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We have identified an issue with our Network Partners which may result in the delayed processing of some SEK payments. We are actively working to resolve and shall continue to monitor the situation, further update to follow.

We are experiencing some problems creating new conversions on one of our 3rd party providers. The issue has been identified and is being worked on. It is currently affecting a small percentage of our flow and the majority of conversion requests are working.

# Incident Summary On 28 March, a minor issue resulted in a processing delay for a sub-set of SGD payments scheduled for value date 28 March. These transactions were completed with a one-day delay. # Resolution All payments affected were successfully processed on 29 March. It has been confirmed that the issue is fully resolved and payment processing is operating normally. ‌ Where you have questions about specific transactions or require further assistance, do not hesitate to contact your support representative.

Incident Resolved We recently experienced an internal issue causing delays in SGD payments processing. The issue has been successfully resolved. However, a subset of transactions dated 28th May will experience a one-day delay in settlement. We apologise for any inconvenience this may have caused and appreciate your understanding. If you have any questions or need further assistance, please contact our support team.

We are currently experiencing delays in processing SGD payments due to an internal issue. Our teams are actively working to resolve this as quickly as possible. Thank you for your patience, and we apologise for any inconvenience caused.

Incident ResolvedWe recently experienced an internal issue causing delays in SGD payments processing.The issue has been successfully resolved. However, a subset of transactions dated 28th May will experience a one-day delay in settlement.We apologise for any inconvenience this may have caused and appreciate your understanding.If you have any questions or need further assistance, please contact our support team.

We are currently experiencing delays in processing SGD payments due to an internal issue. Our teams are actively working to resolve this as quickly as possible.Thank you for your patience, and we apologise for any inconvenience caused.

# Incident Summary On May 19, 2025, a payment file delivery issue with our network partner caused delays in processing local USD payments, leaving transactions in a "submitted" status. The issue was promptly escalated and resolved. # Client Impact Clients initiating local USD payments during this window may have experienced delays in processing and settlement. All affected transactions were processed successfully the following day . # Root Cause The incident was caused by an account-level issue experienced by our network partner which temporarily disabled our ability to deliver payment files. This was confirmed and resolved through their internal processes. We apologise for any inconvenience this may have caused, if you have questions about specific transactions or require further assistance, please contact your support representative.

We recently experienced an issue with one of our USD network partners which temporarily impacted the processing of some transactions. The issue has been successfully resolved. However, a subset of transactions dated 19th May will experience a one-day delay in settlement. We apologise for any inconvenience this may cause and appreciate your understanding. If you have any questions or need further assistance, please contact our support team.

We have identified an issue with our Network Partner which may result in the delayed processing of USD payments. We are actively working to resolve and shall continue to monitor the situation, further update to follow.

Incident has been resolved.

We are investigating an issue that is impacting our platform We are seeing a high number of errors on Conversion Create calls Further updates will follow as teams investigate the cause

Incident has been resolved.

We are investigating an issue that is impacting our platform We are seeing a high number of errors on Conversion Create callsFurther updates will follow as teams investigate the cause

# Incident Summary: Over the weekend of 18–19 May 2025, our SEK network partners correspondent bank, implemented an unannounced upgrade to their file format standard as part of the Industry SWIFT migration to ISO 20022, MX format. As a result, our SEK network partners did not receive the expected transaction files on time. Once the files were made available, the teams rapidly worked to update internal systems to accommodate the new format. # Impact: A sub-set of local SEK payments scheduled for Value Date 19 May were processed with a one-day delay. ‌ If you have any further questions or concerns, please don’t hesitate to reach out to your account manager or our support team.

We recently experienced an issue with one of our SEK network partners which temporarily impacted the processing of some transactions. The issue has been successfully resolved. However, a subset of transactions dated 19th May will experience a one-day delay in settlement. We apologise for any inconvenience this may cause and appreciate your understanding. If you have any questions or need further assistance, please contact our support team.

We have identified an issue with our Network Partner which may result in the delayed processing of SEK payments. We are actively working to resolve and shall continue to monitor the situation, further update to follow.

# Overview The issue affecting the processing of CZK, RON, and HUF payments has been fully resolved. A fix was deployed on 6 May, which restored normal service behaviour. All impacted payments originally value dated 5th and 6th May were successfully resubmitted and processed with a revised value date of 7th May. # Root Cause The incident was caused by the restoration of an outdated backup of the emissions directory and its associated \[default.fa\] files during a separate directory creation process. These files were from a version predating the AutoClient 1.6.5 upgrade and were no longer compatible with the newer client. As a result, payment processing failures occurred due to incompatibility in the \[.fa\] file format, which led to XMLv2 binary prefix errors under AutoClient 1.6.5. # Resolution and Preventative Actions All \[.fa\] default files have been updated to the correct format across all relevant servers. The process that previously allowed restoration of outdated emissions directories has been updated to prevent this from occurring again. Additional validation checks have been introduced to ensure compatibility of companion files before deployment.

