Currencycloud Incident History

1. investigatingSep 14 · 16:09 UTC

   We are currently investigating an issue affecting CAD payments processed through one of our banking partners. As a result, some customers may experience payment failures or delays in processing. Our teams are actively working with the provider to identify the cause and restore normal service as quickly as possible. We will continue to provide updates as more information becomes available.

Reported by Currencycloud on their status page.

1. resolvedSep 14 · 14:46 UTC

   The issue affecting one of our non-production demonstration environments has now been fully resolved, and services have returned to normal operation. The disruption was limited to the demo environment only. There was no impact to Currencycloud production services, client funds, payment processing, or live customer activity at any point during the incident. Following remediation and validation activities, the affected demo services have been restored and are operating as expected. We will continue to monitor the environment as part of normal operational oversight.

Reported by Currencycloud on their status page.

1. resolvedSep 14 · 09:34 UTC

   We have resolved the issue affecting foreign exchange quote and trade processing. Following investigation and recovery activities, services have been fully restored and traffic has been returned to the standard provider configuration. Quote and trade processing are operating normally, and monitoring has confirmed stable performance across affected currency pairs. We will continue routine monitoring, but no further customer impact is expected.

Reported by Currencycloud on their status page.

1. postmortemSep 10 · 08:56 UTC

   Overview

   On Tuesday 8 September 2026, some customers experienced two periods of delay in receiving webhook notifications from Currencycloud. The first period occurred between 07:23 and 10:05 UK time, and the second between 14:01 and 17:10 UK time. During these periods, webhook events continued to be generated but accumulated temporarily within the notification processing queue and were delivered later than expected. Processing recovered and the queue returned to normal after corrective changes were deployed and recovery was validated.

   Client Impact

   Customers using webhook notifications experienced delays in receiving transaction, funding and bank transfer updates during the two affected periods. This reduced real-time visibility and may have delayed automated workflows that depend on webhook receipt. Underlying transactions, funding activities and bank transfers continued to process successfully, and the Currencycloud platform remained available.

   Most delayed notifications were delivered as processing recovered. Subsequent validation identified notifications requiring targeted replay or recreation, and these were taken forward through controlled post-incident remediation. If you believe a specific notification remains missing, please contact your Currencycloud representative or Support with the relevant transaction reference so it can be investigated.

   No customer action was required to restore service. The incident affected the timing of notification delivery rather than the accuracy of the underlying transaction or payment records. No customer fund impact, security concern or financial loss was identified.

   Root Cause

   The repeat delays were caused by retry-related processing within the webhook notification service. When an expected event record could not be found during retry validation, the same notification could be retried repeatedly, increasing database activity and temporarily reducing processing throughput. A further inefficient database lookup contributed to the load. This caused webhook events to build up in the queue until processing capacity recovered.
   Currencycloud deployed corrective changes to reduce database load, address the retry amplification behaviour and improve processing stability. The service was monitored until the queue returned to normal and webhook delivery resumed at expected levels. Further work includes completing the permanent indexed lookup, strengthening dependency-readiness controls, improving retry and dead-letter handling, and enhancing monitoring and controlled notification replay capabilities.

   ‌

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 8 · 10:39 UTC

   Overview

   On 5 September 2026, Currencycloud identified an issue affecting the creation of Virtual Accounts through one of our network partner integrations. New Virtual Account requests were received but were not being successfully processed, resulting in delays to account creation. The issue was investigated and resolved, after which the backlog of pending requests was successfully processed and normal service resumed.

   Client Impact

   Clients requesting new Virtual Accounts through the affected network partner experienced delays in account creation during the incident window. Once service was restored, all queued requests were processed successfully and normal account creation resumed. No existing Virtual Accounts, customer funds, transactions, or account balances were impacted by this issue.

   Root Cause

   The incident was caused by a failure within an internal message-processing component responsible for transferring Virtual Account creation requests between systems. Following a database connectivity issue, the component stopped processing requests, preventing new Virtual Accounts from being created and causing requests to accumulate in a backlog. Restarting the affected component restored normal processing and allowed all queued requests to be completed. Following the incident, monitoring and alerting were enhanced to provide improved detection and recovery guidance should a similar issue occur in future.

   ‌

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 10 · 08:56 UTC

   Overview

   Between the afternoon of Thursday 3 September 2026 and the evening of Friday 4 September 2026 (UK time), some customers experienced delays receiving webhook notifications from Currencycloud. During this window, a backlog built in the system responsible for delivering these notifications, which meant that notifications were sent later than expected. The underlying issue was identified, and a fix was deployed on Friday 4 September 2026 (13:29 UTC), and the resulting backlog was fully cleared by the evening of the same day.

