IDVerse had 42 outages in the last 2 years totaling 1426h 45m of downtime — averaging 1.7 incidents per month.
There were 42 IDVerse outages since July 22, 2024 totaling 1426h 45m of downtime. Each is summarised below — incident details, duration, and resolution information.
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.
DVS have advised as of 7 April 2026 — 1:31PM AEST of an intermittent outage impacting Medicare cards You may receive system errors 'S' responses until the issue is resolved
Services were restored as of 7:37PM 07 April 2026 AEST
We are advised of a DVS intermittent outage impacting all documents as of 19/12/2025 15:15PM AEDT You may receive system errors 'S' responses until the issue is resolved
DVS advise that as of 19/12/2025 16:12 PM all services have been restored
We are investigating an issue for some clients where many transactions completed between roughly 12:00 AM and 3:20 AM AEDT are returning HIGH RISK DFA results unexpectedly. Our initial review with IDVerse Operations suggests the issue may be linked to service disruptions from our GeoData provider, IPQS (https://www.ipqualityscore.com). Investigations are continuing and will provide updates as they become available. If you need any potentially impacted transactions reprocessed, please submit a ticket to the support team for review.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
We are continuing to monitor for any further issues.
This was resolved approximately 3:20 AM AEDT, and was confirmed to be related to the cloudflare incident (https://www.cloudflarestatus.com/) that also impacted IPQS. If you need any potentially impacted transactions reprocessed, please submit a ticket to the support team for review.
DVS advised as of October 30th 2025 - 03:00 AEST there is an intermittent outage affecting passport and Electoral Commission documents. Outage being resolved by Microsoft Azure and services are now recovering. You may receive system errors 'S' responses until the issue is resolved.
This issue is understood to have been impacting periodically between 30/10/25 - noting the following chain of events: > 30/10 outage first indicated as resolved on 08/12 > Issue reoccurred 11/12 and resolved on 12/12 > Issue reoccured 16/12 and resolved on 17/12 Due to the ongoing nature of this intermittent outage, continuation of this outage advice has remained. This incident is now marked as resolved as no further indication from DVS has established continuity of this original incident from September '25. Any issues or concerns, please feel free to reach out to IDVerse Support
We are currently investigating an issue involving certain clients where every transaction completed since approximately 5:43AM AEDT is returning HIGH RISK results for DFA without obvious cause Initial consultation with IDVerse Operations personnel has identified this as potentially originating from service disruptions with a 3rd party data vendor, however investigations remain ongoing. Please reach out to IDVerse Support for further assistance
This has been confirmed as a 3rd party provider outage 'IPQS' https://www.ipqualityscore.com/. This is used for GeoFlagging https://ocrlabs.atlassian.net/servicedesk/customer/portal/1/article/1870462988. Previously the action was to wait for IPQS to come back online and then look at impacted transactions and have them re-processed. This is remaining to be the best course of action , however we will update once we know further. Please reach out if you require an immediate update in the meantime.
IDVerse Operations escalation to the 3rd party data vendor have resulted in a return to normal service as of approximately 11:23AM AEDT 18/10/25. Transaction results should now process as normal. IDVerse Support and Operations teams are continuing to manage and monitor the situation, however please reach out to IDVerse Support for any further queries or concerns
Version 1.56 was released on September 3rd at 10:50 AM Sydney time (AEST). This release inadvertently removed the authentication header from webhook notification calls. As a result, webhook requests failed with a 401 Unauthorized error. While this issue did not impact end-user flows or engine decisioning, it prevented customer platforms from receiving webhook notifications for completed transactions. The issue was resolved at 5:44 PM Sydney time (AEST) on the same day.
Customer Degraded Messaging Burst SMS (used by many customers in the APAC regioN) have identified a potential issue in their systems and are currently investigating remediation options. Users may also additionally see intermittent issues logging into their account via the UI. Note: Messages should be added to queues and not lost. Live incident updates with Burst can be tracked here: https://status.transmitsms.com/incidents/2qtyfkq6hkmc
A fix was implemented at 11:08 AEST with ongoing monitoring can confirm the issue has been fixed. Transactions/SMS's do not need to be re-sent as SMS's were queued and should have since been delivered.
We have heard reports of some user being unable to capture documents as part of the user flow. This is currently being investigated by the team.
This is currently under investigation.
We are continuing to work on a fix for this issue.
This has been confirmed to impact all IDKit saas regions. The fix is currently in progress and will provide further updates once deployed.
A fix has been implemented and we are monitoring the results.
We have monitored the system post-resolution over the weekend and can confirm that it is now functioning as intended.
IDVerse Operations have advised of a 13 minute outage of the Liveness API endpoint in the AU region between 06:14 to 06:27 UTC (16:14 to 16:27 AEST) today 28/07/25 This issue would have presented as a nondescript error at the Liveness stage of an Identity Verification, potentially impacting the completion of Liveness capture until the issue was resolved. Whilst we expect any current applications impacted can be retried with success, please reach out to to IDVerse Support for further assistance
This incident has been resolved.