We’re pleased to confirm that the issue affecting CZK, RON, and HUF payments has been resolved. A fix was implemented on 6 May, which restored the service to expected performance levels. All impacted payments originally value dated 5 and 6 May have been successfully resubmitted with a revised value date of 7 May. We apologize for any inconvenience caused and appreciate your patience while we worked to resolve the issue.

Investigation has identified due to an error within the companion files a number of CZK, RON & HUF payment files value dated 5th and 6th May have been delayed. As of 12:30 the underlying issue has been corrected, remediation on those impacted payments continue, with further update to follow.

We are currently investigating an issue which may have resulted in delays to local RON, HUF and CZK payments value dated 5th may. Further update to follow...

# Overview During the payment cycle on 28 April , a number of uses may have experienced a one-day delay in their local USD payments as a result of an overlapping technical execution in our system. The problem was promptly addressed and resolved, ensuring that the payments were processed correctly the next day. # Remediation Our Tech Team promptly addressed and corrected the issue to ensure the payments were processed correctly the next day. A long-term fix has been implemented to help prevent this problem from reoccurring in the future.

This incident has been resolved.

We are currently investigating this issue.

## Overview On 22 April 2025, a change in the handling of international payments in DKK by Danish banks necessitated system development on our Network Partner side. As an interim measure, our Network Partner reverted to a manual process, which resulted in DKK payments processing delays for a number of our clients. ## Root Cause The recent infrastructure changes across all Danish banks and central systems required adjustments in how several Danish financial institutions, including our Network Partner receive and handle international payments in DKK. ## Remediation The issue with the Danish Central Bank’s handling of funds has been corrected as part of an overnight fix however, our Network Partner will continue to manually apply funding until a permanent system update is implemented.

Adjustments in how our network partner banks receives international payments in DKK have been upgraded, while further automotive developments are ongoing, due to enhanced controls potential impacts have ceased since Wednesday 23rd April.

Due to recent infrastructure changes across all Danish banks and central systems, there have been some adjustments in how our network partner banks receives international payments in DKK. We're closely monitoring the situation to minimize any potential impact. As a precaution during this two-week adjustment period, a small number of DKK payments may experience minor delays in processing. We appreciate your understanding and will continue to keep you informed. If you have any concerns or notice a delay, please don't hesitate to reach out — we're here to help

As a Confirmation of Payee (CoP) Participant NatWest Group have confirmed the issue has been resolved and CoP serviced resumed

As a Confirmation of Payee (CoP) Participant NatWest Group have been experiencing issues with their inbound Business CoP services since 10:00 GMT 25th April. NatWest Group have confirmed this is being investigated as a priority, further update to follow.

## Incident Summary On 15th April 2025, Currencycloud experienced a temporary disruption in the processing of a subset of PLN and EUR payments. This was due to a localized and intermittent technical issue with one of our network partners. ## Impact As a result of this issue, a number of PLN and EUR payments were subject to a one-day processing delay. All affected payments have a value date of 8th April and were originally scheduled to be processed on 7th. ## Resolution The root cause of the disruption was promptly identified by our network partner and fully remediated on the same day. Following the resolution, normal payment processing resumed without further incident. We understand the critical nature of timely payments for your business and your customers. We take incidents like this seriously and have worked closely with our partner to ensure additional safeguards are in place to prevent recurrence. We continuously monitor our systems and third-party providers to uphold the reliability and performance you expect from Currencycloud. · A full review of monitoring and alerting related to payment processing has been completed · Collaboration protocols with the affected network partner have been reviewed to improve incident response timeframes · Ongoing monitoring indicates no additional impacts have been detected We apologise for any inconvenience this may have caused and thank you for your patience and continued trust in Currencycloud. If you have any further questions or concerns, please don’t hesitate to reach out to your account manager or our support team. The Currencycloud Team

The issue with our network partner has been resolved, while some delays in processing were experienced for a subset of PLN payments value dated 15th April. Normal service has been restored, we continue to work with our network partner to mitigate any future such occurrences.

We have identified an issue with our Network Partner which may result in the delayed processing of some PLN and EUR payments. We are actively working to resolve and shall continue to monitor the situation, further update to follow.

The issue resolved and process returned to expected behaviour

We are investigating an issue that is impacting screening of Transactions (Payments and Incoming Funds) Team is working to resolve the issue

# Overview An incident was declared due to intermittent issues with our DKK and SEK Banking Partner, resulting in a higher than usual failure rate. The DKK issue was due to a central bank problem, which was resolved and mitigated promptly. The SEK issue was caused by a downstream technical problem with a network partner, and an error in remediation handling led to the payments failing. This issue has since been fixed, and the service has been restored to its expected behavior. # Client Impact A number of SEK and DKK payments experienced issues and consequently failed, requiring resubmission. The problems have been resolved, and normal service has resumed. ‌ ###### Confidentiality Disclaimer Confidential © Currencycloud 2025 This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

The issue resolved and process returned to expected behaviour. The failed payments require resubmission.

