Our investigation confirmed the issue was caused by external telecommunications and regulatory restrictions impacting SMS delivery, and not by a fault within the Currencycloud platform. We apologise for any inconvenience caused.

We have identified that some customers using mainland China (+86) phone numbers may experience issues receiving SMS verification codes required to access the Currencycloud platform. Our investigation has determined that SMS delivery to mainland China is currently being impacted by regulatory restrictions and controls imposed by Chinese authorities. As a result, verification messages may be delayed or not delivered, preventing some users from completing authentication. We are actively working with our messaging providers and partners to understand the scope of these restrictions, explore available mitigations, and identify potential long-term solutions. At this time, we do not have a confirmed resolution timeline. We apologise for the inconvenience and will continue to provide updates as more information becomes available.

We are aware of an issue affecting SMS-based multi-factor authentication (MFA) for users with +86 China phone numbers, which may prevent some customers from receiving verification codes and accessing the Currencycloud platform. Our SMS provider has advised that message delivery to China are currently subject to regulatory restrictions imposed by local authorities. As a result, SMS delivery cannot be guaranteed and may be impacted by factors outside of our provider's control. Customers are encouraged to utilise email-based MFA, where available, as an alternative authentication method while we continue to work with our provider to address the SMS delivery challenges.

We are currently investigating an issue affecting SMS authentication for users with +86 China phone numbers, which may prevent some customers from receiving verification codes and accessing the Currencycloud platform. Our teams are actively investigating the issue and working on restoring normal authentication service as quickly as possible. Thank you for your patience, and we apologise for any inconvenience caused.

## **Overview**  Between 31 August 2026 and 1 September 2026, some customers using mainland China \(\+86\) phone numbers experienced difficulties receiving SMS verification codes required to access the Currencycloud platform.  Our teams investigated reports of SMS authentication failures and worked with relevant service providers to determine the cause. The investigation confirmed that the issue was not caused by a fault within the Currencycloud platform.  The incident was resolved on 1 September 2026 following confirmation of the underlying cause and completion of the investigation.  ## **Client Impact**  A subset of customers using mainland China \(\+86\) phone numbers experienced difficulties receiving SMS verification codes required for multi-factor authentication \(MFA\), which may have prevented access to the Currencycloud platform.   The impact was limited to the delivery of SMS authentication messages.  ## **Root Cause**  Our investigation identified that SMS verification messages sent to mainland China mobile numbers were being affected by regulatory restrictions and controls applied within the local telecommunications ecosystem.  The delivery of authentication messages to mainland China is subject to external regulatory requirements and carrier controls that can impact whether messages are successfully delivered. These factors are outside of Currencycloud's direct control.  During the investigation, we reviewed potential application-level causes and assessed proposed code changes. However, further analysis confirmed that the authentication platform was operating as designed and that the delivery disruption was related to external message delivery restrictions rather than an issue within the Currencycloud service itself.  We continue to engage with our messaging service providers and network partners to understand any changes to these restrictions, assess available mitigation options, and evaluate longer-term authentication solutions where appropriate. At this time, no confirmed timeline has been provided for any change to the current delivery limitations.  We apologise for the inconvenience caused and will continue to monitor developments and provide updates should additional options become available.  Currencycloud Confidential