[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.

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 IVR Tech account lookup for both Stripe and Bluefin customers.

• Start Time: 8/25/26 at 8:48am CST

• Impact: IVR Tech customers are not able to look up accounts

• 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 the tasks executed related to the IVR Tech lookup issue have successfully addressed the issues as of 1:02 pm CST.

• Issue Start Time: 8/25/26 at 8:48 am CST

• Duration: 4 hours 14 minutes

• Affected Services:

  • IVR Tech Lookup

The issue was caused by an IVR tech code update. CUSI and IVR Tech identified the problem and worked diligently to restore service.

• 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 currently investigating an issue affecting Twilio IVR/SMS.

• Start Time: 06/15/2026 at 8:48am CST

• Impact: Customers using Twilio for IVR/SMS may experience issues

• 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 investigate the issue affecting Twilio IVR/SMS and has an update to share.

• Start Time: 06/15/2026 at 8:48am CST

• Impact: Only Inbound IVR Payments are currently affected. Customers calling in to make a payment will be able to enter their account information; however, when proceeding to enter card information, the call will disconnect with the message: "There is a problem with the provider."

• Estimated Resolution: TBD

CUSI is working directly with Twilio to resolve this incident as quickly as possible and will continue to provide updates as they become available. Thank you for your continued patience.

CUSI is announcing that the issues related to the IVR failure have successfully addressed the issues as of 11:49pm CST.

Details of the Issue:

• Issue Start Time: 06/15/2026 at 8:48am CST

• Duration: 2 days, 3 hours 1 minute

• Affected Services:

  • Twilio IVR/SMS

What Happened:

Upon further investigation, we have determined that the issue was not related to IVR functionality as initially suspected. The root cause was identified as an SMS delivery failure, which has since resolved itself without the need for intervention. We apologize for any confusion caused by the initial assessment and appreciate your patience as we worked to identify the correct source of the disruption.

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 Twilio, a third party service that is used for IVR and SMS messaging, reporting an error stating that "There was a problem with the provider."

Start Time: 4/22/26 @ 1:28pm CST

• Impact: Twilio Users will be unable to send IVR/SMS messages.

• 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 Twilio IVR/SMS issue. Bluefin's technical team has made the necessary corrections, and CUSI and Bluefin are currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A fix was deployed

• Monitoring: CUSI and Bluefin are 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 a resolution has been successfully deployed to address the Twilio IVR/SMS issue. Bluefin's technical team has made the necessary corrections, and CUSI and Bluefin are currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A fix was deployed

• Monitoring: CUSI and Bluefin are 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 is currently investigating an issue affecting the ability to make payments through IVR Tech.

• Start Time: 2/20/26 at 1:42pm CST

• Impact: Customers are unable to make payments through IVR Tech

• Estimated Resolution: TBD

CUSI is working diligently with IVR Tech 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 IVR Tech connection issue. IVR Tech's technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

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

Actions Taken:

• IVR Tech's technical team has identified and addressed the cause of the disruption.

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 outage specifically related to IVR Tech has been successfully resolved as of 3:52pm CST

Details of the Issue:

• Issue Start Time: 1:42pm CST

• Duration: 2 hours 10 minutes

• Affected Services:

  • IVR Tech

Resolution Steps:

• Diagnosis: CUSI and IVR Tech quickly diagnosed the issue.

• Action Taken: IVR Tech implemented the correction.

• 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.

• Start Time: 1/16/2026 at 7:43am CST

• Impact: Customers using Twilio for IVR may experience a message on inbound calls stating that " we are having technical difficulties at this time".

• 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 Twilio inbound IVR issue. Our technical team has made the necessary corrections and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: The root cause of the connectivity problem was traced to the message server switching to an IP address that was not included on the existing allowlist. As a result, any clients that relied on firewall rules referencing the previous IP were unintentionally blocking communication from our communications server to UMS

Actions Taken:

• The allowlist has since been updated, and connectivity has been restored. CUSI is closely monitoring system performance and functionality to ensure that the issue has been fully resolved and that no further disruptions occur.

