Postmortem: # Overview

On 21 September 2026, a subset of API requests experienced intermittent errors across multiple API endpoints. The issue was identified at approximately 19:52 UTC and resolved by 20:41 UTC, with elevated error rates observed intermittently during that period. Services remained stable, and no further issues were observed following resolution.

Client Impact

During the incident window, some clients may have experienced temporary failures when accessing API functionality, including payments, transactions, balances, conversions, and rates.
The disruption was brief, and no data integrity issues, loss of funds, or customer action requirements were identified.

Root Cause

The incident coincided with a routine infrastructure event within our production environment that resulted in a number of service instances being redistributed. During this transition, some requests were unable to be processed successfully, leading to a short period of elevated API errors.

Once the issue was identified, the affected services were stabilized and monitored to confirm normal operation. Service performance returned to expected levels and remained stable for the remainder of the monitoring period.
As part of our ongoing review process, we are evaluating additional safeguards around infrastructure transitions and service readiness checks to further reduce the likelihood of similar issues in the future.

Thank you for your understanding as we continue to enhance the reliability and resilience of our services. ‌

Currencycloud Confidential

Resolved: The issue causing intermittent API errors has been resolved, and services are operating normally. A number of API requests experienced transient failures during brief periods of elevated error rates; however, no further issues have been observed since mitigation was completed.

Monitoring: We have identified the cause of the elevated error rates and implemented mitigation. A platform-wide node replacement event briefly left services without ready endpoints to handle requests. We have rolled back a recent deployment as a precaution and confirmed service stability has been restored.

A small subset of requests may have experienced errors during the brief window when endpoints were unavailable. Our teams are actively monitoring the affected services to ensure full stability before returning to standard operations.

Investigating: An issue is currently affecting multiple API endpoints and is under investigation. A spike in server errors was detected and has since subsided with no further errors observed. We are monitoring the situation closely and will provide updates as the investigation progresses.

Some customers may have experienced errors when accessing endpoints during the incident window. We appreciate your patience as we investigate the root cause and work to prevent recurrence.

Postmortem: #### Overview

On 14 September, a subset of CAD payments failed to complete successfully during a period of unusually high payment activity. The issue was identified through automated monitoring and investigated immediately. Throughout the incident, the wider platform remained available and operating normally.

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Client Impact

A subset of clients experienced failed or delayed CAD payments during the incident window, which may have resulted in funds reaching beneficiaries later than expected. Affected payments required reprocessing once normal processing conditions were restored. We recognise the disruption this may have caused to clients and beneficiaries, particularly where payments were time-sensitive. No impact was identified to other currencies, products, or broader platform services.

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Root Cause

The incident occurred when an unexpectedly high volume of CAD payments temporarily exhausted the available liquidity used to support payment processing. As a result, a number of payment requests could not be completed and were returned as failed. Our investigation confirmed that payment instructions were submitted correctly and that there were no application defects or operational errors within Currencycloud systems. Service returned to normal once sufficient liquidity became available, and no further occurrences were observed following the incident. Prevention and Improvements Following the incident, we reviewed our monitoring and liquidity management processes. While existing monitoring detected the issue as designed, we are implementing additional safeguards to provide earlier visibility of elevated payment activity and potential capacity risks. We are also working with our banking partners to review liquidity thresholds, monitoring arrangements, and escalation processes to reduce the likelihood of a similar event occurring in the future. These actions are intended to improve our ability to identify and respond to periods of exceptional payment demand before customer impact occurs.

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Currencycloud Confidential

Resolved: CAD payment processing has remained stable since 14 September, with no repeat instances of the issue observed.

As service has continued to operate as expected throughout the monitoring period, this incident is now considered resolved. We will continue to work with relevant network partners on follow-up actions and preventative measures arising from our review of the incident.

Monitoring: We have not observed any further instances of the issue affecting CAD payments since 14 September, and payment processing continues to operate as expected.

Our teams remain engaged with the banking partner to complete the root cause investigation into the initial subset of payment failures. While service remains stable, we will continue to monitor closely and provide further updates if new information becomes available.

Investigating: 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.