- Detected by Pingoru
- Feb 18, 2025, 01:32 AM UTC
- Resolved
- Feb 18, 2025, 05:17 AM UTC
- Duration
- 3h 45m
Affected: 3rd Party Component Services
Timeline · 5 updates
-
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
-
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.
-
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.
-
monitoring Feb 18, 2025, 04:02 AM UTC
We are continuing to monitor for any further issues.
-
resolved Feb 18, 2025, 05:17 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Jan 12, 2025, 10:25 PM UTC
- Resolved
- Jan 13, 2025, 02:00 AM UTC
- Duration
- 3h 34m
Affected: 3rd Party Component Services
Timeline · 3 updates
-
identified Jan 12, 2025, 10:25 PM UTC
Telstra has identified an issue with handset delivery and the engineers are working on a resolution.
-
monitoring Jan 12, 2025, 11:52 PM UTC
A fix was implemented and now being monitored
-
resolved Jan 13, 2025, 05:29 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Dec 22, 2024, 10:50 PM UTC
- Resolved
- Dec 23, 2024, 12:10 AM UTC
- Duration
- 1h 20m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
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
-
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
Read the full incident report →
- Detected by Pingoru
- Dec 20, 2024, 05:51 AM UTC
- Resolved
- Dec 20, 2024, 02:32 PM UTC
- Duration
- 8h 41m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
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
-
resolved Dec 20, 2024, 02:32 PM UTC
DVS have advised that all document types are available. This outage has been resolved
Read the full incident report →
- Detected by Pingoru
- Dec 12, 2024, 06:09 AM UTC
- Resolved
- Dec 12, 2024, 08:47 AM UTC
- Duration
- 2h 38m
Affected: OCR & DFA Engine APIOCR & DFA Engine APIOCR & DFA Engine API
Timeline · 4 updates
-
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
-
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
-
resolved Dec 12, 2024, 08:47 AM UTC
This incident has been resolved. Postmortem to follow.
-
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.
Read the full incident report →
- Detected by Pingoru
- Dec 05, 2024, 01:52 AM UTC
- Resolved
- Dec 05, 2024, 03:24 AM UTC
- Duration
- 1h 32m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
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.
-
resolved Dec 05, 2024, 03:24 AM UTC
DVS has advised as of 5 December 2024 — 2:20PM AEDT that this has been resolved.
Read the full incident report →
- Detected by Pingoru
- Dec 04, 2024, 11:46 PM UTC
- Resolved
- Dec 05, 2024, 01:29 AM UTC
- Duration
- 1h 42m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
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
-
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
Read the full incident report →
Critical November 19, 2024 - Detected by Pingoru
- Nov 19, 2024, 02:30 AM UTC
- Resolved
- Nov 19, 2024, 08:33 AM UTC
- Duration
- 6h 3m
Affected: 3rd Party Component Services
Timeline · 4 updates
-
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
-
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
-
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
-
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.
Read the full incident report →
- Detected by Pingoru
- Nov 13, 2024, 10:00 PM UTC
- Resolved
- Nov 14, 2024, 12:53 AM UTC
- Duration
- 2h 52m
Affected: 3rd Party Component Services
Timeline · 4 updates
-
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
-
investigating Nov 14, 2024, 12:04 AM UTC
DVS are continuing to investigate this issue.
-
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
-
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
Read the full incident report →
- Detected by Pingoru
- Sep 25, 2024, 10:15 PM UTC
- Resolved
- Sep 25, 2024, 10:15 PM UTC
- Duration
- —
Timeline · 1 update
Read the full incident report →
- Detected by Pingoru
- Sep 22, 2024, 10:54 PM UTC
- Resolved
- Sep 22, 2024, 11:48 PM UTC
- Duration
- 54m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
identified Sep 22, 2024, 10:54 PM UTC
Our SMS vendor Burst is monitoring an ongoing degraded service, resulting in intermittent HTTP 501, 502 or 503 errors during high traffic times. This will impact SMS sends via the product portal and API. The vendor is presently investigating the issue and is providing updates as they are available. We will continue to monitor and add updates on the situation. Please reach out to IDVerse Support for any questions or concerns.
-
resolved Sep 22, 2024, 11:48 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Aug 30, 2024, 03:39 AM UTC
- Resolved
- Aug 30, 2024, 11:30 AM UTC
- Duration
- 7h 50m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
investigating Aug 30, 2024, 03:39 AM UTC
BurstSMS are currently working with the supplier to investigate the issues. Outbound SMS and call forwarding is unaffected.
