CUSI has identified an issue where failed eCheck notifications are not being sent when an eCheck is returned for non-sufficient funds (NSF). Our team is working on a fix.

In the meantime, please use your daily payout reports to check for returned eChecks and make any account adjustments you need.

We’ll post another update as soon as we have more information.

We apologize for the inconvenience and thank you for your patience.

Status: Monitoring

Update:
We’ve deployed a fix for the issue in CWP that kept failed eCheck notifications from being sent when an eCheck was returned for non-sufficient funds (NSF). We’ve confirmed that notifications are now going out for new NSF returns.

We’re also sending notifications for NSF returns from the past 15 days that were missed. For returns older than 15 days, please use your daily payout reports to find any returned eChecks and make the account adjustments you need.

CUSI will keep monitoring and post another update once the missed notifications have been sent. Thank you for your patience.

Status: Investigating

Message:
We are aware of an issue where some customers get a “403 Forbidden” error when trying to log in to the Customer Web Portal (CWP). Our team is investigating the cause.

During this time, customers may not be able to reach their accounts, view bills, or make payments through CWP. We apologize for the inconvenience and will post another update as soon as we learn more.

Status: Monitoring

Message:
We have deployed a fix for the issue that caused some customers to get a “403 Forbidden” error when logging in to the Customer Web Portal (CWP). Customers should now be able to log in, view bills, and make payments as normal.

We are watching the system to make sure the issue is fully resolved. If a customer still gets a 403 error, they should clear their browser cache or try a private/incognito window. If that doesn’t fix it, please contact CUSI Support.

We will post a final update once we confirm the issue is resolved.

Status: Resolved

Message:
The issue that caused some customers to get a “403 Forbidden” error when logging in to the Customer Web Portal (CWP) has been resolved. After deploying a fix and monitoring the system, we have confirmed that CWP is working normally. Customers can log in, view bills, and make payments as usual.

Thank you for your patience while we worked on this issue. If you or your customers still have trouble logging in, please contact CUSI Support at techsupport@cusi.com.

Unscheduled Maintenance: Online Account Registration & Password Resets

Monitoring: Online Account Registration & Password Resets

Online account registration, password resets, and account recovery are available again. Overnight, our team put security improvements in place and deployed them to all customer portals.

We are monitoring the system closely. If we see any more problems, we may need to turn these features off again for a short time, and we’ll post an update here if that happens.

If you tried to register or reset your password during the outage and it didn’t work, please try again now.

Thank you for your patience.

Resolved: Online Account Registration & Password Resets

Online account registration and password resets have been restored. Users can now register new accounts and reset their passwords as usual.

If you still have trouble registering or resetting your password, try clearing your browser cache or using a different browser. If that doesn’t fix it, please contact your utility’s customer service office for help.

We apologize for the inconvenience and thank you for your patience.

[In progress]

Cyber Incident Containment and Investigation Update

Status: Investigation Ongoing
Last Updated: 10/15/2026 8:00 a.m.
Update Frequency: Daily

Important Notice

Based on our current information, the cyber incident outlined in this notice is contained. The investigation into this cybersecurity incident is ongoing and projected to be complete by November 6. Accordingly, all information provided in this update is preliminary and subject to change as additional facts are confirmed. CUSI will provide further updates as new information becomes available or existing information is updated.

Confidentiality Notice: This information is confidential as defined by any applicable contractual provisions regarding “Confidential Information.” It must not be redistributed without the express consent of CUSI.

The information provided below is limited to the services CUSI provides to your organization. Responses regarding CUSI-hosted services do not apply to UMS on-premises configured servers, as those servers are outside the control of CUSI.  Additionally, this information is for your general awareness, so please contact CUSI for specific details on any impact to your organization and specific configuration.

1. Investigation & Incident Response

Is a third-party forensic firm involved, and have law enforcement or CISA been notified?

Yes. CUSI is actively engaged with a third-party forensic firm to assist with the investigation. The Cybersecurity and Infrastructure Security Agency (CISA) has been notified.

The investigation remains ongoing, and additional details will be shared as they are confirmed and approved for release.

2. Vulnerability & Potential Impact

What is the vulnerability, which UMS versions are affected, how it was exploited, and is a CVE pending?

The UMS legacy API contained a previously unknown path traversal and arbitrary file write vulnerability. The vulnerability was exploited to write files to the system to support lateral movement and the retention of keylogger data.

