FrankieOne Outage History

Started Oct 19, 2026, 12:40 PM UTC· resolved Oct 21, 2026, 05:39 AM UTC

1. investigating Oct 19, 2026, 12:40 PM UTC

   Notice of Unscheduled Service Provider Incident - International KYB - Singapore - Documents

2. resolved Oct 21, 2026, 05:39 AM UTC

   We have received confirmation from the vendor that this was resolved on Oct 20, 2026 – 21:09 AEDT

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Started Oct 19, 2026, 11:43 AM UTC· resolved Oct 19, 2026, 11:43 AM UTC

1. resolved Oct 19, 2026, 11:43 AM UTC

   Start Time: 19 October 2026 - 20:06 AEDT End Time: 19 October 2026 – 21:56 AEDT We experienced an issue that may have caused some customers to encounter intermittent errors or timeouts when performing KYB checks, including business verification and ownership requests. The issue has now been resolved, and all affected services have fully recovered. Following the resolution, we have continued monitoring the platform and can confirm that KYB services are operating as expected. We apologise for any inconvenience caused and will continue to monitor service stability closely. Please reach out if you experience any further issues.

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Started Oct 19, 2026, 04:47 AM UTC· resolved Oct 19, 2026, 04:47 AM UTC

1. resolved Oct 19, 2026, 04:47 AM UTC

   An unscheduled outage impacted New Zealand passport verification services from 18 October 2026 to 19 October 2026. Start Time: 08:30 AM AEDT, 18 October 2026 End Time: 12:15 AM AEDT, 19 October 2026 During this period, customers may have experienced disruptions when attempting to complete verification checks via New Zealand passport. The issue has now been fully resolved, and all services are operating normally.

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Started Oct 15, 2026, 04:52 PM UTC· resolved Oct 15, 2026, 04:52 PM UTC

1. investigating Oct 15, 2026, 04:52 PM UTC

   An unscheduled outage impacted Visa-related services on 15 October 2026. * Start Time: 10:36 PM AEDT * End Time: 11:35 PM AEDT During this period, customers may have experienced disruptions when attempting to complete verification checks via Visa. The issue has now been fully resolved, and all services are operating normally.

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Started Oct 15, 2026, 11:26 AM UTC· resolved Oct 15, 2026, 04:45 PM UTC

1. investigating Oct 15, 2026, 11:25 AM UTC

   Notice of Unscheduled Service Provider Incident - International KYB - Luxembourg - Documents

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Started Oct 14, 2026, 06:05 PM UTC· resolved Oct 14, 2026, 06:05 PM UTC

1. investigating Oct 14, 2026, 06:05 PM UTC

   Between 12:11 PM AEDT on 14 October 2026 and 1:58 PM AEDT on 14 October 2026, we experienced an intermittent issue impacting the processing of France Residential checks. The disruption was caused by an issue with an upstream vendor service, which resulted in some France Residential Check verification requests experiencing failures or delays during the affected period. The vendor has since resolved the issue, and services returned to normal operation at 1:58 PM AEDT on 14 October 2026. We apologise for any inconvenience caused and appreciate your patience while the issue was being addressed.

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Started Oct 14, 2026, 10:40 AM UTC· resolved Oct 14, 2026, 05:03 PM UTC

1. investigating Oct 14, 2026, 10:40 AM UTC

   Our service provider has reported an incident that may impact visa check services in Australia. We are actively monitoring the situation and working with our service provider to determine the scope and resolution timeline.

2. resolved Oct 14, 2026, 05:03 PM UTC

   We have received confirmation from the vendor that the reported incident was resolved on 15th October, 09:46 PM AEDT.

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Started Oct 05, 2026, 02:38 PM UTC· resolved Oct 05, 2026, 04:56 PM UTC

1. investigating Oct 05, 2026, 02:38 PM UTC

   We are aware of an issue impacting the document orders for France.

2. resolved Oct 05, 2026, 04:56 PM UTC

   We have received confirmation that this is now resolved at October 6, 02:10 AEDT

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Started Oct 05, 2026, 08:40 AM UTC· resolved Oct 05, 2026, 11:19 AM UTC

1. investigating Oct 05, 2026, 08:40 AM UTC

   We are aware of an issue impacting the profile calls for Italy.