We are currently experiencing intermittent issues with our DKK and SEK Banking Partner, resulting in a higher than usual failure rate. Investigation is underway, further update to be provided as soon as possible.

**Overview**  On March 8, 2025, at approximately 6:35 GMT, our team identified a minor issue with the [www.currencycloud.com](http://www.currencycloud.com/) website during an attempt to update website settings. The incident was limited to the Currencycloud marketing website, and all other services remained unaffected.    **Client Impact**  Currencycloud marketing website was temporarily unavailable. The issue was promptly addressed and normal service was restored.  ###### Currencycloud Confidential

Access to our Corporate website has been restored following the correction of configuration changes.

We are investigating an issue impacting our Corporate Website. https://www.currencycloud.com/

# Overview On March 13th, 2025, a technical issue impacted beneficiary and payment creation services, causing disruptions for clients between 6:00 AM and 9:30 AM UTC. ## Client Impact The technical team quickly identified and resolved the problem within approximately 45 minutes, ensuring minimal service disruption. Full system functionality was restored by 9:42 AM UTC. ‌ ######  Confidential © Currencycloud 2025    This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.Payment and Beneficiary Errors

This incident has been resolved.

The fix has been deployed and errors have stopped, we are monitoring the services

The issue has been identified and fix is progressing.

We are investigating an issues regarding creating some payment and beneficiaries. We will provide further information on the issue as soon as we can

# Overview On 27/02/2025, TARGET2, the Eurosystem’s real-time gross settlement scheme, experienced a widespread incident causing a slowdown and subsequent unavailability of services starting at 08:07 and 10:15 CET, respectively. As a result, no settlement instructions, payments, ancillary system instructions, or liquidity transfers between TARGET Services could be processed for several hours. Upon confirming an infrastructure component issue, a decision was made by the European Central Bank to activate the failover of T2S and T2 to the secondary site. The failover was technically completed around 17:15. To accommodate market participants, the closing of T2S and T2 was postponed by 6 hours. # Client Impact A number of clients may have experienced delays in EUR payments completing until the external TARGET2 issue was resolved by the European Central Bank the very same day at approximately 19:00 CET.

This incident has been resolved.

The EURO payment settlement Scheme (TARGET2) is currently experiencing an incident, resulting in slow payment processing. You may see delays in EURO payments completing until this external issue has been resolved. We are monitoring the situation closely with the European Central Bank

Clydesdale Bank/Virgin Money Unplanned Incident Confirmation of Payee (CoP) As a Confirmation of Payee (CoP) Participant Clydesdale Bank/Virgin Money have confirmed the issue has been resolved and full CoP serviced resumed

As a Confirmation of Payee (CoP) Participant Clydesdale Bank/Virgin Money have been experiencing issues with their inbound CoP services since 21:00 GMT 24th February Approximately 50% of requests are receiving errors. Clydesdale Bank/Virgin Money have confirmed this is being investigated as a priority, further update to follow.

## **Overview** On Monday, February 10th, some clients experienced a failure rate for PLN instructions, across SWIFT and local routes for HUF, CZK, and RON. The issue was immediately addressed, but some clients may have experienced a 1-day processing delay due to early currency cut-off times. ###### Confidential © Currencycloud 2025 This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Due to a technical issue the following currencies have been impacted and will be delayed by one day. CHF, CZK, DKK, HUF, MXN, NOK, PLN, RON, SEK, TRY, ZAR Issue has been resolved and root cause to follow.

## Overview On Friday 28th of January, for approximately 1 hour our FX Provider experienced an issue with its forward pricing feed, which resulted in the unavailability of FX Swaps for a short period of time. ## Client Impact Impact was limited to Swaps, with intermittent issues of unavailable pricing for a mix of currency pairs. ##### Confidentiality Disclaimer Confidential © Currencycloud 2025 ##### This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

A fix has been implemented we are monitoring the situation

Our FX Provider has confirmed they are seeing intermittent instances of unavailable pricing for a mix of currency pairs for Swaps only. They are working to stabilise the pricing feed. Customers can attempted to retry if they get a failure message for a date change.

We are investigating an issue that is causing some date change request for trades to fail. - The issue is not impacting all trades - The issue does not impact date changing APAC trades

This incident has been resolved.

Confirmation of Payee - Participant Barclays Service Unavailability Barclays are currently experiencing issues with a percentage of COP checks both in and out of Barclays, This may appear as either higher than usual response times or a slight increase in errors during this time. Impact: All participants inbound to Barclays

## Overview On Thursday 23rd January a code change resulted in the confirmation of payee file data being temporarily out-of-sync. This resulted in the inability of a number of Client accounts being updated and validated via confirmation of payee when funding their Currencycloud virtual accounts via local GBP. The impacted accounts were immediately remediated as part of the daily upload, completed at 01:00 AM on Friday 24th January. As of 1:00 AM on Friday 24th January, all impacted virtual accounts remained fundable. ‌ ##### Confidentiality Notice Confidential © Currencycloud 2025 This memo furnished to you solely in your capacity as a client of Currencycloud By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

We have identified the issue that could impact some clients ability to validate their accounts via confirmation of payee when funding their Currencycloud local GBP account and are currently working to resolve

We are investigating an issue that could impact some clients ability to validate their accounts via confirmation of payee when funding their Currencycloud local GBP account.