The investigation is ongoing. Further information regarding affected UMS versions and the status of a Common Vulnerabilities and Exposures (CVE) identifier will be provided as details are confirmed and approved for disclosure.

3. Security Enhancements & Ongoing Monitoring

What measures are being implemented to assess and address future cybersecurity issues?

CUSI has established additional security controls across its Azure environments, including hosted UB, CWP, and other CUSI services. These enhancements include:

• Additional hardening: Strengthened security configurations across applicable cloud resources.
• Enhanced logging, monitoring, and alerting: Improved visibility into system activity and potential security events.
• Microsoft Defender: Deployment for applicable resource classes.
• Web Application Firewall (WAF): Protection established for all CWP portals.
• Enhanced endpoint detection and response (EDR/XDR): Improved endpoint monitoring and detection across all virtual machines.
• 24/7 security operations monitoring: CUSI cloud environments are monitored around the clock by a managed Security Operations Center (SOC).

These measures are intended to strengthen detection, monitoring, and response capabilities across CUSI-managed cloud environments.

4. Incident Response Contact & Client Support

Who should clients contact for incident-related questions or technical assistance?

Clients may contact the CUSI Incident Response (IR) team at:

Email: cyberresponse@cusi.com

CUSI's support team is also available to assist clients with remediation-related activities, including patching, configuration changes, and tunnel establishment.

5. Status Updates & Communications

How frequently will CUSI provide updates?

CUSI publishes updates to this status page daily. Updates will reflect new or revised information as it becomes available and is approved for release.

Clients are encouraged to check this page regularly for the latest information regarding the investigation, security enhancements, and applicable product service statuses.

CUSI Cyber Incident Response Team

This page will be updated as the investigation progresses. All information remains preliminary unless otherwise stated and is subject to change as additional facts are confirmed.

Please remember that this information is confidential and must not be redistributed without the express consent of CUSI.

 

 

 

CUSI Product Status Notice

Last Updated: 10/15/2026

CUSI is actively monitoring product and service statuses and working to address outstanding  issues. Please review the updates below for the latest information regarding each service.

Current Product Statuses

Product/Service	Status	Update
QuickPay	Resolved	All services have been restored
Elements Integration	In progress	Work is ongoing to address the issue
E-Check Post Back	Resolved	This issue has been resolved.
IVR Tech	Resolved	This issue has been resolved.
Twilio IVR	Investigating	Investigation is ongoing
Credit Card Post Back	Identified	The issue has been identified, and next steps are being  assessed.
UMS On-Prem	Resolved	Security patches applied to cusiadmin.
UMS Hosted	Resolved	Security patches applied to cusiadmin.
UB4	Resolved	Security patches applied to cusiadmin.

Monitor CUSI Product Status

Monitor this status page for the latest updates on all CUSI products and services. CUSI will  update this page as service statuses change and new information becomes available. Check  back regularly for the latest announcements, ongoing investigations, and service restoration  updates.

Thank you for your patience and understanding.

CUSI

CUSI Product Status Notice

Last Updated: 10/15/2026

CUSI is actively monitoring product and service statuses and working to address outstanding  issues. Please review the updates below for the latest information regarding each service.

Current Product Statuses

Product/Service	Status	Update
QuickPay	Investigating	Investigating performance.
Elements Integration	In progress	Work is ongoing to address the issue
E-Checks Stripe	Identified	Development fix in progress
Twilio IVR	Investigating	Investigation is ongoing
Credit Card Post Back	Identified	The issue has been identified, and next steps are being  assessed.
Resolved Products and Services
E-Check Post Back	Resolved	This issue has been resolved.
IVR Tech	Resolved	This issue has been resolved.
UMS On-Prem	Resolved	Security patches applied to cusiadmin.
UMS Hosted	Resolved	Security patches applied to cusiadmin.
UB4	Resolved	Security patches applied to cusiadmin.

Monitor CUSI Product Status

Monitor this status page for the latest updates on all CUSI products and services. CUSI will  update this page as service statuses change and new information becomes available. Check  back regularly for the latest announcements, ongoing investigations, and service restoration  updates.

Thank you for your patience and understanding.

CUSI

CUSI Product Status Notice

Last Updated: 10/16/2026

We are updating all CWP portals to improve system stability, optimize performance, and enhance portal security. All updates are expected to be completed by 1:00 p.m. CDT. We appreciate your patience as we work to ensure a more stable and secure portal experience.

