IDVerse Outage History

Started Mar 25, 2025, 05:14 AM UTC· resolved Mar 25, 2025, 05:49 AM UTC

1. investigating Mar 25, 2025, 05:14 AM UTC

   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.

2. resolved Mar 25, 2025, 05:49 AM UTC

   This incident has been resolved.

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Started Mar 11, 2025, 04:13 AM UTC· resolved Mar 11, 2025, 09:17 AM UTC

1. investigating Mar 11, 2025, 04:13 AM UTC

   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

2. resolved Mar 11, 2025, 09:17 AM UTC

   DVS have advised as of 11 March 2025 — 8:08 PM AEDT that this issue has been resolved

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Started Mar 10, 2025, 01:58 AM UTC· resolved Mar 10, 2025, 06:06 AM UTC

1. identified Mar 10, 2025, 05:27 AM UTC

   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

2. identified Mar 10, 2025, 07:14 AM UTC

   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/

3. resolved Mar 10, 2025, 09:59 AM UTC

   This incident has been resolved.

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Started Mar 07, 2025, 12:17 AM UTC· resolved Mar 07, 2025, 01:08 PM UTC

1. investigating Mar 07, 2025, 01:01 AM UTC

   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

2. resolved Mar 07, 2025, 01:08 PM UTC

   DVS have advised this issue has been resolved as of 7 March 2025 — 6:34PM AEDT

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Started Feb 21, 2025, 07:55 AM UTC· resolved Feb 22, 2025, 12:05 AM UTC

1. monitoring Feb 21, 2025, 07:55 AM UTC

   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

2. resolved Feb 22, 2025, 12:05 AM UTC

   Twilio has advised this incident has been resolved

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Started Feb 18, 2025, 04:10 AM UTC· resolved Feb 19, 2025, 12:13 AM UTC

1. monitoring Feb 18, 2025, 04:10 AM UTC

   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

2. resolved Feb 19, 2025, 12:13 AM UTC

   Twilio have advised as of Feb 18, 2025 02:01AM AEDT maintenance is complete.

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Started Feb 18, 2025, 01:32 AM UTC· resolved Feb 18, 2025, 05:17 AM UTC

1. identified Feb 18, 2025, 01:32 AM UTC

   GeoLocation is no longer displaying on transactions relying on the IPStack location service, this impacts IDKit Enterprise customers using the service. This also impacts DFA results (causing it to flag) for customers below 4.8 and using Geo-Flagging: https://ocrlabs.atlassian.net/servicedesk/customer/portal/1/article/1870462988

2. identified Feb 18, 2025, 03:05 AM UTC

   This is impacting a small number of customers. We have also confirmed in almost all situations is not impacting the ability to complete or send out transactions.

3. monitoring Feb 18, 2025, 03:16 AM UTC

   IPStack service is up and running. We're monitoring to ensure this is true for all impacted customers.

4. monitoring Feb 18, 2025, 04:02 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Feb 18, 2025, 05:17 AM UTC

   This incident has been resolved.

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Started Jan 12, 2025, 10:25 PM UTC· resolved Jan 13, 2025, 02:00 AM UTC

1. identified Jan 12, 2025, 10:25 PM UTC

   Telstra has identified an issue with handset delivery and the engineers are working on a resolution.

2. monitoring Jan 12, 2025, 11:52 PM UTC

   A fix was implemented and now being monitored

3. resolved Jan 13, 2025, 05:29 AM UTC

   This incident has been resolved.

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Started Dec 22, 2024, 10:50 PM UTC· resolved Dec 23, 2024, 12:10 AM UTC

1. investigating Dec 22, 2024, 11:06 PM UTC

   DVS have advised as of 9:50AM AEDT 23/12/24 of an unscheduled outage impacting all document types You may receive "S" response from all document type data checks. Investigations are continuing with the service and DVS will provide regular updates

2. resolved Dec 23, 2024, 12:10 AM UTC

   DVS have advised that this issue is now resolved. The stated duration of this incident was between 09:11am - 10:39am AEDT 23-December 2024

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Started Dec 20, 2024, 05:51 AM UTC· resolved Dec 20, 2024, 02:32 PM UTC

1. investigating Dec 20, 2024, 05:51 AM UTC

   DVS have advised of an emergency outage set to commence 21 December 2024 01:00am AEDT This outage will affect all document types and you will receive S responses or transaction time outs during this period. No expected duration has been communicated, however we (IDVerse) will endeavour to update as further details are provided

2. resolved Dec 20, 2024, 02:32 PM UTC

   DVS have advised that all document types are available. This outage has been resolved

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Started Dec 12, 2024, 06:09 AM UTC· resolved Dec 12, 2024, 08:47 AM UTC

1. identified Dec 12, 2024, 06:09 AM UTC

   As of approximately 3:30PM AEDT 12/12 (4:30am UTC) end users conducting IDV applications may have experienced issues with proper document upload, resulting in errors IDverse technical teams are working to resolve this ASAP and will provide regular updates as information becomes available

2. monitoring Dec 12, 2024, 06:25 AM UTC

   At of 4:30pm AEDT (5:30am UTC) IDVerse technical teams have resolved the underlying errors. IDV transactions should now progress through for end-users We will continue to monitor the situation and provide further updates as more information becomes available

3. resolved Dec 12, 2024, 08:47 AM UTC

   This incident has been resolved. Postmortem to follow.