AU Liveness Engine outage from 4:14pm AEST - 4:27 AEST (06:14 to 06:27 UTC). The error encountered during liveness capture has been resolved. Customers are now able to return and complete previously impacted transactions
We are currently investigating an issue involving certain APAC clients where every transaction completed between approximately 7AM and ~ 11:10AM 29/06/25 may have returned HIGH RISK results for DFA without obvious cause Initial consultation with IDVerse Operations personnel has identified this as potentially originating from service disruptions with a 3rd party data vendor, however investigations remain ongoing. Please reach out to IDVerse Support for further assistance
This incident was resolved as of 11:10AM 29/06/25 with resumption of impacted service - please contact IDVerse Support for further assistance and information
Our SMS provider, Twilio, has identified the issue and is working closely with their carrier partner to resolve it. This may result in delayed message delivery to affected recipients. Their engineering team is actively monitoring the situation, and we will provide updates as soon as more information becomes available. We appreciate your patience, for more information please visit: https://status.twilio.com/incidents/cbf7ht7jq86s
We are observing signs of recovery in SMS delivery delays when sending messages to devices on the AT&T Network in the United States. Our SMS provider has reported improvement, and we will continue to monitor the service closely to ensure a full recovery. We will provide additional updates as more information becomes available.
This incident is now resolved. We are no longer experiencing SMS delivery delays when sending messages to AT&T Network in the United States.
The IDVerse Support Portal is currently experiencing degraded performance due to an active incident with one of our third-party service providers, Atlassian Jira. The issue, identified by Jira, is impacting issue search and filter functionality across all Jira Software customers. As a result, access to the IDVerse Support Portal and support tickets may be delayed or temporarily unavailable. Atlassian has identified the root cause and is actively working on a resolution. We are closely monitoring their progress and will update the status of this incident as more information becomes available.
The issue impacting access to the IDVerse Support Portal has been resolved. Incident Summary: Between 02:00 UTC and 16:30 UTC on April 18, 2025, a third-party incident with Atlassian Jira affected our support systems. During this time, the Sprint field was not visible in issue views, and issue search/filters showed an empty Sprint field cell for some Jira customers, including our portal. The root cause was a recent code change introduced by Jira. They've deployed a fix to resolve the issue, and services have been verified as fully recovered.
DVS advised that between 16 April 2025 1:26PM - 1:42PM AEDT an unscheduled production outage impacted processing of all document types. During this time, system errors ("S" responses) may have been observed
DVS have advised as of 7 April 2025 — 11:37AM AEST of an unscheduled production outage impacting passport processing You may receive system error 'S' responses until the issue is resolved
DVS have advised as of 07/04/2025 12:38PM AEST that this incident has been upgraded to ALL DOCUMENTS You may receive system errors 'S' responses until the issue is resolved
DVS have advised that this production outage is now resolved. They have provided a outage duration for this incident impacting between 12:38PM AEST and 1:15PM AEST 07 April 2025 For any questions or concerns regarding this outage, please feel free to reach out to IDVerse Support who will gladly assist
Australian DVS Unscheduled Outage affecting all document types You will receive S responses until the systems comes back online.
This incident has been resolved.
Atlassian Cloud Service Management is currently facing an unexpected outage impacting our support portal (support.idverse.com/support.ocrlabs.com) We will keep you posted on updates. You can also subscribe to directly to atlassian updates here: https://jira-service-management.status.atlassian.com/incidents/vy4wm8b5v0yh While our portal is down, you can continue to raise requests via email by sending it to [email protected]. Notification updates for existing and new tickets will still continue to be sent.
This incident has been resolved.
DVS have advised as of 2:00 PM AEDT 11 March 2025 an intermittent production outage is impacting multiple document types. Investigations are ongoing, however you may continue to receive intermittent S responses from the DVS service until the issue is resolved
DVS have advised as of 11 March 2025 — 8:08 PM AEDT that this issue has been resolved
DVS Production Outage All Document Types will be affected A full system outage is required and you will receive S responses while the system comes back online. This may take up to an hour for a full system restoration to occur
DVS is actively working to resolve these issues. You will continue to experience intermittent S responses while the system comes back online. DVS dashboard and service availability can also be accessed here: https://dvsstatus.idmatch.gov.au/
This incident has been resolved.
DVS have advised that as of 7 March 2025 — 11:17AM AEDT passport checks may result in ‘S’ system errors until the issue is resolved
DVS have advised this issue has been resolved as of 7 March 2025 — 6:34PM AEDT
Twilio has advised as of Feb 21st at 17:13 AEDT (19:13 NZDT) that their monitoring systems detected potential SMS delivery delays to OneNZ/Vodafone customers in New Zealand via a subset of shortcodes. Further update at 18:08 AEDT (20:08 NZDT) indicated they are monitoring recovery of SMS delivery with further advice to follow
Twilio has advised this incident has been resolved
Twilio have advised that their SMS carrier partner in Australia is conducting emergency maintenance from 18 February 2025 at 23:59PM to 19 February 2025, 02:00AM AEDT During this maintenance window they have advised of potential intermittent delays delivering SMS to and from Australia handsets via subset of Australian long codes. For any issues or concerns, please reach out to IDVerse Support for assistance
Twilio have advised as of Feb 18, 2025 02:01AM AEDT maintenance is complete.