To ensure your portal has the latest updates applied, please verify the following settings on your UMS Server:

Navigate to the following directory on the UMS Server: C:\Program Files\CUSI\UMS Server

Double-click CUSI.UMS.Server.Configuration.exe.

1. Select the Legacy tab.

2. Under Binding Type, ensure the setting is configured as BasicHTTP.

3. Under Port, ensure the value is set to 10443. If it is not, update it to 10443.

4. Select Save. The save process will take approximately 60 seconds to complete.

5. Select Stop.

6. Select Restart.

If you need assistance, please email **techsupport@cusi.com** and request assistance with configuring the Legacy Server Settings.

Current Product Statuses

Product/Service	Status	Update
QuickPay Performance	Monitoring
Elements Integration	In progress	Work is ongoing to address the issue
E-Checks Stripe	Identified	Development fix in progress
Twilio IVR	Service Outage	Investigation is ongoing
Credit Card Post Back	Monitoring
Resolved Products and Services
E-Check Post Back	Resolved	This issue has been resolved.
IVR Tech	Resolved	This issue has been resolved.
UMS On-Prem	Resolved	Security patches applied to cusiadmin.
UMS Hosted	Resolved	Security patches applied to cusiadmin.
UB4	Resolved	Security patches applied to cusiadmin.

Monitor CUSI Product Status

Monitor this status page for the latest updates on all CUSI products and services. CUSI will update this page as service statuses change and new information becomes available. Check back regularly for the latest announcements, ongoing investigations, and service restoration updates.

Thank you for your patience and understanding.

CUSI

CUSI Product Status Notice

Status Update – 12:55 PM

Portal updates are still deploying across all sites. We appreciate your patience and will provide another update as soon as the deployment is complete.

Current Product Statuses

Product/Service	Status	Update
QuickPay	Deployment in progress	As of 12:55 pm, portal deployments were still in progress
E-Checks Stripe	Identified	Development fix in progress
Twilio IVR	Investigating	Investigation is ongoing
Credit Card Post Back	Deployment in progress	As of 12:55 pm, portal deployments were still in progress
Resolved Products and Services
Elements Integration	Resolved	This issue has been resolved.
E-Check Post Back	Resolved	This issue has been resolved.
IVR Tech	Resolved	This issue has been resolved.
UMS On-Prem	Resolved	Security patches applied to cusiadmin.
UMS Hosted	Resolved	Security patches applied to cusiadmin.
UB4	Resolved	Security patches applied to cusiadmin.

Monitor CUSI Product Status

Monitor this status page for the latest updates on all CUSI products and services. CUSI will  update this page as service statuses change and new information becomes available. Check  back regularly for the latest announcements, ongoing investigations, and service restoration  updates.

Thank you for your patience and understanding.

CUSI

CUSI Product Status Notice

Status Update – 4:16 PM

1. Log in to UMS.
2. Navigate to Help > About UMS.
3. Compare the version numbers for the UMS Client and UMS Server.
4. If the version numbers do not match, email **techsupport@cusi.com** with the subject line: Mismatch version number.

Status Update: Services Restored — Monitoring Ongoing

All services have been restored, and systems are operating as expected. All required security patches have been applied, and service functionality has returned to normal. Our team continues to actively monitor system performance, stability, and overall service health to ensure all services remain operational and secure. We will continue monitoring closely and provide additional updates if necessary.

Current Product Statuses

Product/Service	Status	Update
Resolved Products and Services
Twilio IVR	Resolved	This issue has been resolved.
E-Checks Stripe	Resolved	This issue has been resolved.
QuickPay	Resolved	This issue has been resolved.
Credit Card Post Back	Resolved	This issue has been resolved.
Elements Integration	Resolved	This issue has been resolved.
E-Check Post Back	Resolved	This issue has been resolved.
IVR Tech	Resolved	This issue has been resolved.
UMS On-Prem	Resolved	Security patches applied to cusiadmin.
UMS Hosted	Resolved	Security patches applied to cusiadmin.
UB4	Resolved	Security patches applied to cusiadmin.

Dear Valued CUSI Client,

We want to update you on Quick Pay as customer web portals continue to come back online.

As portals are restored, Quick Pay will stay unavailable for now. This is intentional. Our team is adding more security protections to Quick Pay before we turn it back on. We are not re-enabling it until that work is finished and fully verified, so your customers can pay with confidence.

What this means for your customers:

• Customers can log in to restored portals and use the other portal features as usual.
• The Quick Pay option will not be available, and customers will not be able to make Quick Pay payments until further notice.
• Customers who need to pay now can use your other available payment methods.