## Overview On Tuesday 21st January a library change in our message-queueing service, exposed a series of webhook configuration problems. As a result, the average webhook delivery time increased to 30 minutes. Immediate resolution action commenced to address the issue and mitigate future reoccurrence. The average webhook delivery time returned to normal. ## Client Impact Between 10:28 AM and 4:53 PM on Tuesday 21st January, the average delivery time of customer instructed webhooks temporarily increased to 30 minutes. ##### Confidentiality Notice ##### This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo, you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

We are experiencing a short delay in delivering Webhook notifications from our system. We have identified the issue and are working to resolve it.

## Overview On Tuesday 14th January the confirmation of payee file upload was temporarily interrupted due to an out-of-hours maintenance restart. This resulted in the inability of a few Client accounts being updated to be and validated via confirmation of payee when funding their Currencycloud local GBP accounts. The impacted accounts were immediately remediated as part of the daily upload, completed at 01:00 AM on Wednesday 15th January. ## Client Impact Confirmation of Payee updates since the last file generation 2025-01-13 01:00:00 were not reflected, nor were accounts that have been deleted or disabled. As of 1:00 AM on Wednesday 15th January, all impacted accounts remained fundable. ‌ ##### Confidentiality Disclaimer Confidential © Currencycloud 2024 This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are investigating an issue that could impact some clients ability to validate their accounts via confirmation of payee when funding their Currencycloud local GBP account. Accounts updated between 2025-01-13 01:00:00 and 2025-01-14 01:00:00 are impacted

## **Overview** On Thursday 9th January following the introduction of a recent configuration change our internal monitoring controls alerted due to a spike in web-hook error responses. Investigation identified that a number of ‘Transfer Completed’ notifications were not being issued due to a ‘null’ response. A fix was implemented which immediately addressed any new instructions. Impact analysis commenced to identify and retrigger all non-processed notifications. Which was completed successfully on Friday 10th January. ## **Client Impact** All instructions received on 9th January were processed successfully as per value date, a number of transfer complete notifications were delayed by 1 day ‌ ##### Currencycloud Confidential ##### This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

A Fix has been deployed to resolve the issue, the team is currently working on resending any webhooks that have been impacted by this issue.

We are investigating an issue that is impacting some Balance Transfer webhook notifications Team are working to resolve the issue and resend the delayed webhooks

## **Overview** On Thursday 9th January a change to the date format within the ‘accounts API’ service resulted in a backlog of instructions on route to transaction screening. We invoked a status page in effort to promptly notify clients of potential delays in payment processing. The backlog was mitigated through retriggering the transaction processing task and the change in format was reverted, promptly which addressing new requests. ## **Client Impact** All instructions processed successfully as per their value date. ‌ ##### Currencycloud Confidential ##### This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws

This incident has been resolved.

Issue has been mitigated and pending transactions are being processed We are monitoring the situation until cleared

We are investigating an issue impacting processing incoming funds

# Overview On 5th December 2024, the Confirmation of Payee file upload failed. This incident affected accounts created or updated between 02:00 on 5th December 2024 and 02:00 on 6th December 2024. The issue was resolved at 08:21 on 7th December 2024. # Client Impact Accounts created or updated during the affected period were not captured for Confirmation of Payee within our Provider. When remitters attempted to send funds to these accounts, the accounts weren't validated, although remitters could choose to override this. Normal processing resumed on 7th December 2024. # Detailed Root Cause The incident was caused by an external process within our Provider. The file was moved off the Provider’s SFTP server while Currencycloud was still in the process of uploading, resulting in an error. This timing conflict led to the accounts not being captured correctly. # Remediation To prevent similar issues in the future, Currencycloud's timing schedule was adjusted to avoid overlapping with our Provider's internal processes. This adjustment will ensure smoother uploads and accurate account capturing. We will maintain continuous monitoring and coordination with our Provider to mitigate any further issues in the future. ‌ ##### Confidentiality Disclaimer Confidential © Currencycloud 2024 This memo is furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

We are investigating an issue that could impact some clients ability to validate their accounts via confirmation of payee when funding their Currencycloud local GBP account. Accounts created or updated between 2024-12-05 02:00:00 and 2024-12-06 02:00:00 are impacted. We are working to resolve the issue.

