FrankieOne Outage History

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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Started Jun 29, 2026, 10:45 AM UTC· resolved Jun 29, 2026, 10:59 AM UTC

1. investigating Jun 29, 2026, 10:43 AM UTC

   We are currently investigating an issue affecting KYC workflow executions across multiple workflows and customers. Customers may experience failures when attempting to execute KYC workflows. Our team has been alerted and is actively investigating the root cause. We will provide a further update as soon as we have more information.

2. identified Jun 29, 2026, 10:45 AM UTC

   We have identified the root cause and are working on deploying a fix.

3. resolved Jun 29, 2026, 10:59 AM UTC

   This is now resolved.

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Started Jun 25, 2026, 07:17 AM UTC· resolved Jun 25, 2026, 01:18 PM UTC

1. investigating Jun 25, 2026, 07:16 AM UTC

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

2. resolved Jun 25, 2026, 01:18 PM UTC

   This is now resolved at 6:19 PM AEST

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Started Jun 23, 2026, 06:16 AM UTC· resolved Jun 24, 2026, 03:37 AM UTC

1. investigating Jun 23, 2026, 06:16 AM UTC

   We are currently investigating an issue impacting the Australian Electoral Commission due to degraded performance from an upstream vendor. Start Time: 02:43 PM AEDT The issue has been identified as vendor-related, and we are actively monitoring the situation while the vendor works toward resolution.

2. resolved Jun 24, 2026, 03:37 AM UTC

   We have received confirmation from vendor that this is resolved on 24 June 2026 — 10:30 AM AEST

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Started Jun 16, 2026, 07:16 AM UTC· resolved Jun 16, 2026, 11:59 AM UTC

1. investigating Jun 16, 2026, 07:15 AM UTC

   Notice of Unscheduled Service Provider Incident - International KYB - Netherlands - Search

2. resolved Jun 16, 2026, 11:59 AM UTC

   The incident is resolved at 5:29 PM AEST

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Started Jun 12, 2026, 08:25 AM UTC· resolved Jun 12, 2026, 08:25 AM UTC

1. resolved Jun 12, 2026, 08:25 AM UTC

   Between 10:00 AM AEST and 12:15 PM AEST on 12 June 2026, we experienced an intermittent issue impacting the processing of all Australian document types. The disruption was caused by an issue with an upstream vendor service, which resulted in some document verification requests experiencing failures or delays during the affected period. The vendor has since resolved the issue, and services returned to normal operation at 12:15 PM AEST. Based on our review, the last failed transaction occurred at approximately 10:53 AM AEST. We apologise for any inconvenience caused and appreciate your patience while the issue was being addressed.

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Started Jun 02, 2026, 07:50 AM UTC· resolved Jun 02, 2026, 07:50 AM UTC

1. resolved Jun 02, 2026, 07:50 AM UTC

   Start Time: 02 June 2026 – 15:40 AEDT End Time: 02 June 2026 – 17:50 AEDT We experienced an issue as some customers may be experiencing intermittent errors, or timeouts when attempting to download Credit Report via the vendor platform. The vendor has since resolved the incident, and services have fully recovered. We have been monitoring the platform post-resolution and can confirm that Credit Report APIs operations are now functioning as expected. We apologise for any inconvenience caused and will continue to monitor closely. Please reach out if you observe any further anomalies.

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Started May 21, 2026, 04:52 PM UTC· resolved May 21, 2026, 04:52 PM UTC

1. resolved May 21, 2026, 04:52 PM UTC

   Start Date & Time: 21 May 2026 — 09:35 PM AEST End Date & Time: 21 May 2026 — 10:22 PM AEST Summary: Our external verification provider experienced an outage that specifically impacted Medicare card verification. All other verification services remained operational. During the outage window, Medicare verification requests may have failed or experienced delays. The vendor has restored service, and Medicare verification is now functioning as expected.

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Started May 12, 2026, 03:47 AM UTC· resolved May 12, 2026, 03:47 AM UTC

1. resolved May 12, 2026, 03:47 AM UTC

   We experienced a partial outage with one of our upstream vendors impacting the International Business Verification API between 07:43 AM AEST and 08:38 AM AEST on 12 May 2026. During this period, some API requests may have experienced intermittent failures or connectivity issues. The vendor has since resolved the issue and services are now operating normally. We will continue monitoring the service closely to ensure stability.

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Started May 08, 2026, 01:52 PM UTC· resolved May 08, 2026, 01:52 PM UTC

1. resolved May 08, 2026, 01:52 PM UTC

   Our external verification provider experienced an outage that specifically impacted passport verification. All other verification services remained operational. During the outage window, Passport verification requests may have failed or experienced delays. The vendor has restored service, and Medicare verification is now functioning as expected. Outage Window: Friday 8th May, 06:24 PM – Friday 8th May, 06:48 PM

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Started Apr 21, 2026, 05:10 AM UTC· resolved Apr 21, 2026, 05:10 AM UTC

1. resolved Apr 21, 2026, 05:10 AM UTC

   An incident impacted French registry checks via the Kyckr integration in the Production environment. * Start Time: 21 April 2026, 01:38 AM AEST * End Time: 21 April 2026, 02:49 AM AEST During this period, customers may have experienced failures or delays when performing company registry checks for France. The issue has now been fully resolved, and services are operating normally.

