FrankieOne Outage History

Started Nov 18, 2025, 01:09 PM UTC· resolved Nov 18, 2025, 01:09 PM UTC

1. resolved Nov 18, 2025, 01:09 PM UTC

   On 19th Nov, between 12:09 AM and 1:32 AM AEDT, FrankieOne services experienced disruptions due to a global Cloudflare outage affecting access to the FrankieOne API, Portal, OneSDK, and some partner integrations. Impact: Customers may have experienced errors or an inability to access FrankieOne services during this period. Any transactions attempted during the outage did not reach the FrankieOne ecosystem and will need to be reprocessed. Root Cause: The issue was caused by a major outage within Cloudflare’s global network, impacting many organisations worldwide. Resolution: Cloudflare has fully restored normal operations, and all FrankieOne services are functioning as expected. FrankieOne continues to actively monitor to ensure ongoing stability.

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Started Nov 13, 2025, 03:52 AM UTC· resolved Nov 13, 2025, 03:52 AM UTC

1. resolved Nov 13, 2025, 03:52 AM UTC

   Between 10:46 AM and 11:45 AM AEDT, FrankieOne experienced intermittent issues with business searches due to an outage on the ABR (Australian Business Register) service. Impact: Some customers may have encountered errors or delays when performing business verification checks during this time. Root Cause: The issue was identified to be on the vendor (ABR) side. Resolution: The vendor has since resolved the issue, and services have returned to normal. FrankieOne continues to monitor to ensure stability.

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Started Oct 30, 2025, 03:47 AM UTC· resolved Oct 30, 2025, 03:47 AM UTC

1. resolved Oct 30, 2025, 03:47 AM UTC

   Start Time: 30 October 2025 — 3:00 AM AEDT End Time: 30 October 2025 — 10:40 AM AEDT Summary: We experienced an outage from one of our external vendors affecting the AU Passport and Electoral Roll verification services. During this period, users may have encountered failed or delayed verification responses when performing checks that relied on these data sources. Impact: • Verification checks using AU Passport and Electoral Roll were intermittently failing. • Other verification services remained unaffected and continued to operate normally. Resolution: The vendor has restored normal service as of 10:40 AM AEDT. Our monitoring confirms that all verification flows are now functioning as expected.

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Started Oct 29, 2025, 05:58 PM UTC· resolved Oct 29, 2025, 09:07 PM UTC

1. identified Oct 29, 2025, 05:58 PM UTC

   Start Time: Oct 30, 2025, 03:34 AM AEDT We are currently experiencing an issue with one of our vendors that provides international business verification services. This may impact Search and Profiles API calls, as well as the ordering of documents. The root cause has been identified by the vendor, and they are actively working to restore normal service. We will provide further updates as more information becomes available.

2. resolved Oct 29, 2025, 09:07 PM UTC

   Start Time: Oct 30, 2025, 03:34 AM AEDT End Time: Oct 30, 2025, 07:45 AM AEDT The issue with our vendor providing international business verification services has now been resolved. Normal functionality for Search and Profiles API calls and document ordering has been fully restored. We have confirmed stability following the vendor’s recovery from the Azure-related outage, and all services are now operating as expected.

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Started Oct 20, 2025, 10:26 AM UTC· resolved Oct 20, 2025, 10:26 AM UTC

1. resolved Oct 20, 2025, 10:26 AM UTC

   Start Time: 06:11 PM AEDT Current Status: Services Recovered to Normal We are aware of an ongoing incident affecting one of our US data source vendors, which may have caused intermittent failures or delays in processing checks that rely on this vendor. As of 09:03 PM AEDT, vendor services have started returning to normal, and most checks should now be processing successfully. All other FrankieOne services continue to operate normally.

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Started Oct 20, 2025, 05:46 AM UTC· resolved Oct 20, 2025, 05:46 AM UTC

1. resolved Oct 20, 2025, 05:46 AM UTC

   Date: 18th October 2025 Impact Window: • 8:15 AM – 9:15 AM AEDT • 7:30 PM – 8:00 PM AEDT We observed intermittent outages from one of our AML vendors, which may have caused delays or failures in AML check processing during the above periods. The vendor has resolved the issue, and all services have been fully restored. We will continue to monitor for stability.

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Started Oct 14, 2025, 07:35 AM UTC· resolved Oct 14, 2025, 11:56 AM UTC

1. investigating Oct 14, 2025, 07:35 AM UTC

   Start Time: 18:19 AEST (Oct 14, 2025) We are currently experiencing an issue where documents from the Cyprus Registry are unavailable. Our team is investigating the cause and working with the upstream provider to restore access as soon as possible. All other countries remain operational. We will provide an update once more information becomes available or when service is restored.

2. resolved Oct 14, 2025, 11:56 AM UTC

   Resolved Time: 22:56 AEST The earlier issue affecting document availability from the Cyprus Registry has now been resolved. Access to documents has been fully restored, and services are operating normally.