# Overview On 11th December 2024 an incident occurred involving API gateway authentication errors. # Client Impact Clients were unable to authenticate access into the Currencycloud DIRECT Platform, requests received an internal server error when calling the API endpoints. The incident commenced for a period of 4 minutes from 14:41 to 14:45 . # Detailed Root Cause The root cause of this incident stems from a deployment of a new transaction screening service. A misconfiguration caused the service to request 7 days’ worth of account information from the CRM service in 6 minutes, causing the CRM service to hit an out of memory error and restart. # Remediation The deployment was reverted, and changes will be made to prevent this service from behaving in the same way, by utilising the more efficient accounts service. ‌ ##### Confidentiality Disclaimer ##### Confidential © Currencycloud 2024 ##### This memo is furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

We experienced an elevated level of API errors and are currently looking into the cause.

# Overview On 13th December 2024, Clients experienced issues accessing the Currencycloud platform. # Client Impact For a period of 16 minutes between 13:20 and 13:36 Clients received error messages when accessing the platform and impact to the following API endpoints: * /v2/reference/permitted\_currencies * /v2/accounts/cash\_manager\_configuration * /v2/payments/quote\_payment\_fee * /v2/reference/payment\_fee\_rules * /v2/bulk\_uploads/find * /v2/payments/create * /v2/transactions/findIncident # Detailed Root Cause The root cause was an improperly executed database index renaming that caused unexpected resource locking and connection disruptions. # Remediation All indexing work was been stopped and changes reverted to prevent further impact to the platform. ‌ ##### Confidentiality Disclaimer ##### Confidential © Currencycloud 2024 ##### This memo is furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

This incident has been resolved.

We are investigating an issue that is impacting our platform Further updates will follow as teams investigate the cause

## Overview On 5th December at 16:13, Currencycloud noticed an increase in local GBP payments failing due to 500 Internal Server Error responses from our Providers' server. Our Technical team halted the payment release at 16:15 to investigate the issue. The incident was resolved at 17:03 after our Banking Provider rolled back a change causing the issue. ## Client Impact A total of 270 domestic payments across 19 clients were impacted and failed back to clients. Other payments could be created but were queued until the issue was resolved. Normal payment processing resumed after the resolution. ## Detailed Root Cause The issue occurred due to a problem with our Provider's server, which caused our system to fail the payments. Each time we tried to submit a payment, we received an error from Provider, leading to the payments failing. Our Provider identified and rolled back a change they had made, which resolved the issue. ## Remediation Following the incident, Currencycloud’s Technical team established monitoring and adjusted the payments release process to prevent similar issues, where we hold payments rather than fail them, ensuring they will submit successfully once the service is restored. ##### Confidentiality Disclaimer Confidential © Currencycloud 2024 This memo furnished to you solely in your capacity as a client of Currencycloud and/or a participant in the Visa payments system. By accepting this memo you acknowledge that the information contained herein \(the “Information”\) is confidential and subject to the restrictions contained in confidentiality agreements, which limit your use of the Information. You agree to keep the Information confidential and not to use the Information for any purpose other than in your capacity as a customer of Currencycloud or as a participant in the Visa payments system. The Information may only be disseminated within your organization on a need-to-know. Please be advised that the Information may constitute material non-public information under U.S. federal securities laws and that purchasing or selling securities of Visa Inc. while being aware of material non-public information would constitute a violation of applicable U.S. federal securities laws.

The issue has been resolved by our banking partner, we have enabled the release schedule to restore service. Payments that failed will need to be resubmitted

We are investigating an issue that is causing local GBP Payments to fail. We are going to stop the release of these payments and reach out to our banking partner. Pausing the release schedule will stop anymore payments from failing but delay their submission until the issue is resolved.

## Cause and Impact On Tuesday 26 November 2024, one of our banking network partners experienced a technical issue with a hardware component in their payment transaction system which resulted in a momentary loss of connectivity. Upon return, the impacted hardware component was unable to accept inbound funding transactions. To mitigate further client impact and avoid possibility of duplication, a small amount of submission files issued by Currencycloud were failed back to clients under automatic notification. ## Remediation A prompt resolution was achieved returning the service to expected behaviour on Thursday 28 November 2024. Funding successfully credited allowing sufficient balance for customer impacted payments value dated 27 November to process with a one-day delay. ##### Confidentiality Disclaimer ##### Important Information on Confidentiality and Copyright ##### © 2014—2024 Visa. All Rights Reserved. ##### Notice: This information is proprietary and CONFIDENTIAL to Visa. It is distributed to Visa participants for use exclusively in managing their Visa programs. It must not be duplicated, published, distributed or disclosed, in whole or in part, to merchants, cardholders or any other person without prior written permission from Visa. The trademarks, logos, trade names and service marks, whether registered or unregistered \(collectively the “Trademarks”\) are Trademarks owned by Visa. All other trademarks not attributed to Visa are the property of their respective owners.

This incident has been resolved.

