Overview

On 26/03/21 a small number of customers experienced delays with crediting funds to their Currencycloud client settlement accounts via SWIFT.

Timeline

26/03/2021

14:45 UTC - Currencycloud observed that the volume of funding into client accounts was not at normal levels. Investigations discovered an issue with a particular funding channel. Currencycloud health checks confirmed the platform was not processing the credits as expected.

15:05 UTC - Customers were advised that funding into Currencycloud settlement accounts were experiencing delays.

15:15 UTC - Currencycloud identified that a recent refactoring had affected a feature flag required to process funding into the client settlement account.

15:20 UTC - The feature flag was addressed, and client funds began to be processed, but a backlog of funds to be credited remained to be cleared, this action requires reprocessing of each credit and needs to be done systematically and carefully.

16:36 UTC - Missing credits processed.

Resolution

Re-enabled the feature flag to allow funding to be credited and update Currencycloud client settlement accounts, and manually reprocess the backlog of missing credits.

Root Cause Analysis

A feature flag was impacted as part of a refactoring exercise. Client settlement accounts were dependent on this feature flag to parse credits into the client settlement account.

Remediation Items

• Review and implement further precautionary measures with regards to feature flags to protect service dependent feature flags.
• Review and implement changes to our monitoring to detect when files are not being processed correctly.