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Started Oct 07, 2025, 03:13 AM UTC· resolved Oct 24, 2025, 04:30 AM UTC

1. investigating Oct 07, 2025, 03:13 AM UTC

   Time: 7 October 2025 — 11:45 AM AEDT We are currently experiencing an intermittent outage affecting Passport Verification services. During this period, you may encounter system errors or ‘S’ responses when performing verification requests. Our team is actively monitoring the issue and working with the vendor to restore full functionality as soon as possible.

2. investigating Oct 09, 2025, 04:32 AM UTC

   Our vendor has reported that while some improvements have been observed in transaction performance, intermittent slow responses are still occurring. Their engineering team is continuing to investigate the issue. We are monitoring closely and will provide further updates as soon as available.

3. monitoring Oct 09, 2025, 06:46 AM UTC

   Improvements in transactions are being observed throughout this afternoon. Whilst there are still some slow responses, the vast majority of transactions are flowing as normal. Further technical investigations are continuing to minimise any remaining slow responses.

4. monitoring Oct 20, 2025, 11:12 AM UTC

   While the majority of transactions are now processing as expected, we are still observing intermittent performance issues for some users. Our team continues to monitor the situation closely in collaboration with the vendor. Further updates will be provided as more information becomes available.

5. investigating Oct 22, 2025, 12:46 AM UTC

   We have been informed by our vendor that the AU Passport verification service is currently experiencing an outage starting from 11:46 AM AEDT. As a result, any verification attempts involving AU Passport checks may fail or experience delays. Other verification services remain operational.

6. monitoring Oct 22, 2025, 06:25 AM UTC

   While the majority of transactions are now processing as expected, we are still observing intermittent performance issues for some users. Our team continues to monitor the situation closely in collaboration with the vendor. Further updates will be provided as more information becomes available.

7. resolved Oct 24, 2025, 04:30 AM UTC

   The passport verification service has recovered as of 3:30 PM AEDT, 24 October 2025. All checks are now processing normally, and we will continue to monitor the service for stability.

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Started Oct 01, 2025, 03:17 AM UTC· resolved Oct 01, 2025, 06:18 AM UTC

1. investigating Oct 01, 2025, 03:17 AM UTC

   We have been advised that the ABR is currently experiencing intermittent errors. This may impact credit reports and searches. As this is a vendor-side issue, we are monitoring the situation closely and will provide updates as they become available.

2. resolved Oct 01, 2025, 06:18 AM UTC

   The intermittent errors impacting credit reports and searches due to issues on the ABR side have now been resolved as of 16:18. All services are operating normally.

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Started Sep 02, 2025, 03:32 AM UTC· resolved Sep 02, 2025, 03:32 AM UTC

1. investigating Sep 02, 2025, 02:16 AM UTC

   We have been advised of a current outage with the NZTA. This is unexpected and as such we do not have an ETA on when it will be resolved. This will affect any report with a driver license to be verified and also our Wheels reports.

2. resolved Sep 02, 2025, 03:32 AM UTC

   Incident has now been resolved.

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Started Aug 26, 2025, 02:58 AM UTC· resolved Aug 26, 2025, 02:58 AM UTC

1. investigating Aug 23, 2025, 02:35 AM UTC

   We are currently observing intermittent outages impacting services with the NZ DIA. Our engineering team has reviewed and confirmed this aligns with maintenance activity noted on the vendor’s status page. Impact: Some verification checks may fail or timeout during this period. Next Steps: We have reached out to the vendor for further details on the start time and expected completion of maintenance. We will continue to monitor and provide updates as they become available.

2. resolved Aug 26, 2025, 02:58 AM UTC

   We have confirmed with the vendor that the underlying issue impacting NZ DIA services was resolved on 25 August 2025 at 15:55 NZST (13:55 AEST). All services are now operating as expected. We will continue to monitor, but no further impact is anticipated.

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Started Aug 13, 2025, 02:04 PM UTC· resolved Aug 13, 2025, 02:04 PM UTC

1. investigating Aug 13, 2025, 03:45 AM UTC

   Since around 12:00 PM AEST, we have been experiencing elevated API error rates impacting KYC and KYB services. Our engineering team is investigating the issue to identify the root cause and restore normal functionality as quickly as possible.\n\nWe will provide the next update in 30 minutes or sooner as new information becomes available.\n\nThank you for your patience.

2. identified Aug 13, 2025, 05:09 AM UTC

   Our engineering team is still actively investigating the elevated API error rates affecting KYC and KYB services since around 12:00 PM AEST. We are working to identify the underlying cause and will provide further updates as soon as possible.\n\nThank you for your continued patience.

3. identified Aug 13, 2025, 05:29 AM UTC

   A fix has been implemented for the elevated API error rates affecting KYC and KYB services since around 12:00 PM AEST. We have been observing improvements since 3:18 PM AEST and are now monitoring the systems closely to ensure stability before marking this as fully resolved.

4. monitoring Aug 13, 2025, 07:22 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Aug 13, 2025, 02:04 PM UTC

   The elevated API errors in KYC and KYB services, as well as the intermittent portal slowness observed yesterday starting around 12:00 PM, have been fully resolved. The root cause was addressed, and we have been monitoring the systems since the fix was deployed. All services have remained stable with no further errors or slowness detected.

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