We will announce here as soon as Quick Pay is available again.

We apologize for the inconvenience to you and your customers, and we appreciate your patience while we put these protections in place.

You can follow the latest updates at status.cusi.com.

Thank you for your continued partnership.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is aware of an issue regarding Stripe batches/deposits for yesterday's E-check activity that impacts a subset of clients. We are working with the processor to determine the full impact of the issue, as well as an estimated timeline for a fix.

• Start Time: 10/8/26 @ 8:09 am CST

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI’s transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI continues to research and investigate the issue with Stripe batches/deposits for yesterday’s E-check activity, which affects a subset of clients. We are still working closely with the processor to find the cause, determine the full impact, and set an estimated timeline for a fix. No action is needed from you at this time.

• Start Time: 10/8/26 @ 8:09 am CST
• Last Updated: 10/8/26 @ 1:03 pm CST
• Status: Investigating

CUSI will keep working to resolve this issue and will send another update as soon as we have more information. Thank you for your continued patience.

CUSI’s transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI continues to research and investigate the issue with Stripe batches/deposits for yesterday’s E-check activity, which affects a subset of clients. We are still working closely with the processor to find the cause, determine the full impact, and set an estimated timeline for a fix. No action is needed from you at this time.

• Start Time: 10/8/26 @ 8:09 am CST
• Last Updated: 10/8/26 @ 3:17 pm CST
• Status: Investigating

CUSI will keep working to resolve this issue and will send another update as soon as we have more information. Thank you for your continued patience.

CUSI’s transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI has identified the cause of the issue with Stripe batches/deposits for E-check activity from 10/7/26, which affects a subset of clients. We are working closely with the processor on a resolution and will share an estimated timeline as soon as one is confirmed. No action is needed from you at this time.

• Start Time: 10/8/26 @ 8:09 am CST
• Last Updated: 10/12/26 @ 10:02 am CST
• Status: Identified

CUSI will continue working toward a resolution and will send another update as soon as more information is available. Thank you for your continued patience.

CUSI’s transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

The issue with Stripe batches/deposits for E-check activity from 10/7/26 has been fully resolved. CUSI worked closely with the processor to correct the issue, and affected batches and deposits have now been processed. No action is needed from you at this time.

• Start Time: 10/8/26 @ 8:09 am CST
• Resolved Time: 10/15/26 @ 7:39am CST
• Last Updated: 10/15/26 @ 7:39am CST
• Status: Resolved

If you notice any remaining discrepancies with your E-check batches or deposits from this date, please contact CUSI Support. Thank you for your patience while we worked toward a resolution.

CUSI is announcing that the issue related to Stripe Credit Card Processing has now been resolved as of 12:27pm CST.

• Issue Start Time: 10/7/26 at 12:10pm CST

• Duration: 17 minutes

• Affected Services:

  • Stripe Credit Card Processing

• Diagnosis: CUSI quickly diagnosed the issue, identifying an issue with the Stripe server.

• Action Taken: CUSI implemented the following actions to resolve the issue:

  • [Action 1]: Restored the Stripe Server connection

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is still investigating an issue affecting Stripe credit card processing.

• Start Time: 10/7/26 at 12:10pm CST

• Impact: Stripe Payments are unable to process and the gateway reconciliation tool may present errors.

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is announcing that a resolution has been successfully deployed to address the Stripe credit card failures. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI customers in the West US Region may be experiencing degradation within the customer web portal (CWP) application and that Microsoft has updated their status page regarding a potential outage affecting Azure services in the West US region. According to Microsoft's status page, this incident is:

Starting at 14:44 UTC on 23 July, 2026, we began investigating a networking issue affecting connectivity to Azure services in the West US region. Impacted customers may be experiencing intermittent connectivity failures, increased latency, or difficulty accessing Azure services. Customers with traffic traversing the West US region may also experience downstream impact.

Our investigation is currently focused on network infrastructure within the affected region. We have implemented mitigation actions on affected network components by removing the problematic devices from rotation, redirecting portions of traffic, and are actively monitoring traffic patterns and service recovery. Initial findings indicate the issue may be related to network path disruption within the affected infrastructure; however, analysis remains ongoing.

We continue to evaluate the effectiveness of mitigations, assess customer impact, and investigate contributing factors. We will provide additional information as it becomes available.