4. postmortem Dec 13, 2024, 05:08 AM UTC

   ### Errors when uploading documents due to OCR Engine API layer deployment ‌ ### **Summary** An error in the deployment process occurred when making routine updates to the API layer. This update was deployed at 05:35 UTC . While the engines themselves were up and running, users attempting an IDV during this time would not have been able to complete their IDV transaction given the OCR engine directly impacts the uploading of documents. ### **Remediation** The deployment was rolled back and completed at approx 06:40 UTC. ### **Future improvements identified** Our API layer deployment process is currently under review to identify improvements, including further automation, to mitigate against system disruptions. We are also reviewing infrastructure monitoring, including how the notifications flow to impacted customers.

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Started Dec 05, 2024, 01:52 AM UTC· resolved Dec 05, 2024, 03:24 AM UTC

1. investigating Dec 05, 2024, 01:52 AM UTC

   As of 5 December 2024 at 11:01AM AEDT, DVS have advised of an intermittent outage with AUS driver's licences Data checks with the service may respond with intermittent ‘S’ system errors until the issue is resolved.

2. resolved Dec 05, 2024, 03:24 AM UTC

   DVS has advised as of 5 December 2024 — 2:20PM AEDT that this has been resolved.

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Started Dec 04, 2024, 11:46 PM UTC· resolved Dec 05, 2024, 01:29 AM UTC

1. monitoring Dec 04, 2024, 11:46 PM UTC

   We have been advised per https://status.twilio.com/incidents/l126b2hqvz9t that as of December 5, 2024, at 09:40 AM AEDT (11:40 NZDT) SMS delivery delays were being observed to Spark mobile users in New Zealand. Further update from Twilio at 10:35 AM AEDT (12:35 NZDT) indicated recovery of the issue, with ongoing monitoring of the service in place. Further updates will be provided as received. Please do not hesitate to contact IDVerse Support for any questions/concerns

2. resolved Dec 05, 2024, 01:29 AM UTC

   Twilio have advised as of 12:25PM AEDT (14:25 NZDT) they are no longer registering any SMS delays to Spark customers in New Zealand. This issue is now resolved

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Started Nov 19, 2024, 02:30 AM UTC· resolved Nov 19, 2024, 08:33 AM UTC

1. investigating Nov 19, 2024, 02:30 AM UTC

   We have been advised by Twilio per https://status.twilio.com/incidents/sj0780pvq7rg that as of Nov 19, 2024 - 12:47 PM AEDT (14:47 NZDT) they are experiencing SMS delivery delays when sending messages to multiple carrier networks in New Zealand. End user receipt of IDV links via SMS to New Zealand will be impacted as a result Twilio engineers are working with their carrier partners to resolve the issue. Regular updates will be provided on the status of ongoing remediations

2. investigating Nov 19, 2024, 03:37 AM UTC

   As of 12:41 PM AEDT (14:41 PM NZDT) Twilio have indicated investigations are still ongoing. They anticipate further updates within 2 hours of this update or as info becomes available. Please do not hesitate to reach out to IDVerse Support for any concerns about NZ-facing SMS

3. investigating Nov 19, 2024, 04:55 AM UTC

   As of 15:41 AEDT (17:41 NZDT) Twilio have indicated investigations remain ongoing. They anticipate further updates within 4 hours of this update or as info becomes available. Again, please do not hesitate to reach out to IDVerse Support for any concerns about NZ-facing SMS

4. resolved Nov 19, 2024, 08:33 AM UTC

   As of 18:44PM AEDT (20:44PM NZDT) Twilio have advised they are longer experiencing SMS delivery delays when sending messages to multiple networks in New Zealand. This incident has been marked as resolved.

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Started Nov 13, 2024, 10:00 PM UTC· resolved Nov 14, 2024, 12:53 AM UTC

1. investigating Nov 13, 2024, 11:59 PM UTC

   As of 9:00 AM AEDT 14/11, DVS have advised an unscheduled outage impacting all document types For data checks, you may receive intermittent system error responses until the issue is resolved

2. investigating Nov 14, 2024, 12:04 AM UTC

   DVS are continuing to investigate this issue.

3. investigating Nov 14, 2024, 12:10 AM UTC

   As of 9:00 AM AEDT 14/11, DVS have advised an unscheduled outage impacting all document types Update as of 11:04AM AEDT they are continuing to investigate the issue For data checks, you may receive intermittent system error responses until the issue is resolved

4. resolved Nov 14, 2024, 12:53 AM UTC

   DVS have advised as of 11:27 AM AEDT this outage is now resolved. Please note the resolution notification backdated the End Date and Time to 10:06AM AEDT 14/11

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