The issue impacting payment processing was related to payment status updates only. All payments continued to be processed and executed as instructed. Due to an internal technical issue, we identified a delay in payment status updates being reflected within the platform. As a result, a subset of customers across multiple currencies and payment routes may have seen payments remain in an intermediate status for longer than expected, despite the payments being processed successfully. The issue was successfully resolved on 1 September 2026. All payment statuses have since been updated correctly, and no delays were experienced in the underlying processing or execution of payments. The service is operating normally. We apologise for any inconvenience caused.

We have identified an issue impacting payment processing. As a result, some payments may experience delays. Our teams are actively investigating the issue and working to restore normal service as quickly as possible. Further updates will be provided as more information becomes available.

## Overview  On 1 September 2026, customers may have experienced delays in payment status updates within the Currencycloud platform. During the incident, some payments remained in a submitted status for longer than expected, despite having already been successfully processed.  The issue was related to the display and progression of payment statuses within the platform rather than the execution of payments themselves.  The incident was resolved on 3 September 2026 following recovery of the affected payment statuses and completion of reconciliation and ledger validation activities.  ## Client Impact  A subset of customers may have observed payments remaining in an intermediate status within the Currencycloud platform for longer than expected.  While payment statuses were not updating correctly, payments continued to be processed and executed as instructed. Customers may therefore have seen an inaccurate status displayed despite the underlying payment having been successfully processed.  Following recovery activities, all affected payment statuses were updated and reconciled. No action was required from customers.  ## Root Cause  The incident was caused by a technical dependency issue introduced during a routine platform configuration change. Under specific circumstances, a service responsible for processing payment status updates was unable to successfully retrieve information required to complete payment status progression.  As a result, a subset of payments remained in a submitted status despite having already been processed. The issue affected payment status updates only and did not prevent the successful execution of customer payments.  Once identified, the affected payments were recovered and progressed to their correct status. Additional configuration changes were implemented to ensure service communications follow the intended routing path, and further review actions have been established to strengthen validation, monitoring, and dependency management processes.  The service is operating normally, and preventative improvements are being tracked through follow-up actions to reduce the risk of similar issues occurring in the future.  Currencycloud Confidential