Currencycloud Incident History

1. postmortemOct 30 · 11:27 UTC

   Issues Downloading Customer Reports 

   Overview 

   On 29 October 2026, an issue began affecting customer report downloads. Some clients experienced downloaded reports appearing empty despite data being visible within the platform. 

   The issue was identified and publicly communicated on 29 October 2026. Following investigation and remediation, service was restored within 6 hours, and report downloads were confirmed to be returning data as expected. 

   Client Impact 

   A subset of clients may have experienced empty report downloads when exporting reports during the affected period. 

   The issue impacted the content of downloaded report files only. Data remained available within the platform and could still be viewed through the report results displayed on-screen. 

   No customer funds, transactions, or account balances were affected, and no customer action was required following restoration of the service. 

   Root Cause 

   The issue was caused by an interruption within the reporting data processing workflow that prevented reporting data from being correctly made available for some report exports. As a result, downloaded report files could be generated without the expected content. 

   To restore service, the team reverted to a previously stable processing path to prevent further impact and performed a historical data resynchronisation to restore affected reporting data. Following validation and customer testing, report downloads were confirmed to be functioning as expected. 

   To help prevent similar incidents in the future, we are reviewing the reporting workflow and implementing additional validation and monitoring controls to improve the early detection and remediation of data synchronisation issues. 

   Currencycloud Confidential

Reported by Currencycloud on their status page.

1. postmortemOct 21 · 09:16 UTC

   Overview

   Between 13 October and 19 October, we experienced an issue affecting the processing of a subset of support emails sent to Currencycloud. While emails were successfully delivered, some were not consistently appearing within our support platform for processing.

   A mitigation was implemented on 19 October, after which email processing returned to expected levels. Ongoing monitoring has not identified any significant recurrence of the issue.

   Client Impact

   A subset of clients may have experienced delays in the processing of support requests submitted via email during the affected period.

   The issue was intermittent and did not impact all incoming emails. Many support emails continued to be processed successfully throughout the incident. No customer action is required; however, clients who believe a support request was not processed during this period may contact Support for assistance.

   Root Cause

   Our investigation determined that the issue was caused by an unexpected email processing behavior within a service provider dependency used to route and process inbound support emails.

   To restore service, a temporary mitigation was implemented which successfully resumed normal email processing. Following the mitigation, monitoring confirmed that emails were being processed as expected.

   We continue to work with the service provider to complete the root cause investigation and identify any additional long-term improvements. A permanent solution will be implemented before the temporary mitigation expires to help prevent recurrence of this issue.

   Currencycloud Confidential

Reported by Currencycloud on their status page.