2. resolved Oct 05, 2026, 11:19 AM UTC

   We have received confirmation from the vendor that this is resolved at 19:45 AEDT

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Started Sep 29, 2026, 05:25 PM UTC· resolved Sep 29, 2026, 05:25 PM UTC

1. resolved Sep 29, 2026, 05:25 PM UTC

   Duration: 29 September 2026, 9:45 PM – 10:28 PM AEST (~43 minutes) We experienced a disruption affecting Medicare document verification checks between 9:45 PM and 10:28 PM AEST on 29 September 2026. During this window, verification requests involving Medicare documents may have failed or returned errors. The issue has since been resolved, and Medicare verification checks are now operating normally. We apologise for any inconvenience this may have caused.

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Started Sep 17, 2026, 08:36 AM UTC· resolved Sep 17, 2026, 10:02 PM UTC

1. investigating Sep 17, 2026, 08:36 AM UTC

   Our service provider has reported an incident that may impact visa check services in Australia. We are actively monitoring the situation and working with our service provider to determine the scope and resolution timeline.

2. resolved Sep 17, 2026, 10:02 PM UTC

   We have received confirmation from the vendor that this is now resolved.

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Started Sep 17, 2026, 03:20 AM UTC· resolved Sep 17, 2026, 04:30 AM UTC

1. investigating Sep 17, 2026, 03:19 AM UTC

   Our service provider has reported an incident that may impact passport check services in Australia. We are actively monitoring the situation and working with our service provider to determine the scope and resolution timeline.

2. resolved Sep 17, 2026, 04:30 AM UTC

   Our service provider has confirmed that the following incident is now resolved.

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Started Sep 08, 2026, 04:20 AM UTC· resolved Sep 14, 2026, 05:36 AM UTC

1. investigating Sep 08, 2026, 04:19 AM UTC

   Our service provider has reported an incident that may impact Business API services in Australia. We are actively monitoring the situation and working with our service provider to determine the scope and resolution timeline.

2. resolved Sep 14, 2026, 05:36 AM UTC

   We have received confirmation from the vendor that this is now resolved.

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Started Aug 27, 2026, 04:30 AM UTC· resolved Aug 27, 2026, 05:55 AM UTC

1. investigating Aug 27, 2026, 04:30 AM UTC

   We're currently experiencing an outage affecting our Jira support portal (frankieone.atlassian.net), which may prevent some users from accessing or submitting support tickets. Our team is actively investigating. In the meantime, if something is urgent, please contact us through [email protected] or call +61 1800 325 117. We will send an additional update by 3:00 PM AEST.

2. identified Aug 27, 2026, 04:37 AM UTC

   The issue has been identified on the vendor end and they are working on a fix. We will keep you posted with further details.

3. monitoring Aug 27, 2026, 05:05 AM UTC

   Vendor has confirmed that this is currently under recovery. We will keep you posted once it is completely recovered.

4. resolved Aug 27, 2026, 05:55 AM UTC

   Vendor has confirmed that this is now resovled and all portals are now accessible.

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Started Aug 24, 2026, 04:38 AM UTC· resolved Aug 24, 2026, 04:38 AM UTC

1. resolved Aug 24, 2026, 04:38 AM UTC

   Duration: 10:30 AM – 12:00 PM We experienced a service disruption affecting KYB checks during the above window. Users were unable to retrieve UBO (Ultimate Beneficial Owner) or related entity data, with results loading blank. This was caused by an outage on a third-party data source that KYB relies on for retrieval. We are working with the vendor to confirm the root cause and will share further details as they become available. The issue has since been resolved and KYB services are operating normally. We apologize for any inconvenience this may have caused.

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Started Aug 17, 2026, 08:12 AM UTC· resolved Aug 24, 2026, 04:48 AM UTC

1. investigating Aug 17, 2026, 08:07 AM UTC

   We have been experiencing an intermittent issue impacting our Visa verification services since 10:00 AM on 16 August. The issue is affecting the processing of some verification requests, resulting in intermittent failures and delays. We are actively working with our vendor to investigate the issue and restore normal service as soon as possible. We apologise for any inconvenience caused and appreciate your patience and understanding while we work to resolve the issue.

2. resolved Aug 24, 2026, 04:48 AM UTC

   We can now confirm that the following issue is now resolved.

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Started Aug 14, 2026, 01:45 PM UTC· resolved Aug 16, 2026, 04:05 AM UTC

1. investigating Aug 14, 2026, 01:43 PM UTC

   We are aware of an issue impacting the Search, Documents for Canada.

2. resolved Aug 16, 2026, 04:05 AM UTC

   We have received confirmation that this is now resolved at 11:43 PM.

