Is IDVerse down?

Starting at 12:45 AM PDT, we are experiencing increased 5xx errors when accessing IDKE enterprise sites via the portal or API for CloudFront customers utilizing VPC Origins connectivity. We have confirmed that customers utilising other origin types are not impacted by this issue. Our engineers are engaged and are actively working to mitigate impact. As a workaround, customers who do not require VPC Origins can change their origin type to resolve the errors. We will provide another update by 3:15 AM PDT, or sooner if more information becomes available.

The issue has been identified and a fix is being implemented.

We are continuing to investigate the issue affecting access to our Production and Staging environments for select clients. Our provider has identified the underlying cause of the disruption. A mitigation strategy has now been developed and is currently undergoing testing. Once testing is complete, this will be rolled out in a carefully managed, phased approach to restore normal service. We will provide a further update when significant developments arise.

A fix is now being rolled out by our provider to resolve the affected Production and Staging environments. Early indicators show signs of recovery, with users beginning to regain access to their environments. Our teams are continuing to monitor the situation closely as the fix is deployed to ensure connectivity is fully and consistently restored across all affected clients. We will confirm once normal service has been fully restored. Thank you for your patience and understanding while this incident was resolved.

We are continuing to monitor for any further issues.

We are pleased to confirm that the issue affecting access to our Production and Staging environments has now been fully resolved. The fix rolled out by our infrastructure provider has been successfully deployed, and connectivity has been restored across all affected client environments. Our teams have monitored the situation closely to ensure service is operating normally and remains stable. If you continue to experience any difficulties accessing your environment, please don't hesitate to reach out to our support team, who will be happy to assist. We appreciate your patience and understanding throughout this incident.

# **504 Gateway Timeout Error** ## **Description** On 16th July 2026, Amazon CloudFront experienced a global service degradation affecting customers using VPC Origins connectivity between 08:45 BST and 12:18 BST. The issue impacted the routing of traffic between CloudFront and private origin services resulting in failed access to some client Enterprise sites. This service interruption was presented as 504 Gateway Timeout errors when navigating to the client site. Amazon’s mitigation was deployed and connectivity to affected environments was restored. A fix was deployed by Amazon at 13:05 BST and after a period of monitoring the incident was resolved at 14:15 BST. The underlying cause was an upstream CloudFront connectivity issue and not a failure within the IDVerse application itself. ## **Impact** Some Enterprise clients were not able to access their production or staging environments via the portal or the API. ## **Root Cause** The Amazon CloudFront service had a global service degradation which disrupted the connectivity to IDVerse Enterprise Production and Staging environments and caused users to experience 504 Gateway Timeout errors. ## **Were clients affected?** Yes. Access to production and staging instances via the portal or API was interrupted. ## **Were end-users affected?** Yes. Transactions could not be created and sent to end-users. ## **Future Improvements** Improved alerting for 3rd party incidents. ## **Remediation** N/A

Document/s Affected: All Document Types Start Date and Time: 12 June 2026 — 10:00AM AEST End Date and Time: 12 June 2026 — 12:15PM AEST Issue is now resolved. Last failed transaction was at 10:53 AM.

As part of ongoing platform lifecycle and security management activities, certain IDVerse Enterprise staging environments have transitioned to a controlled access model in alignment with current LexisNexis Risk Solutions security standards. The staging environments themselves remain operational and available for active delivery, testing, and migration activities where required. Access is now managed through a coordinated enablement process based on active business or project requirements. If staging access is currently returning error '503', the IDVerse team can assist with enabling access for agreed periods through the standard support and coordination process. For questions or to re‑activate access, please reach out to IDVerse Support via the appropriate support channel: - Support portal: https://lnrs.my.site.com/IDVerseSupportDesk - Email: [email protected]

This incident has been resolved.

The Australian Communications and Media Authority (ACMA) has issued an urgent call-to-action for organisations that use branded SMS messages sending to Australian Phone Numbers. A new mandatory SMS Sender ID Register will apply from 1 July 2026. To find out more please read: https://enterprise.docs.idverse.com/docs/required-information-for-sender-id-registrations

This incident has been resolved.