Due to an issue with our banking provider, RON, CZK & HUF payments instructed for value date Tuesday 26th November may experience a delay in processing, we are working to resolve on priority

We are currently experiencing delays with RON, CZK & HUF processing due to an issue with our banking provider, we are working to resolve on priority

## **Overview** Due to technical difficulties with one of our banking partner’s correspondent banks, on Wednesday 20th November 2024 there were delays in crediting our RON, HUF and CZK funding movements instructed the previous day. Funds instructed on Tuesday 19th November 2024 were applied with value date of Thursday 21st November 2024 to account for currency cut-off times ## **Detailed Root Cause** The root cause was identified as a downstream technical issue with one of our RON, HUF and CZK banking partner’s correspondent banks. ## **Remediation** Timely engagement commenced with our RON, HUF and CZK banking partners, with a focus on reviewing contingency plans, controls and communication. Currencycloud aims to continue working with its banking partners to enhance systemic monitoring. ##### Confidentiality Disclaimer ##### Important Information on Confidentiality and Copyright ##### Notice: This information is proprietary and CONFIDENTIAL to Currencycloud and Currencycloud and Visa. It is distributed to Currencycloud and Visa participants for use exclusively in managing their Currencycloud and Visa programs. It must not be duplicated, published, distributed or disclosed, in whole or in part, to merchants, cardholders or any other person without prior written permission from Currencycloud and Visa. The trademarks, logos, trade names and service marks, whether registered or unregistered \(collectively the “Trademarks”\) are Trademarks owned by Currencycloud and Visa. All other trademarks not attributed to Currencycloud and Visa are the property of their respective owners.

This incident has been resolved.

We are currently experiencing intermittent delays with RON, CZK & HUF processing due to an issue with our banking provider, we are working to resolve on priority

**Overview** On Monday, 18th November, an error within the new payment system implemented by our USD Banking Provider meant funds received from Currencycloud were not correctly reflected within the client account balance shown on Tuesday, 19th November. Our USD Banking Partner identified the root cause and implemented a fix, which enabled the correct account balance to be reflected. All impacted transactions were processed with the value date Wednesday, 20th November. **Detailed Root Cause** The root cause was identified as an error within the new payment system implemented by our USD Banking Provider. As part of the migration to a new payment system, the funding received from Currencycloud was not being correctly reflected within the account balance. This resulted in an incorrect insufficient funds response when processing client transactions for a one-day period. **Client Impact** Local USD payments value dated Tuesday, 19th November experienced a one day delay. All impacted payments were processed with the value date Wednesday, 20th November. **Remediation** A fix was deployed to address the incorrect balance issue. All held client transactions were processed value dated Wednesday, November 20th, without further impact. ###### **Confidentiality Disclaimer** ###### This message and any attachments are intended solely for the use of our clients and may contain confidential information. If you are not the intended recipient, please notify the sender immediately and delete this message from your system. Any unauthorized review, use, disclosure, or distribution is prohibited.

Incident resolved: Any potentially impacted USD payments have been processed successfully

We are currently experiencing delays with USD processing due to an issue with our banking provider, we are working to resolve on priority

**Overview** At 11.28pm on Monday 18th November 2024 Currencycloud identified an ongoing issue with processing Fedwire transactions, upon investigation the cause was identified as a file formatting error with our USD banking provider, which occurred from 5.39pm on Monday 18th November and was resolved at 2:27am on Tuesday 19th November 2024. **Detailed Root Cause** The root cause was identified as a change implemented by our USD banking provider within the collection file format, without prior notification to Currencycloud. **Client Impact** As a result of the time taken to identify the issue and implement a change, 17:39pm on Monday 18th November 2024 to 2:27am on Tuesday 19th November 2024, 582 USD Collection Credits were delayed by one day. Impacted credits were applied with a value date of 19th November 2024, all subsequent credits were processed as per normal. **Remediation** Retrospective corrective action was taken to address the impacted files and wider system change introduced to ensure future files are processed without delay. ‌ ###### **Confidentiality Disclaimer** ###### This message and any attachments are intended solely for the use of our clients and may contain confidential information. If you are not the intended recipient, please notify the sender immediately and delete this message from your system. Any unauthorized review, use, disclosure, or distribution is prohibited.

The incident has been resolved.

We are currently experiencing an issue processing Fedwire transactions. The cause has been established and we are working to resolve the issue.

**WHAT HAPPENED** On 17th October 2024 customers may have experienced delays in receiving ‘Transfer Completed’ webhooks. **CLIENT IMPACT** Between 12:52pm and 21:20pm \(GMT\) no Transfer Completed webhooks were sent to clients. The incident impacted the Currencycloud platform, and some clients, by not sending the ‘Transfer Completed’ webhook. While there was a delay in clients receiving the Transfer Completed webhook confirmation, the transfers were completed correctly and on time. **ROOT CAUSE ANALYSIS** The root cause of this incident was an internal code change made to the transfer service removing the brand name from notifications which caused the notifications webhook service to be unable to resolve the brand and deliver webhooks correctly. **REMEDIATION** Currencycloud performed a rollback process and resent all missing webhooks. Additional monitoring has been created for individual webhook channels to quickly detect when webhooks are not being sent.