This message was last updated at 16:49 UTC on 23 July 2026

Current Status

CUSI has confirmed that this Azure incident is affecting CWP services. Impacted users may experience intermittent connectivity issues, increased latency, or difficulty accessing the CWP platform. CUSI is working closely with Microsoft Azure toward full service restoration and will continue to provide updates as more information becomes available or as service status changes.

More Information

For the latest updates, please monitor:

• CUSI Status Page: https://status.cusi.com
• Microsoft Azure Status: https://azure.status.microsoft/en-us/status

We sincerely apologize for any disruption and appreciate your patience while we monitor this situation.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI wanted to inform users that we have been closely monitoring Microsoft's status page and they have identified a recent change that was strongly correlated with the onset of impact. They have also completed the rollback of this change and telemetry across services are continuing to show signs of recovery. CUSI customers should be observing recovery at this time.

• CUSI Status Page: https://status.cusi.com 
• Microsoft Azure Status: https://azure.status.microsoft/en-us/status 

CUSI is announcing that the tasks executed related to CWP have successfully addressed the connectivity issues as of 1:20pm CST.

Details of the Issue:

• Issue Start Time: 7/23/26 at 9:44 am CST

• Duration: 3 hours 36 minutes

• Affected Services:

  • Customer Web Portal (CWP)

What Happened:

Microsoft identified a recent change that was strongly correlated with the onset of impact.

Resolution Steps:

• Action Taken:

• • Microsoft has completed the rollback of this change and telemetry across services.

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.

CUSI's transparent and effective client communication is a top priority, and we are committed to providing you with regular updates regarding CUSI products.

CUSI is currently investigating an issue affecting the Twilio IVR phone system.

• Start Time: 4/28/26 @ 8:24am CST

• Impact: Users may not be able to pay their bill through the IVR system

• Estimated Resolution: TBD

CUSI is working diligently to resolve the issue and will provide updates as soon as possible. Thank you for being so patient.

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

CUSI is continuing to actively investigate this issue, and all available resources are engaged in working toward a resolution. At this time, we do not yet have an estimated time for resolution.

Customers who need to make a payment in the meantime are encouraged to use alternative payment methods.

We will provide another update as soon as more information becomes available.

We appreciate your patience as we work to resolve this issue.

CUSI is continuing to work diligently on resolving the issue affecting the Twilio IVR phone system, with all hands on deck dedicated to finding a resolution. We do not yet have an estimated time for resolution, but please know this remains our highest priority.

Please note that this issue is impacting only a small subset of customers. If you are not experiencing any difficulty with the IVR payment system, no action is needed on your part.

In the meantime, customers who need to make a payment are encouraged to use alternative payment methods.

We sincerely apologize for the inconvenience this has caused and are deeply grateful for your continued patience and understanding. We will provide another update as soon as more information becomes available.

CUSI is announcing that a resolution has been successfully deployed to address the IVR issues some customers have been experiencing. Our technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed

• Monitoring: CUSI is closely monitoring the performance and functionality to ensure that the issue has been fully resolved.

Actions Taken:

• The technical team has identified and addressed the cause of the disruption.

• Mitigation measures have been put in place to prevent recurrence.

• Continuous monitoring is being conducted to track performance and detect any anomalies.

Next Steps:

• Monitor Closely: Please be vigilant and report any irregularities or issues you may encounter.

• Feedback: Feedback is crucial during this monitoring phase. If you notice any problems, please contact our technical support team immediately.

• Updates: CUSI will provide regular updates on the status and any further actions required.

CUSI is announcing that the tasks executed related to the IVR issues have successfully addressed the issues as of 3:42pm CST.

Details of the Issue:

• Issue Start Time: 4/28/26 @ 8:24am CST

• Duration: 2 days 7 hours

• Affected Services:

  • IVR Payment Systems

CUSI identified the problem and worked diligently to restore service.

Resolution Steps:

• Diagnosis: CUSI diagnosed the issue as quickly as possible,

• Action Taken: CUSI implemented actions to resolve the issue:

• Verification: After applying the fixes, CUSI thoroughly tested the services to ensure they function as expected.

Current Status:

As of now, all affected services are fully operational. Application users should experience normal performance and functionality.

Next Steps:

• CUSI will continue to monitor the services closely to ensure stability.

• If you encounter any issues, please report them to our support team at techsupport@cusi.com

Thank You:

CUSI sincerely apologizes for any inconvenience this outage may have caused and appreciate your understanding and patience. Your satisfaction is important to us.