Central 1 Incident History

1. resolvedSep 21 · 18:26 UTC

   The FX Notes application is now available. If you continue to experience log on issues, please contact Central 1 Support. Central 1 - Support@central1.com - 1.888.889.7878, press 1

Reported by Central 1 on their status page.

1. resolvedSep 10 · 23:23 UTC

   Please be advised, there was a service outage on Interac e-Transfer 3.4 from 3:56 to 4:06 pm PT (6:56 pm to 7:06 pm ET). Your customers may have seen a timeout or error during this time when trying to send or manually receive e-Transfers. Central 1 Support - support@central1.com | 1.888.889.7878 (press 1)

Reported by Central 1 on their status page.

1. resolvedSep 1 · 18:31 UTC

   Central 1 has resolved the issue affecting ORPI cheque return reports. The impacted ORPI files have been regenerated and successfully transferred for delivery. Clients should note that the affected cheque return records will be included in tomorrow's MERG file. If you continue to experience issues accessing your ORPI report or believe records are missing after tomorrow's MERG file is received, please contact Central 1 Support with examples for investigation. Central 1 Support - support@central1.com | 1.888.889.7878 (press 1)

Reported by Central 1 on their status page.

1. resolvedSep 3 · 21:12 UTC

   The issue affecting map labels on our Find Branch and ATM pages has been resolved. We updated our Google Maps API configuration to use Canadian regional data, restoring the correct display of Canadian geographic names within the map experience. Branch and ATM locator services are operating normally, and all map labels are now displaying as expected. Note: Some members may need to clear their browser cache or perform a hard refresh of the page before the updated map labels are displayed. We apologize for any confusion this issue may have caused and thank you for your patience while we implemented the fix. DigitalBanking_Support@Central1.com - 1.888.889.7878, option 2

Reported by Central 1 on their status page.

1. resolvedSep 21 · 15:24 UTC

   Interac has confirmed that the fix for this incident was released on Sunday, September 20, 2026. If you have any questions related to this incident, please contact Central 1 Support. Central 1 - Support@central1.com - 1.888.889.7878 Option 1

Reported by Central 1 on their status page.

1. postmortemAug 24 · 14:21 UTC

   Postmortem: INC226099 – Mobile Remote Deposit Capture (mRDC) Service Interruption
   On August 11, 2026, between 2:05 a.m. and 10:13 a.m. PT (5:05 a.m. and 1:13 p.m. ET), the Mobile Remote Deposit Capture (mRDC) service experienced an interruption, preventing members from successfully submitting mobile cheque deposits. During this period, deposit requests could not be processed due to a loss of connectivity between the mRDC application and supporting data services.

   Point of Failure
   As part of a database governance and standardization initiative, database service account permissions were updated to align with enterprise standards. This change exposed an undocumented user privilege dependency within the mRDC environment where the application access relied upon a legacy access permission for a service account.

   Resolution
   The team restored service by re-establishing the required database permissions and restarting the affected application, restoring connectivity and allowing deposit processing to resume. Once service was recovered, queued transactions were processed, and normal member activity resumed.

   While these actions resolved the immediate service interruption, the incident highlighted opportunities to strengthen platform resiliency and change validation processes. Central 1 has initiated a series of corrective measures to reduce dependency on legacy configurations, improve monitoring and alerting capabilities, strengthen change controls, and enable faster operational recovery should a similar event occur in the future.

   Corrective Actions (PRB011762)

   • Document and enhance the database user governance change process, including validation and testing requirements. – In Progress
   • Review remaining databases for legacy access dependencies and remediate where required. – In Progress
   • Implement post-change reviews of SQL Server logs to identify access and authentication issues immediately following user governance changes. – Complete
   • Enhance monitoring and alerting for RDC transaction failures and abnormal transaction patterns. – In Progress
   • Require all database user governance changes to be executed through the formal Change Management process. – Complete
   • Implement monitoring for RDC deposit confirmation transactions. – In Progress

   We sincerely apologize for the disruption and the impact this incident had on your members and operations. We appreciate your patience and understanding while services were restored and thank you for your continued partnership

   Liz Ackroyd
   Manager, Client Support Services
   eackroyd@central1.com | 905.301.1337

Reported by Central 1 on their status page.

1. investigatingSep 4 · 22:38 UTC

   Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App. This remains a high-priority investigation, and we continue to devote resources toward identifying the underlying cause. As part of our ongoing troubleshooting efforts, we may have identified an instance where the issue was reproduced by a staff member using a debug version of the production iOS application. While this is an encouraging development, the investigation is still in progress and additional analysis is required. We continue to encourage users testing the debug version of the iOS application to report any occurrences of this issue and provide as much detail as possible to assist with our investigation. We understand the impact this issue has on affected users and appreciate your continued patience and cooperation. Please be assured that the investigation remains active and ongoing, and we will provide further updates as soon as significant new information becomes available. Thank you for your continued partnership as we work toward a resolution. DigitalBanking_Support@Central1.com 1.888.889.7878 (option 2)

Reported by Central 1 on their status page.