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.

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.

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.

#### **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. ‌ #### **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. ‌ **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. ‌ ‌ _Currencycloud Confidential_