Balance Transfer webhook notifications are now being sent. Missing notifications during the outage will be rescheduled for delivery throughout 18/10/2024.

We are continuing to investigate this issue.

We are currently investigating an issue in which Balance Transfer webhook notifications not being sent.

**OVERVIEW** On 24 September 2024 at 1336, Currencycloud released an internal change that caused a large number of endpoints to return an internal server error, meaning that all client payment requests failed. ‌ **CLIENT IMPACT** The new release meant that attempts to input accounts, contacts, requests to create a payment or validate one, returned ‘Internal server error’ responses. As a result, for 22 minutes, between 1336 – 1358, on 24 September 2024, Currencycloud clients were unable to submit payments. ‌ **DETAILED ROOT CAUSE** The root cause of the incident was a change made to the ‘Accounts’ service that introduced a faulty configuration related to the permissions service URL. ‌ **REMEDIATION** Currencycloud performed a rollback process which was completed for all affected environments. The incident was resolved at 1358 on 24 September 2024. ‌ **PREVENTATIVE ACTIONS** Moving forward Currencycloud will ensure breaking changes are deployed in a phased approach to enable issue identification prior to entering the production environment.

The issue has been resolved and all services restored.

Team has identified the issue and working to resolve.

We are investigating an issue that is impacting our platform Further updates will follow as teams investigate the cause

**OVERVIEW** The incident began on September 25th at 1515 UTC when local Canadian Dollar \(CAD\) payments failed due to a Currencycloud update that was released. The incident was resolved at 2211 UTC on the same day. ‌ **CLIENT IMPACT** The incident impacted 1214 local CAD payments causing them to fail. Clients were informed at the time and were required to resubmit the payments. Due to the timing of the incident, those payments were delayed by one day. **DETAILED ROOT CAUSE** The root cause of the incident was a change made to the secure connection utilised to transfer files between Currencycloud and our local CAD banking partner. The change led to the use of an incorrect username for the secure file transfer protocol \(SFTP\) which caused the connection to fail, resulting in 1214 local CAD payments being unable to be submitted. ‌ **REMEDIATION** The incident was successfully mitigated by deploying a fix to use the correct SFTP username, restoring connectivity and enabling local CAD payments again. Payments that failed required resubmitting to their beneficiaries. ‌ **PREVENTATIVE ACTIONS** Update the Canary rollout procedure to run a health check and not progress the deployment if the secure file transfer protocol \(SFTP\) connection fails.

This incident has been resolved.

We are continuing to investigate an issue that caused local CAD payments value dated 25th Sept to fail. Investigation continues with targeted resolution ahead of the the next processing cut-off for 26th Sep.

We are investigating an issue that caused local CAD payments value dated 25th Sept to fail. Team are investigating the root cause.

**OVERVIEW** On 18 September 2024 at 8.38am, an incident occurred when an internal change was released that caused a large number of EUR local payments to fail with clients receiving a “technical error" code. ‌ **CLIENT IMPACT** The incident impacted 727 local EUR payments value dated 18 September 2024 causing them to fail. Clients were required to resubmit these payments in order for them to go through. The root cause of the incident was an internal configuration oversight that introduced a broken integration leading to payment failures. ‌ **REMEDIATION** The Currencycloud team disabled a payment release job to prevent more payments from failing, rolled back the internal change to restore service and restarted a payment release job. The incident was resolved at 10.40am on 18 September 2024. ‌ **PREVENTATIVE ACTIONS** Currencycloud has established a Payment Provider Integration Validation Checkpoint to prevent internal changes from getting into production in future.

The issue has been resolved. All payments that previously failed with a "technical error" must be resent. We apologies for any inconvenience this has caused.

We are investigating an increase in LOCAL EUR payment failures, this issue is not impacting all payments. Payments are failing with technical error We are investigating the cause of this increase and will provide an update as soon as possible.

**OVERVIEW** On 16 September 2024 at 8.23pm Currencycloud updated to the latest version of the SWIFT Auto Client solution \(version 1.6\). We started to see delays with processing HUF, CZK and RON payments. **CLIENT IMPACT** The incident impacted ALL local HUF, CZK, and RON payments, with the payment dates calculated for 16 and 17 September 2024 being delayed to 18 September 2024. The Currencucycloud team identified that the root cause was a previously unknown file bug in the SWIFT Auto Client. When upgrading to version 1.6, it caused issues with the companion files, leading to payments getting stuck in ‘submitted’. **REMEDIATION** After troubleshooting the issue with SWIFT support, the decision was made to revert the SWIFT Auto Client solution back to version 1.5, as this version did not have the file bug. The problem was resolved on 17 September 2024 at 2.13pm.