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Started Mar 11, 2026, 09:59 PM UTC· resolved Mar 11, 2026, 09:59 PM UTC

1. resolved Mar 11, 2026, 09:59 PM UTC

   Between 8:59 AM and 10:08 AM today, we experienced an issue affecting IDV checks on V2 API, where errors occurred during the initial result processing stage. As a result, some users may have experienced delayed verification results and may have seen warning or error messages in frontend applications during this period.All affected checks have since been successfully reprocessed via webhook retries and the underlying issue addressed. Verification results are now available and the system is operating normally

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Started Mar 09, 2026, 08:16 AM UTC· resolved Mar 10, 2026, 06:00 AM UTC

1. investigating Mar 09, 2026, 08:15 AM UTC

   We are currently investigating reports of intermittent errors affecting requests to the v2 API endpoints. Some customers may experience occasional failures or error responses when making API calls. At this stage, the root cause of the issue has not yet been identified, and our engineering team is actively reviewing logs and system behaviour to determine the source of the problem. Incident Start Time: 06:10 PM AEDT Impact: • Intermittent failures when calling v2 endpoints • Some API requests may return error responses or time out Next Update: We will share further updates as soon as more information becomes available.

2. monitoring Mar 09, 2026, 10:30 AM UTC

   Our team has identified the issue and made the needed changes. The API errors are now fixed, and we are no longer seeing any problems. We will monitor the system for a while and provide another update soon.

3. investigating Mar 10, 2026, 02:49 AM UTC

   Following our earlier update where the issue appeared to be resolved and the incident was moved to monitoring, we are again observing intermittent API errors affecting the v2 endpoints. Our team is continuing to investigate the issue to identify the underlying root cause. At this stage, the behaviour remains intermittent, and some API requests may still experience occasional failures. We will continue monitoring and investigating the system and will share further updates as more information becomes available. We appreciate your patience while we work towards a resolution.

4. monitoring Mar 10, 2026, 02:51 AM UTC

   Our team has identified the issue and made the needed changes. The API errors are now fixed, and we are no longer seeing any problems. We will monitor the system for a while and provide another update soon.

5. resolved Mar 10, 2026, 06:00 AM UTC

   Following our continued monitoring of the reported issue, no anomalies, errors, or irregularities have been observed during the monitoring period. All systems are operating within normal parameters. As a result, we are formally closing this incident. If you experience any recurrence or notice any related issues, please do not hesitate to raise a new incident or reach out to the team. Thank you for your patience and cooperation throughout this process.

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Started Feb 26, 2026, 03:04 AM UTC· resolved Mar 02, 2026, 01:05 PM UTC

1. identified Feb 26, 2026, 03:02 AM UTC

   We are aware of an issue impacting orders for the French Extended Company Profile document. Currently, some requests are failing to complete due to a vendor-side issue. The vendor has identified the problem and is actively investigating the matter with the relevant registry. We will continue to monitor the situation and provide further updates as they become available. Start Time: 00:46 AM AEDT

2. resolved Mar 02, 2026, 01:05 PM UTC

   The issue impacting orders for the France Extended Company Profile has now been resolved by the registry. All services have been fully restored as of 2nd March at 7:38 PM AEDT. We will continue to monitor the service to ensure stability. Please reach out to support if you experience any further issues.

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Started Feb 19, 2026, 02:44 AM UTC· resolved Feb 19, 2026, 02:44 AM UTC

1. resolved Feb 19, 2026, 02:44 AM UTC

   Incident Summary: We experienced degraded performance from an upstream vendor impacting NZ Driver Licence checks. Impact: Customers may have experienced delays or intermittent timeouts when performing NZ Driver Licence verifications during the affected period. Incident Window (AEDT): Start Time: 01:44 PM AEDT – 19 February 2026 End Time: 03:44 PM AEDT – 19 February 2026 Resolution: The vendor has confirmed that the issue has been resolved, and services have returned to normal performance levels. We continue to monitor the integration to ensure ongoing stability.

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Started Feb 16, 2026, 02:26 AM UTC· resolved Feb 16, 2026, 02:26 AM UTC

1. investigating Feb 16, 2026, 02:22 AM UTC

   We are currently experiencing outage on our FRANKIEONE production services. The team is actively investigating currently to restore the same. Updates will be posted as soon as we have more details.

2. resolved Feb 16, 2026, 02:26 AM UTC

   The earlier outage affecting FRANKIEONE production services has now been resolved. Our team identified the root cause and implemented corrective measures to restore full functionality. All services are operating normally at this time. We will continue to monitor the platform closely to ensure stability. If you experience any further issues, please contact our support team. Thank you for your patience.

