Elevated API Errors - Biometrics

Update timeline

1. identified Feb 04, 2026, 01:40 AM UTC

   Start Time: 12:40 PM AEDT Impact: We are currently experiencing an issue with one of our biometrics vendors. As a result, some end users may get stuck at the final validation stage during the ID verification process. Status: The issue has been identified and is under investigation with the vendor. Next Steps: We will provide updates as more information becomes available. For further details or customer-specific queries, please reach out to Customer Success.

2. identified Feb 04, 2026, 04:28 AM UTC

   Issue has been identified at vendor end and rollback is in progress

3. monitoring Feb 04, 2026, 05:45 AM UTC

   We’ve received confirmation from vendor that the rollback on their end has now been completed. What happened: Our identity verification vendor experienced a technical issue that prevented some verification sessions from completing at the final validation stage. The vendor has since rolled back the affected release and stabilized their Web Flow application. Next steps: Our monitoring indicates that identity verifications are now completing successfully. We will continue to closely monitor and perform additional testing. Please let us know if you observe any further issues. We sincerely apologize for the disruption this may have caused to your operations and appreciate your patience while we worked with Incode to resolve the issue.

4. resolved Feb 05, 2026, 12:38 AM UTC

   Our continuous monitoring confirms that the vendor-side issue has been fully resolved, and all systems are operating normally. Thank you for your patience.