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 Twilio IVR inbound have successfully addressed the issues as of 1:43 pm CST.

Details of the Issue:

• Issue Start Time: 7:43am CST
• Duration: 6 hours
• Affected Services:
• Twilio IVR Inbound

What Happened:

The issue was caused by the message server switching to an IP address that was not included on the existing allowlist.  

Resolution Steps:

• Diagnosis: CUSI quickly diagnosed the issue, identifying the issue.
• Action Taken: CUSI implemented the following actions to resolve the issue:
• The allowlist has since been updated, and connectivity has been restored.
• 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 account lookup using IVR Tech. Customers

• Start Time: 08/05/2025 @ 8:26 am CST

• Impact: Customers using IVR Tech will not be able to look up customer accounts.

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

CUSI is still actively investigating the issue affecting account lookups via IVR Tech. We are collaborating closely with the IVR Tech team to resolve the matter as swiftly as possible and will share additional updates as they become available.

CUSI continues to actively work toward resolving the IVR Tech issue and has identified a configuration on IVR Tech’s end as the likely source. We are optimistic that a resolution will be reached soon.

Thank you for your continued patience.

CUSI is announcing that a resolution has been successfully deployed to address the IVR Tech account lookup issue. The technical team has made the necessary corrections, and is currently monitoring to ensure stability and effectiveness.

Current Status:

• Resolution Deployed: A configuration change has been applied to the IVR Tech platform.

• Monitoring: CUSI and IVR Tech are 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 performance issues affecting the IVR Tech account lookup were resolved as of 2:47PM CST on 8/5/2025.

Details of the Issue:

• Performance Degradation Start Time: 8/5/2025 @ 8:26am CST

• Duration: 6 hours 21 minutes

• Affected Services:

  • IVR Tech Account Lookup

What Happened:

The performance issue was caused by a recent server certificate rotation done by IVR Tech. CUSI identified the problem and worked diligently with IVR Tech to restore the service.

Resolution Steps:

• Diagnosis: Our team quickly diagnosed the issue, identifying that some client systems experienced SSL verification errors when connecting to services on a specific server, resulting in connection failures. Investigation identified that though the new server certificates were present, they were not properly activated in the system certificate configuration. This caused SSL verification errors for applications using the trust store.

• Action Taken: IVR Tech properly enabled the new root certificates in the system trust store.

• Verification: After applying the fixes, CUSI and IVR Tech thoroughly tested the services to ensure they function as expected. To prevent recurrence, IVR Tech updated their certificate rotation procedures to include validation across different client types.

Current Status:

As of now, all affected services are fully operational. You 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 is announcing that the performance issues affecting the IVR Tech account lookup were resolved as of 2:47PM CST on 8/5/2025.

Details of the Issue:

• Performance Degradation Start Time: 8/5/2025 @ 8:26am CST

• Duration: 6 hours 21 minutes

• Affected Services:

  • IVR Tech Account Lookup

What Happened:

The performance issue was caused by a recent server certificate rotation done by IVR Tech. CUSI identified the problem and worked diligently with IVR Tech to restore the service.

Resolution Steps:

• Diagnosis: Our team quickly diagnosed the issue, identifying that some client systems experienced SSL verification errors when connecting to services on a specific server, resulting in connection failures. Investigation identified that though the new server certificates were present, they were not properly activated in the system certificate configuration. This caused SSL verification errors for applications using the trust store.

• Action Taken: IVR Tech properly enabled the new root certificates in the system trust store.

• Verification: After applying the fixes, CUSI and IVR Tech thoroughly tested the services to ensure they function as expected. To prevent recurrence, IVR Tech updated their certificate rotation procedures to include validation across different client types.

Current Status:

As of now, all affected services are fully operational. You 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.