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Started Feb 11, 2026, 10:15 PM UTC· resolved Feb 11, 2026, 10:15 PM UTC

1. resolved Feb 11, 2026, 10:15 PM UTC

   On 12 February 2026, between 9:15 AM AEDT and 10:15 AM AEDT, we experienced an issue impacting our Business API services, which affected retrieval of company data within the platform. During this period, customers may have experienced intermittent errors or delays when accessing Business API endpoints, including credit report and related services. The issue was identified and a fix was implemented. Services were fully restored by 10:15 AM AEDT, and we have continued monitoring to ensure stability. We apologise for any inconvenience caused and appreciate your patience. Please reach out to Support if you continue to experience any issues.

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Started Feb 04, 2026, 03:20 AM UTC· resolved Feb 05, 2026, 12:38 AM UTC

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.

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Started Jan 20, 2026, 02:31 PM UTC· resolved Jan 20, 2026, 02:50 PM UTC

1. identified Jan 20, 2026, 12:50 PM UTC

   We are aware of an issue affecting Netherlands Business Registry services due to a vendor-side outage. The issue is limited to specific API operations related to business registry lookups. Impact: Customers may experience errors or unavailability when performing the following actions for Netherlands entities: • Ordering Business Registry documents • Business search API calls • Business profile API calls Other regions and services are not impacted.

2. resolved Jan 20, 2026, 02:50 PM UTC

   Resolution Time: 21 January, 01:50 AEDT Summary: The vendor-side issue affecting Netherlands Business Registry services has now been resolved. Impact (Resolved): The issue was limited to the following operations for Netherlands entities: • Ordering Business Registry documents • Business search API calls • Business profile API calls

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Started Jan 15, 2026, 01:19 AM UTC· resolved Jan 15, 2026, 02:01 AM UTC

1. monitoring Jan 15, 2026, 01:11 AM UTC

   From 11:58 AM AEDT, FrankieOne experienced an issue where KYB reports and related APIs were unavailable due to a vendor-side incident. Impact: Some customers may have encountered errors or were unable to access KYB reports and APIs during this time. Root Cause: The issue was identified to be on the vendor’s side. Resolution: A solution has been implemented by the vendor, and services have been restored. The team continues to monitor to ensure stability.

2. resolved Jan 15, 2026, 02:01 AM UTC

   Incident Window: From 11:58 AM AEDT to 1:01 PM AEDT Summary: FrankieOne experienced an issue where KYB reports and related Business APIs were unavailable due to a vendor-side incident. Impact: Some customers may have encountered errors or were unable to access KYB reports and Business APIs during this period. Root Cause: The issue originated from an upstream vendor. Resolution: The vendor has confirmed the issue was fully resolved at 1:01 PM AEDT, and services have been restored. FrankieOne has continued monitoring and confirmed system stability. Current Status: All services are operating normally. This incident is now marked as Resolved.

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Started Jan 05, 2026, 09:46 PM UTC· resolved Jan 05, 2026, 09:46 PM UTC

1. resolved Jan 05, 2026, 09:46 PM UTC

   On 6th January, the FrankieOne portal was inaccessible between 08:46 AM and 09:20 AM. Our team identified the root cause as a backend issue and applied a fix promptly. The issue lasted for a total of 34 minutes, after which full access to the portal was restored.

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Started Dec 01, 2025, 03:20 AM UTC· resolved Dec 01, 2025, 03:20 AM UTC

1. resolved Dec 01, 2025, 03:20 AM UTC

   Between 05:43 AEDT and 06:20 AEDT on 30 November, we experienced a vendor-related outage that affected the Device and Customer APIs. During this period, requests to these services may have failed or returned errors. Impact • Intermittent failures and degraded performance in Device and Customer API workflows. • Some customers may have observed delays or temporary inability to complete verification flows. Vendor services were restored at 06:20 AEDT, and normal operations resumed immediately after. We have continued to monitor performance and confirm all systems are fully stable.

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Started Nov 25, 2025, 08:56 AM UTC· resolved Nov 26, 2025, 05:31 AM UTC

1. investigating Nov 25, 2025, 08:56 AM UTC

   We are currently experiencing intermittent errors across multiple screens in the Portal. Our engineering team is actively investigating the issue with priority. We will continue to monitor the situation closely and provide further updates as more information becomes available. Thank you for your patience.

2. monitoring Nov 25, 2025, 12:09 PM UTC

   Our engineering team has released a fix to address the intermittent errors on the portal screens, and we are monitoring the results now.

3. resolved Nov 26, 2025, 05:31 AM UTC

   The intermittent errors affecting multiple screens in the Portal have now been resolved. All functions are operating normally, and no further impact is observed.

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Started Nov 23, 2025, 05:24 PM UTC· resolved Nov 24, 2025, 08:53 AM UTC

1. investigating Nov 23, 2025, 05:24 PM UTC

   The French Registry is currently experiencing an outage which is causing an impact on availability of data and documents in this jurisdiction.

2. resolved Nov 24, 2025, 08:53 AM UTC

   The outage related to french registry is resolved on 24th November 2025 19:53 AEDT

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