   Client Impact

   A subset of customers who receive webhook notifications experienced delays of up to approximately 24 hours during this window. Once the fix was deployed and the backlog cleared, the large majority of delayed notifications were delivered automatically with no need for any customer action.
   In a small number of cases, individual notifications did not resend automatically once the backlog cleared. The Engineering Team proactively identified these cases as part of the post-incident review and have been manually redelivering them. If you believe you are still missing a specific notification, please contact your Currencycloud representative or Support and we will investigate and resend it.
   No action is required from customers because of this incident. The underlying data and payment records referenced by any delayed or resent notifications were not affected. This incident affected only the timing of notification delivery, not the accuracy of the information contained in them.

   Root Cause

   The delay was caused by a performance issue in the database supporting our notification delivery system, which caused it to run under sustained heavy load. This was triggered by an interaction between a recent internal software change and routine infrastructure maintenance activity, which together created conditions that had not previously occurred in combination. As load increased, the system fell behind in processing new notifications, and a backlog built faster than it could be cleared.
   Once the root cause was identified, we deployed a fix to resolve the underlying performance issue and took manual steps to clear residual load on the affected database so that the backlog could drain at its normal rate. We have since added additional monitoring to detect this specific class of issue earlier and are implementing further safeguards in our notification delivery pipeline to prevent a recurrence.

   ‌

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 4 · 09:18 UTC

   Overview 

   On 1 September 2026, customers may have experienced delays in payment status updates within the Currencycloud platform. During the incident, some payments remained in a submitted status for longer than expected, despite having already been successfully processed. 

   The issue was related to the display and progression of payment statuses within the platform rather than the execution of payments themselves. 

   The incident was resolved on 3 September 2026 following recovery of the affected payment statuses and completion of reconciliation and ledger validation activities. 

   Client Impact 

   A subset of customers may have observed payments remaining in an intermediate status within the Currencycloud platform for longer than expected. 

   While payment statuses were not updating correctly, payments continued to be processed and executed as instructed. Customers may therefore have seen an inaccurate status displayed despite the underlying payment having been successfully processed. 

   Following recovery activities, all affected payment statuses were updated and reconciled. No action was required from customers. 

   Root Cause 

   The incident was caused by a technical dependency issue introduced during a routine platform configuration change. Under specific circumstances, a service responsible for processing payment status updates was unable to successfully retrieve information required to complete payment status progression. 

   As a result, a subset of payments remained in a submitted status despite having already been processed. The issue affected payment status updates only and did not prevent the successful execution of customer payments. 

   Once identified, the affected payments were recovered and progressed to their correct status. Additional configuration changes were implemented to ensure service communications follow the intended routing path, and further review actions have been established to strengthen validation, monitoring, and dependency management processes. 

   The service is operating normally, and preventative improvements are being tracked through follow-up actions to reduce the risk of similar issues occurring in the future. 

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 4 · 09:10 UTC

   Overview 

   On 1 September 2026, customers using Direct experienced an issue where beneficiary details were not displayed correctly. Affected users may have been unable to view existing beneficiary information and could receive a "beneficiary not found" error when attempting to access beneficiary records. 

   The issue affected beneficiary retrieval functionality within Direct and was caused by a service communication problem following a routine platform change. 

   The incident was identified and service was restored on 1 September 2026. 

   Client Impact 

   A subset of customers experienced difficulties viewing beneficiary details within Direct during the incident period. 

   As a result, some users may have been unable to access beneficiary information or may have encountered error messages when attempting to retrieve beneficiary records. 

   Payment processing services remained available, although some related payment activities may have experienced delays while beneficiary information was unavailable. 

   Root Cause 

   The incident resulted from a service configuration dependency that was exposed during a routine platform change. A beneficiary information service continued to reference a legacy service endpoint that was unavailable following the platform update, causing beneficiary retrieval requests to fail. 

   The issue was identified and resolved by updating the service configuration to use the intended platform routing mechanism. Following restoration of service, additional reviews were undertaken to identify similar dependencies and strengthen configuration governance and validation controls. 

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 4 · 09:23 UTC

   Overview 

   Between 31 August 2026 and 1 September 2026, some customers using mainland China (+86) phone numbers experienced difficulties receiving SMS verification codes required to access the Currencycloud platform. 

