Central 1 Status

Resolved: Central 1's technical team has confirmed that all November 2 missed return items have been processed and are reflected in this morning's report.

Central 1 Support – [email protected] - 1.888.889.7878, press 1

Identified: We processed the return items received during the morning of November 2 on November 3. However, we did not pick up a second file received on the afternoon of November 2 for processing.

We have submitted the affected returns through the Payments Canada exchange, and they will be included in tomorrow's report.

Central 1 Support – [email protected] - 1.888.889.7878, press 1

Identified: Central 1 has identified that return AFT items dated November 2 that were missed and subsequently reprocessed were not included in this morning’s ICBR report.

Central 1's technical team is currently investigating the issue.

We will provide an update by 10 a.m. PT (12 p.m. ET), or sooner if we receive additional information.

Central 1 Support – [email protected] - 1.888.889.7878, press 1

Resolved: MemberDirect and Forge have remained stable for the past 2 hours.

As a result, we are resolving this incident.

If you experience any further issues, please contact Client Support.

Central 1 - [email protected] - 1.888.889.7878, option 0

Monitoring: We have restored service following a restart of the affected backend server. Forge, MemberDirect, and PaymentStream Direct are now operating normally.

Technical teams continue to monitor the environment closely to ensure service stability and to complete the root cause investigation.

We apologize for the disruption and thank you for your patience while we worked to restore service.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: We continue to investigate intermittent service issues affecting MemberDirect.

As part of ongoing remediation efforts, we will be taking a backend server offline to perform emergency maintenance. This action is expected to result in an outage of MemberDirect login services and PaymentStream Direct for approximately 10 minutes.

Technical teams will continue to monitor the environment and work toward full service restoration. Further updates will be provided as they become available.

We apologize for the inconvenience and appreciate your patience.

Identified: MemberDirect (MD) and Forge remain intermittently unavailable. We identified an issue with the member database and blocked the affected member; however, the outages continue.

Intellect Design is actively investigating the MA servers and will provide further updates as information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: Central 1 and Intellect Design continue investigating the service degradation affecting Forge and MemberDirect. Although our previous update indicated the incident was resolved, the issue recurred at approximately 8:20 a.m. PCT / 10:20 a.m. ET.

Based on current investigations, MemberDirect Business and PaymentStream Direct were and are not impacted by this issue.

Technical teams are actively investigating the cause of the recurring service degradation and working to restore service stability as quickly as possible.

Further updates will be provided as more information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Monitoring: Central 1 has resolved the outage affecting MemberDirect, Forge, MemberDirect Business, and PaymentStream Direct. The outage began at 5:53 a.m. PT (7:53 a.m. ET) and was resolved at 7:53 a.m. PT (9:53 a.m. ET).

Central 1’s technical team will continue to monitor the environment and investigate the root cause of the incident.

Central 1 - [email protected] - 1.888.889.7878, option 2

Resolved: User access to Branch and Corporate Capture has been restored.

Please contact Client Support if you experience any further issues.

Central 1 – [email protected] - 1.888.889.7878, press 1

Investigating: Some users have reported getting an error message when trying to access the Branch and Corporate Capture applications.

Central 1 is investigating the incident and will provide an update by 9:00 a.m. PT (11 a.m. ET).

Central 1 – [email protected] - 1.888.889.7878, press 1

Investigating: Central 1 is aware of an issue affecting outgoing Foreign Exchange wires, where transactions are being processed to the current account using the member rate instead of the client rate.

Central 1’s technical team is actively investigating the issue.

We will provide the next update on this incident by November 12 at 9:00 a.m. PT (12:00 p.m. ET), or sooner if the issue is resolved.

Central 1 – [email protected] - 1.888.889.7878, press 1

Investigating: Central 1 is aware of an issue affecting outgoing Foreign Exchange wires, where transactions are being processed to the current account using the member rate instead of the client rate.

Central 1’s technical team is actively investigating the issue.

We will provide the next update on this incident by November 12 at 9:00 a.m. PT (12:00 p.m. ET), or sooner if the issue is resolved.

Central 1 – [email protected] - 1.888.889.7878, press 1

Investigating: Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App.

We recognize that this issue has been ongoing for an extended period of time and understand the frustration this has caused for clients and affected users. Please be assured that we remain fully committed to this investigation and continue to pursue all available avenues of troubleshooting.

Since our previous update, we have continued reviewing available diagnostic information and testing various scenarios in an effort to better understand the behaviour. While we have received assistance from affected users testing debug versions of the production iOS application, the information collected to date has not identified a clear root cause. Although we have observed some encouraging developments through our testing efforts, further validation and analysis are still required.

