Overview

On 5th December 2024, the Confirmation of Payee file upload failed. This incident affected accounts created or updated between 02:00 on 5th December 2024 and 02:00 on 6th December 2024. The issue was resolved at 08:21 on 7th December 2024.

Client Impact

Accounts created or updated during the affected period were not captured for Confirmation of Payee within our Provider. When remitters attempted to send funds to these accounts, the accounts weren't validated, although remitters could choose to override this. Normal processing resumed on 7th December 2024.

Detailed Root Cause

The incident was caused by an external process within our Provider. The file was moved off the Provider’s SFTP server while Currencycloud was still in the process of uploading, resulting in an error. This timing conflict led to the accounts not being captured correctly.

Remediation

To prevent similar issues in the future, Currencycloud's timing schedule was adjusted to avoid overlapping with our Provider's internal processes. This adjustment will ensure smoother uploads and accurate account capturing. We will maintain continuous monitoring and coordination with our Provider to mitigate any further issues in the future.

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