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Started Aug 13, 2026, 05:03 AM UTC· resolved Aug 13, 2026, 07:01 AM UTC

1. identified Aug 13, 2026, 05:03 AM UTC

   We have identified an issue affecting AML checks on the Frankie V1 API. Two behaviours have been identified: Ongoing Monitoring is not being disabled when an entity is archived. Running an AML check after updating an entity's details does not return updated hit details. This does not affect newly created entities, which are functioning as expected. We are actively investigating and will provide updates as more information becomes available. We apologize for any inconvenience this may cause.

2. resolved Aug 13, 2026, 07:01 AM UTC

   We can now confirm that the following service degradation is now resolved.

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Started Aug 09, 2026, 04:51 PM UTC· resolved Aug 09, 2026, 04:51 PM UTC

1. resolved Aug 09, 2026, 04:51 PM UTC

   Between 11:02 AM AEST on 7 August 2026 and 6:54 AM AEST on 8 August 2026, we experienced an intermittent issue impacting the processing of Visa Checks. The disruption was caused by an issue with an upstream vendor service, which resulted in some Visa Check verification requests experiencing failures or delays during the affected period. The vendor has since resolved the issue, and services returned to normal operation at 6:54 AM AEST on 8 August 2026. We apologise for any inconvenience caused and appreciate your patience while the issue was being addressed.

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Started Aug 03, 2026, 03:49 AM UTC· resolved Aug 03, 2026, 03:49 AM UTC

1. resolved Aug 03, 2026, 03:49 AM UTC

   Between 2nd August 13:18 and 18:45 AEST, our AML/PEP screening service experienced intermittent disruption due to an issue with one of our third-party screening data providers. Impact: Customers may have experienced intermittent delays or errors when performing AML/PEP screening checks during this window. Resolution: The issue was identified and resolved by our provider, with service confirmed restored at 2nd August 18:45 following a technical recovery action on their end. Normal service has resumed and is being monitored.

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Started Jul 31, 2026, 03:49 PM UTC· resolved Aug 01, 2026, 05:32 AM UTC

1. investigating Jul 31, 2026, 03:48 PM UTC

   We are aware of an issue impacting the Documents and Profile for Australia.

2. resolved Aug 01, 2026, 05:32 AM UTC

   We have received confirmation that this is resolved at August 1, 02:42 AM.

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Started Jul 24, 2026, 03:09 AM UTC· resolved Jul 27, 2026, 01:58 AM UTC

1. monitoring Jul 24, 2026, 03:08 AM UTC

   We are currently monitoring an intermittent issue affecting UBO with our vendor

2. resolved Jul 27, 2026, 01:58 AM UTC

   We have confirmation from the vendor that the incident was resolved on 24th July 09:35 PM.

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Started Jul 21, 2026, 10:30 AM UTC· resolved Jul 22, 2026, 08:05 AM UTC

1. investigating Jul 21, 2026, 10:30 AM UTC

   We are aware of an issue impacting the Enhanced Profile for France.

2. resolved Jul 22, 2026, 08:05 AM UTC

   The vendor has confirmed that this is now resolved.

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Started Jul 03, 2026, 08:21 AM UTC· resolved Sep 15, 2026, 02:56 AM UTC

1. investigating Jul 03, 2026, 08:20 AM UTC

   Notice of Unscheduled Service Provider Incident - International KYB - Sweden - Documents

2. identified Jul 03, 2026, 11:02 AM UTC

   We have identified an issue affecting the retrieval of Swedish beneficial ownership data. This is due to an upstream vendor matter currently under assessment. While the assessment is underway, retrieval of Swedish beneficial ownership data has been temporarily paused. All other Swedish company data remains unaffected. We will provide further updates as the situation progresses.

3. resolved Sep 15, 2026, 02:56 AM UTC

   We have received confirmation from the vendor that this is now resolved.

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Started Jul 01, 2026, 10:22 AM UTC· resolved Jul 02, 2026, 01:38 AM UTC

1. investigating Jul 01, 2026, 10:19 AM UTC

   We are currently investigating an intermittent issue impacting Visa and Citizenship Certificate checks. Customers may experience intermittent failures or increased response times when processing these checks. Our team is actively investigating the issue and working with the upstream provider to identify the root cause. We will provide further updates as more information becomes available. Start Time: 1 July 2026, 3:25 PM AEST

2. resolved Jul 02, 2026, 01:38 AM UTC

   We have received confirmation that as of 2 July 2026 — 9:58 AM AEST, the issue around Visa and Citizenship Certificate is resolved.

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