Currencycloud Status

Postmortem: Issues Downloading Customer Reports 

Overview 

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

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

Client Impact 

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

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

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

Root Cause 

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

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

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

Currencycloud Confidential

Resolved: The issue affecting customer report downloads has now been resolved. Customer report downloads are returning data as expected following mitigation work and completion of a historical data resync.

We will continue to monitor the service to ensure stability. Thank you for your patience, and we apologize for any inconvenience caused.

Investigating: We are investigating an issue affecting customer report downloads. Some clients may experience downloaded reports appearing empty despite data being visible within the platform.

Our team is actively investigating and working to restore normal functionality as quickly as possible. As a temporary workaround, clients may be able to access the required information directly from the report results displayed on-screen.

No action is required at this time. We will continue to provide updates as more information becomes available.