Currencycloud experienced a minor incident on October 16, 2026 affecting Other, lasting 4d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 16, 2026, 09:42 AM UTC
We are aware of an issue impacting the processing of support emails, where messages are being successfully delivered but are not consistently appearing within our support platform. Our teams are actively investigating this as a priority. In the meantime, where possible, please continue to submit requests via Direct. If you require assistance, please contact us through the Support section within the platform. We apologise for any inconvenience and will provide further updates as soon as they become available. For further guidance refer to Help Centre > Currencycloud Web Portals > Currencycloud Direct > Support Tickets FAQ https://support.currencycloud.com/hc/en-gb/articles/360020890340-Support-tickets-FAQ
- identified Oct 16, 2026, 09:44 AM UTC
We are aware of an issue impacting the processing of support emails, where messages are being successfully delivered but are not consistently appearing within our support platform. Our teams are actively investigating this as a priority. In the meantime, where possible, please continue to submit requests via Direct. If you require assistance, please contact us through the Support section within the platform. We apologise for any inconvenience and will provide further updates as soon as they become available. For further guidance refer to Help Centre > Currencycloud Web Portals > Currencycloud Direct > Support Tickets FAQ https://support.currencycloud.com/hc/en-gb/articles/360020890340-Support-tickets-FAQ
- monitoring Oct 20, 2026, 10:57 AM UTC
A mitigation was implemented on 19 October at 5:44 PM BST and monitoring is ongoing. Based on current findings, the issue was intermittent in nature and did not affect all inbound emails. Please contact Support if you continue to experience issues.
- resolved Oct 21, 2026, 08:43 AM UTC
The issue affecting the processing of some support emails has been resolved. Investigation confirmed the impact was limited to intermittent email processing failures on 14 October, while other emails continued to be processed successfully. We will continue to monitor the service and work with Microsoft on a permanent resolution. If you experience any further issues, please contact Support.
- postmortem Oct 21, 2026, 09:16 AM UTC
## Overview Between 13 October and 19 October, we experienced an issue affecting the processing of a subset of support emails sent to Currencycloud. While emails were successfully delivered, some were not consistently appearing within our support platform for processing. A mitigation was implemented on 19 October, after which email processing returned to expected levels. Ongoing monitoring has not identified any significant recurrence of the issue. ## Client Impact A subset of clients may have experienced delays in the processing of support requests submitted via email during the affected period. The issue was intermittent and did not impact all incoming emails. Many support emails continued to be processed successfully throughout the incident. No customer action is required; however, clients who believe a support request was not processed during this period may contact Support for assistance. ## Root Cause Our investigation determined that the issue was caused by an unexpected email processing behavior within a service provider dependency used to route and process inbound support emails. To restore service, a temporary mitigation was implemented which successfully resumed normal email processing. Following the mitigation, monitoring confirmed that emails were being processed as expected. We continue to work with the service provider to complete the root cause investigation and identify any additional long-term improvements. A permanent solution will be implemented before the temporary mitigation expires to help prevent recurrence of this issue. Currencycloud Confidential