Currencycloud Incident 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

The issue has been identified and resolved, and services are operating normally. Our teams have validated recovery and continue to monitor the environment to ensure ongoing stability. At this time, we do not expect any impact or delays. Thank you for your patience while we investigated and resolved the issue.

We are currently investigating an issue affecting internal access systems used by operational teams. Whilst payment processing services remain available, some manually processed activities, including funds allocation, sender verification and investigation-related requests, may experience delays. Our teams are actively working to restore full service and we will continue to provide updates as available.

# Overview On 21 July 2026, an outage affecting a network partner's API services disrupted the processing of some EUR payment instructions and related services. Currencycloud teams worked closely with the partner to minimise customer impact, temporarily paused payment submissions, and subsequently completed remediation activities once service was restored. # Customer Impact A number of EUR payments experienced delays while connectivity to the network partner was unavailable. Most affected payments were successfully processed following service restoration and remediation activities. Some collection sweeps were credited on the next business day, resulting in temporary processing delays but no loss of customer funds. # Root Cause The incident was caused by a technical failure within a network partner's API platform, which prevented payment requests and related messages from being processed successfully. As a result, Currencycloud systems were unable to exchange payment information with the partner until the issue was resolved by the provider. Currencycloud's infrastructure and security controls were confirmed to be operating as expected during the incident. ‌ ##### Currencycloud Confidential

The issue affecting EUR payment services through one of our banking partners has been fully resolved. Services were restored on the day the issue was identified, and all payment processing functionality has been operating as expected since resolution. Following service restoration, all impacted transactions were reviewed and remediated. Any remaining delayed items have now been addressed, and normal processing has resumed. We apologise for any inconvenience caused and appreciate your patience while we worked with our banking partner to resolve the issue.

The issue affecting local EUR payment services through our banking partners has been resolved and services have been restored. Payment processing and virtual account services are operating normally once again. Our teams are completing recovery activities for a small number of transactions impacted during the outage and are monitoring the service closely to ensure a full return to normal operations. Customer funds remain secure. We will continue to monitor the service and provide a further update once all recovery activities have been completed.

We have identified an issue affecting local EUR payment services through our banking partners. As a result, some EUR payments may experience delays, and the creation of new EUR virtual accounts may be temporarily unavailable. Our banking partner has identified the underlying cause and is actively implementing a fix. We are working closely with them and continue to monitor progress while taking steps to minimise customer impact. Customer funds remain secure, and we will provide further updates as more information becomes available

We are currently investigating an issue affecting local EUR payment services through our banking partners. As a result, some payments may experience delays while we work to restore normal service. Our teams are actively engaged with the provider and are taking steps to minimise customer impact. Customer funds remain secure, and we will provide further updates as more information becomes available.

# Overview On July 9, 2026, we identified an issue affecting payment processing through a local banking network partner. The issue resulted in delays to a subset of SEK payments and, during recovery, a smaller number of DKK and NOK payments were also impacted. A corrective change was deployed on July 10, 2026 to prevent further occurrences. All affected payments were successfully processed by July 14, 2026. # Customer Impact A subset of customers experienced delays to payment processing. Affected payments remained pending while funding transfers were recovered and processing resumed. All impacted payments were ultimately processed successfully. # Root Cause A change to payment message generation altered the account information format used for certain funding transfers. As a result, some funding transfers were not automatically credited by the network partner, preventing associated payments from progressing as expected. The change was corrected and additional recovery actions were completed to process the affected payments. Currencycloud Confidential

The previously delayed DKK payments related to this incident have now been successfully processed. The underlying issue was resolved last week, and all affected SEK, NOK and DKK payments have now completed. Payment processing has been operating normally, and no further customer impact remains. We apologise for any inconvenience caused and thank you for your patience while we worked with our network partner to fully remediate the issue.

While we previously communicated that the issue had been resolved, we have since identified a small subset of DKK payments that remain impacted by this incident. The underlying issue has been successfully resolved, and remediation activities have been completed for all affected SEK and NOK payments, which have now been processed successfully. While payment processing has returned to normal, a small number of DKK payments remain delayed. We continue to work closely with our network partner to recover these payments and complete full remediation. We apologise for the continued disruption and will provide a further update once all remaining impacted payments have been processed.

# Overview On July 9, 2026, we identified an issue affecting payment processing through a local banking network partner. The issue resulted in delays to a subset of SEK payments and, during recovery, a smaller number of DKK and NOK payments were also impacted. A corrective change was deployed on July 10, 2026 to prevent further occurrences. All affected payments were successfully processed by July 14, 2026. # Customer Impact A subset of customers experienced delays to payment processing. Affected payments remained pending while funding transfers were recovered and processing resumed. All impacted payments were ultimately processed successfully. # Root Cause A change to payment message generation altered the account information format used for certain funding transfers. As a result, some funding transfers were not automatically credited by the network partner, preventing associated payments from progressing as expected. The change was corrected and additional recovery actions were completed to process the affected payments. Currencycloud Confidential

The issue affecting a subset of local SEK, NOK and DKK payments has now been resolved, and payment processing has returned to normal. A small number of payments experienced delays of up to one business day while our teams worked with a network partner to address the issue. All impacted payments have now been processed or are progressing as expected. We apologise for any inconvenience caused and thank you for your patience.

We have identified the cause of the issue affecting local SEK payment processing and have implemented a fix to prevent further delays. Some previously impacted SEK payments may remain delayed while affected funding is being recovered and payments are released for processing. We are monitoring recovery with our network partner and will provide a further update once payment processing has returned to normal.

We are investigating an issue affecting our SEK network partners which may result in delays to local SEK payment processing. Our teams are working with the network partner to restore normal service as quickly as possible. We will provide a further update as soon as more information becomes available.