That said, our testing has indicated that a version of the App incorporating changes currently present in the debug build may help reduce occurrences of saved login information being cleared. It is important to note that instances of the issue have still been reported, and the underlying cause remains unknown despite the encouraging results observed to date. As such, this version should not be considered a permanent resolution or guaranteed fix. Rather, it is being made available as an optional upgrade path for clients while our investigation continues.

Availability of this upgrade is currently targeted for the end of this week, which will allow our Development team additional time to finalize and refine the App build prior to deployment.

Clients interested in exploring this upgrade option, or who have any questions regarding the new App version, are encouraged to respond within their respective incident or via email.

Thank you for your continued patience and partnership as we work toward a resolution.

[email protected] 1.888.889.7878 (option 2)

Investigating: Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App. This remains a high-priority investigation, and we continue to devote resources toward identifying the underlying cause.

As part of our ongoing troubleshooting efforts, we may have identified an instance where the issue was reproduced by a staff member using a debug version of the production iOS application. While this is an encouraging development, the investigation is still in progress and additional analysis is required.

We continue to encourage users testing the debug version of the iOS application to report any occurrences of this issue and provide as much detail as possible to assist with our investigation.

We understand the impact this issue has on affected users and appreciate your continued patience and cooperation. Please be assured that the investigation remains active and ongoing, and we will provide further updates as soon as significant new information becomes available.

Thank you for your continued partnership as we work toward a resolution.

[email protected] 1.888.889.7878 (option 2)

Investigating: Please be assured that we continue to treat this as a priority investigation and remain actively engaged with our Development team. Over the past several weeks, we've dedicated significant effort to reproducing the behavior internally and identifying a reliable pattern that would help us isolate the root cause.

Unfortunately, despite extensive testing, we have not yet been able to replicate the issue in our own environments. We've also worked with a small number of affected clients by providing debug versions of the iOS application to capture additional diagnostic information during reproduction attempts; however, these efforts have not yet produced any conclusive findings. While we do not have a meaningful update on the root cause at this time, the investigation remains active and ongoing. We understand the impact this issue has on your users and appreciate your patience as we continue working to gather the information necessary to move the investigation forward.

In the meantime, we encourage affected staff members to continue testing with the debug iOS application where possible. For impacted clients who have not yet received the debug version and would like to assist with troubleshooting, please let us know and we would be happy to provide it.

Should the issue occur again, any details surrounding the event would be extremely helpful to our investigation. In particular, we would appreciate information regarding the actions performed leading up to the login being cleared, the timestamp, the device type and model, the operating system version (iOS), and any screenshots or screen recordings that may help us better understand the circumstances under which the issue occurred.

We remain committed to resolving this issue and will provide further updates as soon as we have any significant developments to share. Thank you for your continued patience and understanding.

[email protected] - 1.888.889.7878 (option 2)

Investigating: We continue to investigate an issue affecting some members using the Forge App on iOS devices, where saved login information may not be retained as expected.

Through our investigation, we have identified a valid workaround that allows saved login functionality to continue working as designed. Members should ensure that Biometric Login (Face ID or Touch ID) is enabled within the Forge App. We have observed that when Biometric Login is disabled, saved login information may be removed, either immediately or after a period of time.

While the workaround has proven effective, our team continues to investigate the underlying cause. We have experienced challenges consistently reproducing the issue within our internal testing environments, which has extended the time required to identify the root cause and implement a permanent fix.

Our team remains actively engaged in the investigation and will provide additional updates as more information becomes available.

[email protected] - 1.888.889.7878 (option 2)

Investigating: We are currently investigating an issue affecting some users on iOS devices where saved login information is not being retained as expected on the v18.1 Forge App.

Some members reported that the issue was resolved after upgrading their device to iOS 26.5 operating system. While we have not yet confirmed this as a universal solution, members experiencing this issue may wish to ensure their device is running the latest available version of iOS.

Members can continue to access the service by manually entering their card number and password if their saved login is unavailable.

Our team is actively investigating the issue and working to determine the root cause. Additional updates will be provided as more information becomes available.

We apologize for any inconvenience and appreciate your patience while we work toward a resolution.

[email protected] - 1.888.889.7878 (option 2)

Resolved: MemberDirect and Forge have remained stable for the past 2 hours.

As a result, we are resolving this incident.

If you experience any further issues, please contact Client Support.

Central 1 - [email protected] - 1.888.889.7878, option 0

Monitoring: We have restored service following a restart of the affected backend server. Forge, MemberDirect, and PaymentStream Direct are now operating normally.

Technical teams continue to monitor the environment closely to ensure service stability and to complete the root cause investigation.

We apologize for the disruption and thank you for your patience while we worked to restore service.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: We continue to investigate intermittent service issues affecting MemberDirect.