Issue has been resolved. Payments created after cut off on Friday the 13th Sept, Monday 16th Sept and before cut off on Tuesday the 17th Sept have been impacted and will be delayed till the 18th Sept

Remediation of the identified issue impacting HUF, CZK, RON local payments is underway. Resulting delays are being mitigated, due to currency cut-off instructed payments shall process with value date 18/09.

The issue has been identified and the team are working to resolve.

We are investigating an issue that has caused delays to HUF, HRK, CZK, RON local payments.

**OVERVIEW** The platform experienced a significant outage on 3 September 2024, triggered by an update to some micro services. The incident began with intermittent errors on the static data service, which then escalated to a complete platform-wide outage lasting approximately 20 minutes. **CLIENT IMPACT** The root cause of the incident was an issue with a micro service upgrade. Due to an error the upgrade process was not fully completed before the previous version was deleted and all services had successfully migrated to the newer version. Some services were still running with the old version, as they had not been restarted to pick up the new version. This meant these services could no longer communicate with each other as version had been deleted. In summary, the root cause was a gap in the upgrade process, where the old version was removed before all services had fully migrated to the new version. This led to a cascading failure that impacted a wide range of services and caused a significant platform outage **REMEDIATION** A restart of all impacted services allowed clients to pick-up the new version and resolve the incident. Process review conducted, improvements to the upgrade process are underway to move to a simpler process.

This incident has been resolved.

We are continuing to investigate this issue.

We are are investigating an escalation of the incident that has caused a major outage impacting multiple services, multiple teams are working to resolve the issue as soon as possible

Major platform outage

**OVERVIEW** The PGP encryption key that is used to send and receive messages with our PLN local provider required renewal, prior to the expiry date of 31 August 2024. Delays in successful completion resulted in the renewal occurring on the next working day, 2 September 2024, post the PLN currency cut-off. This delayed renewal resulted in 126 PLN payments value dated 2 September 2024 across 10 clients processing one day late. **ROOT CAUSE INVESTIGATION** Post the PLN currency cut-off on the last business day before the renewal, Friday 30 of August 2024, Currencycloud engaged with our local PLN provider to initiate renewal of the PGP encryption key that is used to send and receive messages. Upon completion, customers received error messages notifying them that service problems were being encountered. Upon investigation, we identified the inclusion of a secondary control passphrase which required additional code changes to support. The decision was taken to roll back to the previous encryption key and conclude the changes on the next working day. On 2 September 2024, the PGP encryption key renewal commenced, which included a detailed testing phase to ensure successful processing and was ultimately successful. This fix was put into the Currencycloud Production environment; however, the additional actions resulted in the change window being exceeded, thus our local PLN provider was unable to complete the requested transactions within the usual timeframes. The time to implement the renewal resulted in the passing of the PLN currency cut-off. **REMEDIATION** The PGP encryption key has now been successfully renewed with our local PLN provider. The 126 PLN payments value dated 2 September 2024 across 10 clients were processed one day late. We have conducted a full process review, moving forward we propose that renewals will incorporate contingency timelines to allow for potential delays in completion so that there is no impact to clients.

This incident has been resolved.

We are investigating an issue that could cause delays to clients local PLN payments reaching the beneficiary.

We were seeing issues on conversion create and rates endpoints. Customers might have encountered errors between 13:32 and 14:05 BST. The cause has been identified and resolved.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue that is causing a short delay in payments being submitted

This incident has been resolved.

We are currently investigating an issue affecting local SEK and DKK payment processing.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved

Update Upon further investigation the issue is with numbers in the subject line being blocked. Team is working to understand what is causing this and will resolve as soon as possible

We are investigating an issue that is blocking users submitting tickets using Get in Touch via DIRECT. We have narrowed down the issue to the content of the subject line containing short references which is being blocked. We are working to resolve the issue, until the issue is resolved removing any short reference from the subject line should allow the ticket to be created

This incident has been resolved.

We are investigating an issue in creating Local USD Virtual Accounts. Currently customers will be unable to pull back Local USD accounts for newly created accounts.

The incident has been resolved. All HUF, HRK, CZK and RON payments have been processed.

We are investigating an issue that could cause delays to HUF, HRK, CZK, RON local payments. We will update as soon as we have more information.

This incident has been resolved.

We are working with our external partners to understand the impact of this outage. Currently we are experiencing issues supporting requests for further information on transactions. All other services are working as expected but we will update accordingly as more information becomes available

Incident resolved. No payments were delayed.

We are currently investigating this issue.

This incident has been resolved.

We are currently investigating an issue affecting local SEK and DKK payment processing.

The incident has been resolved. We are now able to process SEK local payments. Delayed payments have completed or will complete tomorrow. We apologise for the inconvenience caused.

We are currently investigating an issue affecting local SEK payments.

This incident has been resolved.

Work has been carried out to resolve this, we are currently monitoring the situation.

We are investigating an issue impacting SWIFT Payment Tracking via API.