“Couldn’t recognise your ID” errors with AUS & NZ Documents - Enterprise Clients

Update timeline

1. resolved Sep 26, 2024, 11:45 AM UTC

   At 12:36 AM Thursday, September 26th 2024 a new OCR Engine update was rolled out to the IDVerse APAC Enterprise client-base. Whilst not caused by the OCR engine update itself, an error occurred in the CI/CD deployment pipeline. As a result, the OCR engine temporarily experienced issues accurately identifying specific documents for the Australian and New Zealand regions. This primarily impacted Australian and NZ driver licences and passports. End users attempting an IDV transaction during this time may or may not have experienced the error message “Couldn’t recognise your ID” when submitting their identity document(s). This may have prevented completion of the verification process as a result. This issue was identified and a rollback initiated and completed by 8:15am AEST. Smoke testing by IDVerse technical teams ensured functionality was properly restored. It is expected that anyone who experienced issues during this time will no longer encounter such issues should their IDV still remain in-progress or pending post-restoration. For any further questions or concerns, please do not hesitate to get in touch with IDVerse Support who will gladly assist