pingoru pingoru FrankieOne had 61 outages in the last 2 years totaling 2315h 38m of downtime, averaging 2.5 incidents per month.
There were 61 FrankieOne outages since August 13, 2025 totaling 2315h 38m of downtime. Each is summarised below. Incident details, duration, and resolution information.
Notice of Unscheduled Service Provider Incident - International KYB - Singapore - Documents
We have received confirmation from the vendor that this was resolved on Oct 20, 2026 – 21:09 AEDT
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.
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.
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.
Notice of Unscheduled Service Provider Incident - International KYB - Luxembourg - Documents
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.
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.
We have received confirmation from the vendor that the reported incident was resolved on 15th October, 09:46 PM AEDT.
We are aware of an issue impacting the document orders for France.
We have received confirmation that this is now resolved at October 6, 02:10 AEDT
We are aware of an issue impacting the profile calls for Italy.
We have received confirmation from the vendor that this is resolved at 19:45 AEDT
Status: Resolved 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.
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.
We have received confirmation from the vendor that this is now resolved.
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.
Our service provider has confirmed that the following incident is now resolved.
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.
We have received confirmation from the vendor that this is now resolved.
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.
The issue has been identified on the vendor end and they are working on a fix. We will keep you posted with further details.
Vendor has confirmed that this is currently under recovery. We will keep you posted once it is completely recovered.
Vendor has confirmed that this is now resovled and all portals are now accessible.
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.
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.
We can now confirm that the following issue is now resolved.
We are aware of an issue impacting the Search, Documents for Canada.
We have received confirmation that this is now resolved at 11:43 PM.
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.
We can now confirm that the following service degradation is now resolved.
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.
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.
We are aware of an issue impacting the Documents and Profile for Australia.
We have received confirmation that this is resolved at August 1, 02:42 AM.
We are currently monitoring an intermittent issue affecting UBO with our vendor
We have confirmation from the vendor that the incident was resolved on 24th July 09:35 PM.
We are aware of an issue impacting the Enhanced Profile for France.
The vendor has confirmed that this is now resolved.
Notice of Unscheduled Service Provider Incident - International KYB - Sweden - Documents
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.
We have received confirmation from the vendor that this is now resolved.
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
We have received confirmation that as of 2 July 2026 — 9:58 AM AEST, the issue around Visa and Citizenship Certificate is resolved.