The issue affecting the ability to view beneficiary information has now been resolved. Beneficiary details are loading normally and service stability has been confirmed through monitoring. We apologize for the inconvenience caused and appreciate your patience while teams investigated and restored the service.

We have implemented recovery actions and service functionality has been restored. Customers should once again be able to view beneficiary details and access records that were previously returning errors. We are continuing to monitor the service to ensure stability while our teams complete their investigation into the underlying cause. We will provide a further update once issue is fully resolved.

We are investigating an issue affecting beneficiary details within Direct. As a result, some customers may be unable to view existing beneficiary information and may receive an error message when attempting to access beneficiary details. Our teams are actively investigating and working to restore normal service. We will provide further updates as more information becomes available.

## **Overview**  On 1 September 2026, customers using Direct experienced an issue where beneficiary details were not displayed correctly. Affected users may have been unable to view existing beneficiary information and could receive a "beneficiary not found" error when attempting to access beneficiary records.  The issue affected beneficiary retrieval functionality within Direct and was caused by a service communication problem following a routine platform change.  The incident was identified and service was restored on 1 September 2026.  ## **Client Impact**  A subset of customers experienced difficulties viewing beneficiary details within Direct during the incident period.  As a result, some users may have been unable to access beneficiary information or may have encountered error messages when attempting to retrieve beneficiary records.  Payment processing services remained available, although some related payment activities may have experienced delays while beneficiary information was unavailable.  ## **Root Cause**  The incident resulted from a service configuration dependency that was exposed during a routine platform change. A beneficiary information service continued to reference a legacy service endpoint that was unavailable following the platform update, causing beneficiary retrieval requests to fail.  The issue was identified and resolved by updating the service configuration to use the intended platform routing mechanism. Following restoration of service, additional reviews were undertaken to identify similar dependencies and strengthen configuration governance and validation controls.  Currencycloud Confidential