   Our teams investigated reports of SMS authentication failures and worked with relevant service providers to determine the cause. The investigation confirmed that the issue was not caused by a fault within the Currencycloud platform. 

   The incident was resolved on 1 September 2026 following confirmation of the underlying cause and completion of the investigation. 

   Client Impact 

   A subset of customers using mainland China (+86) phone numbers experienced difficulties receiving SMS verification codes required for multi-factor authentication (MFA), which may have prevented access to the Currencycloud platform.  

   The impact was limited to the delivery of SMS authentication messages. 

   Root Cause 

   Our investigation identified that SMS verification messages sent to mainland China mobile numbers were being affected by regulatory restrictions and controls applied within the local telecommunications ecosystem. 

   The delivery of authentication messages to mainland China is subject to external regulatory requirements and carrier controls that can impact whether messages are successfully delivered. These factors are outside of Currencycloud's direct control. 

   During the investigation, we reviewed potential application-level causes and assessed proposed code changes. However, further analysis confirmed that the authentication platform was operating as designed and that the delivery disruption was related to external message delivery restrictions rather than an issue within the Currencycloud service itself. 

   We continue to engage with our messaging service providers and network partners to understand any changes to these restrictions, assess available mitigation options, and evaluate longer-term authentication solutions where appropriate. At this time, no confirmed timeline has been provided for any change to the current delivery limitations. 

   We apologise for the inconvenience caused and will continue to monitor developments and provide updates should additional options become available. 

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemSep 4 · 09:07 UTC

   Overview 

   On 31 August 2026 and 1 September 2026, some customers experienced payment failures and processing delays affecting payments routed through one of our banking partners. 

   The issue was caused by a disruption within our liquidity funding process, which resulted in a temporary funding shortfall and prevented certain payments from being processed as expected. Corrective actions were implemented to restore normal processing, and affected payments were reviewed and addressed by our operational teams. 

   Corrective actions were implemented to restore normal payment processing, and the incident was resolved on 1 September 2026 following confirmation that funding balances had been corrected and payment operations had returned to normal service 

   Client Impact 

   A subset of customers experienced payment failures or delays during the incident period. 

   The impact was limited to payment processing, and affected transactions were identified and reviewed by our teams. No customer funds were lost as a result of this incident, and normal payment processing was restored following corrective action. 

   No action was required from customers 

   Root Cause 

   The incident resulted from an operational process failure within liquidity funding activities, which led to funds not being available in the intended location for payment processing and created a temporary liquidity shortfall. 

   The issue was identified through investigation and subsequently corrected. We have since introduced enhanced validation, oversight and approval controls to strengthen the process and reduce the likelihood of similar incidents occurring in the future. 

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemAug 27 · 07:32 UTC

   Overview 

   On 25 August 2026, we experienced an issue that affected the processing of some SEK, NOK and DKK payments. The issue was identified and mitigated the same day, with full service stability confirmed following additional monitoring. The incident remained under observation until it was fully resolved on 26 August 2026. 

   Client Impact 

   A limited number of SEK, NOK and DKK payments experienced a one day delay, while the vast majority of payments were processed on the intended value date after service was restored. No customer action was required. 

   Root Cause 

   A payment processing service encountered an unexpected condition that prevented new payment submissions from being processed for a short period of time.  

   Our teams restored normal processing, implemented a fix for the underlying issue, and enhanced monitoring to help detect and address similar issues more quickly in the future. 

    

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemAug 17 · 23:29 UTC

   Delays to SEK Local Payments

   Overview
   On 11 August 2026, we identified an issue that delayed the processing of some SEK and NOK payments, causing a subset of payments to remain pending for longer than expected. The issue affected payment processing timelines only; no customer action was required, there was no impact to customer data, and following restoration of service, impacted payments progressed through normal processing. Our teams investigated the issue and implemented a fix on 12 August 2026. Payment processing subsequently resumed, the affected backlog began clearing, and following a period of monitoring, the incident was resolved on 13 August 2026.

   Root Cause
   The incident was caused by the introduction of a transaction record type that was not being handled by part of our payment processing service. This prevented certain account activity updates from being processed as expected, which in turn delayed the release of associated payments. To restore service, our engineering teams updated the affected service to correctly process these records and resumed normal payment handling. Following the update, the delayed account activity updates were processed and payment processing returned to normal. To help reduce the risk of similar incidents in the future, we have enhanced the service’s handling of transaction information and implemented additional safeguards to improve resilience when new transaction record types are introduced.

   Currencycloud Confidential

Reported by Currencycloud on their status page.