. If you require further support, please contact us at [email protected].

Platform performance has returned to expected levels, and services are operating normally. We are continuing to closely monitor performance across all systems to ensure stability is maintained. Our teams are also working as a matter of urgency to resolve the remaining payments currently in a pending state. Customers with payments still showing as Pending should not reprocess them at this time while we complete this work. Payment guidance: - Payments affected by this incident that are marked as Failed are safe to retry. - Payments that remain in a Pending state should not be reprocessed at this time. We will continue to provide updates as progress is made and remain actively engaged until all impacted payments have been fully resolved. We apologise for any inconvenience caused and appreciate your patience. If you require further support, please contact us at [email protected].

We are pleased to confirm that the platform incident has been fully resolved. All systems are operating normally and performance has returned to expected levels. Payment guidance: - If any payments affected by this incident are marked as Failed, they are now safe to retry. - If payments remain in a Pending state, please do not reprocess them at this time while we continue to work through those transactions. We sincerely apologise for any inconvenience this may cause, If you require any further assistance or have concerns about your payments, please contact our support team at [email protected].