As part of ongoing remediation efforts, we will be taking a backend server offline to perform emergency maintenance. This action is expected to result in an outage of MemberDirect login services and PaymentStream Direct for approximately 10 minutes.

Technical teams will continue to monitor the environment and work toward full service restoration. Further updates will be provided as they become available.

We apologize for the inconvenience and appreciate your patience.

Identified: MemberDirect (MD) and Forge remain intermittently unavailable. We identified an issue with the member database and blocked the affected member; however, the outages continue.

Intellect Design is actively investigating the MA servers and will provide further updates as information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: Central 1 and Intellect Design continue investigating the service degradation affecting Forge and MemberDirect. Although our previous update indicated the incident was resolved, the issue recurred at approximately 8:20 a.m. PCT / 10:20 a.m. ET.

Based on current investigations, MemberDirect Business and PaymentStream Direct were and are not impacted by this issue.

Technical teams are actively investigating the cause of the recurring service degradation and working to restore service stability as quickly as possible.

Further updates will be provided as more information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Monitoring: Central 1 has resolved the outage affecting MemberDirect, Forge, MemberDirect Business, and PaymentStream Direct. The outage began at 5:53 a.m. PT (7:53 a.m. ET) and was resolved at 7:53 a.m. PT (9:53 a.m. ET).

Central 1’s technical team will continue to monitor the environment and investigate the root cause of the incident.

Central 1 - [email protected] - 1.888.889.7878, option 2

Resolved: The issue affecting the Add Payee feature on both desktop and mobile banking platforms has been resolved. Members should now be able to add new payees normally.

We apologize for any inconvenience this issue may have caused and thank you for your patience while our teams worked to restore service.

This incident is now resolved.

Investigating: We continue to work on a fix for the issue affecting the Add Payee feature on both desktop and mobile banking platforms. Members remain unable to add new payees at this time.

Our teams are actively working toward a resolution. We will provide our next update at 4pm PCT / 6pm ET.

Investigating: We continue to work on a fix for the issue affecting the Add Payee feature on both desktop and mobile banking platforms. Members remain unable to add new payees at this time.

Workaround: New payees can still be added through the banking host.

Our teams are actively working toward resolution. We will provide our next update at 2pm PCT / 4pm ET.

Investigating: We are aware of an issue affecting the Add Payee feature on both desktop and mobile banking platforms. Members are currently unable to add new payees.

Our team is actively investigating the issue and working to restore service as quickly as possible.

Workaround: New payees can be added through the banking host while we work toward a resolution.

We will provide further updates as they become available.

[email protected] 1.888.889.7878 (option 2)

Investigating: Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App.

We recognize that this issue has been ongoing for an extended period of time and understand the frustration this has caused for clients and affected users. Please be assured that we remain fully committed to this investigation and continue to pursue all available avenues of troubleshooting.

Since our previous update, we have continued reviewing available diagnostic information and testing various scenarios in an effort to better understand the behaviour. While we have received assistance from affected users testing debug versions of the production iOS application, the information collected to date has not identified a clear root cause. Although we have observed some encouraging developments through our testing efforts, further validation and analysis are still required.

That said, our testing has indicated that a version of the App incorporating changes currently present in the debug build may help reduce occurrences of saved login information being cleared. It is important to note that instances of the issue have still been reported, and the underlying cause remains unknown despite the encouraging results observed to date. As such, this version should not be considered a permanent resolution or guaranteed fix. Rather, it is being made available as an optional upgrade path for clients while our investigation continues.

Availability of this upgrade is currently targeted for the end of this week, which will allow our Development team additional time to finalize and refine the App build prior to deployment.

Clients interested in exploring this upgrade option, or who have any questions regarding the new App version, are encouraged to respond within their respective incident or via email.

Thank you for your continued patience and partnership as we work toward a resolution.

[email protected] 1.888.889.7878 (option 2)

Investigating: Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App. This remains a high-priority investigation, and we continue to devote resources toward identifying the underlying cause.

As part of our ongoing troubleshooting efforts, we may have identified an instance where the issue was reproduced by a staff member using a debug version of the production iOS application. While this is an encouraging development, the investigation is still in progress and additional analysis is required.

We continue to encourage users testing the debug version of the iOS application to report any occurrences of this issue and provide as much detail as possible to assist with our investigation.

We understand the impact this issue has on affected users and appreciate your continued patience and cooperation. Please be assured that the investigation remains active and ongoing, and we will provide further updates as soon as significant new information becomes available.

Thank you for your continued partnership as we work toward a resolution.

[email protected] 1.888.889.7878 (option 2)

Investigating: Please be assured that we continue to treat this as a priority investigation and remain actively engaged with our Development team. Over the past several weeks, we've dedicated significant effort to reproducing the behavior internally and identifying a reliable pattern that would help us isolate the root cause.

Unfortunately, despite extensive testing, we have not yet been able to replicate the issue in our own environments. We've also worked with a small number of affected clients by providing debug versions of the iOS application to capture additional diagnostic information during reproduction attempts; however, these efforts have not yet produced any conclusive findings. While we do not have a meaningful update on the root cause at this time, the investigation remains active and ongoing. We understand the impact this issue has on your users and appreciate your patience as we continue working to gather the information necessary to move the investigation forward.

In the meantime, we encourage affected staff members to continue testing with the debug iOS application where possible. For impacted clients who have not yet received the debug version and would like to assist with troubleshooting, please let us know and we would be happy to provide it.

Should the issue occur again, any details surrounding the event would be extremely helpful to our investigation. In particular, we would appreciate information regarding the actions performed leading up to the login being cleared, the timestamp, the device type and model, the operating system version (iOS), and any screenshots or screen recordings that may help us better understand the circumstances under which the issue occurred.

We remain committed to resolving this issue and will provide further updates as soon as we have any significant developments to share. Thank you for your continued patience and understanding.

[email protected] - 1.888.889.7878 (option 2)

Investigating: We continue to investigate an issue affecting some members using the Forge App on iOS devices, where saved login information may not be retained as expected.

Through our investigation, we have identified a valid workaround that allows saved login functionality to continue working as designed. Members should ensure that Biometric Login (Face ID or Touch ID) is enabled within the Forge App. We have observed that when Biometric Login is disabled, saved login information may be removed, either immediately or after a period of time.

While the workaround has proven effective, our team continues to investigate the underlying cause. We have experienced challenges consistently reproducing the issue within our internal testing environments, which has extended the time required to identify the root cause and implement a permanent fix.

Our team remains actively engaged in the investigation and will provide additional updates as more information becomes available.

[email protected] - 1.888.889.7878 (option 2)

Investigating: We are currently investigating an issue affecting some users on iOS devices where saved login information is not being retained as expected on the v18.1 Forge App.

Some members reported that the issue was resolved after upgrading their device to iOS 26.5 operating system. While we have not yet confirmed this as a universal solution, members experiencing this issue may wish to ensure their device is running the latest available version of iOS.

Members can continue to access the service by manually entering their card number and password if their saved login is unavailable.

Our team is actively investigating the issue and working to determine the root cause. Additional updates will be provided as more information becomes available.

We apologize for any inconvenience and appreciate your patience while we work toward a resolution.

[email protected] - 1.888.889.7878 (option 2)

Resolved: MemberDirect and Forge have remained stable for the past 2 hours.

As a result, we are resolving this incident.

If you experience any further issues, please contact Client Support.

Central 1 - [email protected] - 1.888.889.7878, option 0

Monitoring: We have restored service following a restart of the affected backend server. Forge, MemberDirect, and PaymentStream Direct are now operating normally.

Technical teams continue to monitor the environment closely to ensure service stability and to complete the root cause investigation.

We apologize for the disruption and thank you for your patience while we worked to restore service.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: We continue to investigate intermittent service issues affecting MemberDirect.

As part of ongoing remediation efforts, we will be taking a backend server offline to perform emergency maintenance. This action is expected to result in an outage of MemberDirect login services and PaymentStream Direct for approximately 10 minutes.

Technical teams will continue to monitor the environment and work toward full service restoration. Further updates will be provided as they become available.

We apologize for the inconvenience and appreciate your patience.

Identified: MemberDirect (MD) and Forge remain intermittently unavailable. We identified an issue with the member database and blocked the affected member; however, the outages continue.

Intellect Design is actively investigating the MA servers and will provide further updates as information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Identified: Central 1 and Intellect Design continue investigating the service degradation affecting Forge and MemberDirect. Although our previous update indicated the incident was resolved, the issue recurred at approximately 8:20 a.m. PCT / 10:20 a.m. ET.

Based on current investigations, MemberDirect Business and PaymentStream Direct were and are not impacted by this issue.

Technical teams are actively investigating the cause of the recurring service degradation and working to restore service stability as quickly as possible.

Further updates will be provided as more information becomes available.

Central 1 - [email protected] - 1.888.889.7878, option 2

Monitoring: Central 1 has resolved the outage affecting MemberDirect, Forge, MemberDirect Business, and PaymentStream Direct. The outage began at 5:53 a.m. PT (7:53 a.m. ET) and was resolved at 7:53 a.m. PT (9:53 a.m. ET).

Central 1’s technical team will continue to monitor the environment and investigate the root cause of the incident.

Central 1 - [email protected] - 1.888.889.7878, option 2