-
resolved Aug 31, 2024, 07:04 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Aug 20, 2024, 10:30 PM UTC
- Resolved
- Aug 21, 2024, 12:20 AM UTC
- Duration
- 1h 50m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
investigating Aug 21, 2024, 12:55 AM UTC
DVS is investigating possible intermittent issues impacting the DVS Production across all documents. If you are experiencing issues, please contact [email protected] with the impacted VRNs, timestamp and OAC.
-
resolved Aug 21, 2024, 01:08 AM UTC
This issue is resolved.
Read the full incident report →
- Detected by Pingoru
- Aug 15, 2024, 11:33 PM UTC
- Resolved
- Aug 16, 2024, 03:09 AM UTC
- Duration
- 3h 36m
Affected: 3rd Party Component Services
Timeline · 5 updates
-
investigating Aug 15, 2024, 11:33 PM UTC
GeoLocation is no longer displaying on transactions relying on the IPQS location service, this impacts IDKit and IDKit Enterprise version 4.8+. We have reached out to the 3rd party provider for investigation. This does not impact transaction analysis unless Geo-Flagging is enabled on your site. To learn more about GeoFlagging: https://ocrlabs.atlassian.net/servicedesk/customer/portal/1/article/1870462988 We will provide updates once made available.
-
identified Aug 16, 2024, 12:06 AM UTC
The issue has been identified and waiting for further updates.
-
identified Aug 16, 2024, 02:30 AM UTC
This issue is being worked on by the 3rd party provider. Will provide further updates once made available.
-
monitoring Aug 16, 2024, 02:56 AM UTC
A fix has been implemented and we are monitoring the results.
-
resolved Aug 16, 2024, 03:09 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Aug 13, 2024, 12:28 AM UTC
- Resolved
- Aug 13, 2024, 02:58 AM UTC
- Duration
- 2h 30m
Affected: OCR & DFA Engine APIOCR & DFA Engine APIOCR & DFA Engine APILiveness Engine APILiveness Engine APILiveness Engine APIFace Match Engine APIFace Match Engine APIFace Match Engine API
Timeline · 3 updates
-
identified Aug 13, 2024, 12:28 AM UTC
As an unforeseen consequence of routine IDKit infrastructure maintenance between 9:00 PM on August 13th and 1:50 AM AEST on August 14th, we have been made aware of a potential DNS issue for IDKit customers using our API endpoints specifically behind AWS infrastructure. Such customers may be experiencing issues or inability to progress past certain flow stages, especially at the detail check stage with address input and validation. IDVerse technical support and infrastructure teams have investigated and verified that whilst DNS changes have been propagated globally and the product flow stages are currently accessible without error, IDKit clients impacted are instructed to flush their server DNS cache to ensure they are not caching outdated data. IDVerse is presently following up with AWS directly to better understand the nature of this issue Please do not hesitate to contact our support teams for any further questions or concerns
-
monitoring Aug 13, 2024, 12:46 AM UTC
Our Infrastructure teams have provided further analysis, noting that we have fully identified that lingering DNS caching inside AWS is the definitive cause of DNS resolution errors for customers trying to call the API from inside the AWS network. The issue is resolving as the cache expires inside AWS. From testing, launching new resources (i.e. replacing the EC2 box) should resolve the issue. The correct NS records for api.au.idkit.com should be as follows: ns-1512.awsdns-61.org. ns-2025.awsdns-61.co.uk. ns-209.awsdns-26.com. ns-857.awsdns-43.net.
-
resolved Aug 13, 2024, 03:28 AM UTC
AWS Support have advised IDVerse Infrastructure and Operations teams that they have now flushed the DNS cache of their internal resolvers. Success rates for connections have now dramatically increased. Combined with prior advice, this issue is now considered resolved. Please reach out to IDVerse Support for any further questions or concerns.
Read the full incident report →
- Detected by Pingoru
- Jul 23, 2024, 03:20 AM UTC
- Resolved
- Jul 23, 2024, 04:19 AM UTC
- Duration
- 59m
Affected: 3rd Party Component Services
Timeline · 7 updates
-
investigating Jul 23, 2024, 03:20 AM UTC
Our SMS vendor Burst has advised of an ongoing outage impacting outbound SMS sends to Australian numbers This will impact SMS sends via the product portal and API The vendor is presently investigating the issue and is providing updates as they are able. We will provide regular updates on the situation as we are able. Please reach out to IDVerse Support for any questions or concerns
-
identified Jul 23, 2024, 03:35 AM UTC
The issue has been identified and a fix is being implemented. Resolution expected 2pm AEST.
-
identified Jul 23, 2024, 03:35 AM UTC
As of 13:14 AEST Burst have identified the issue and a fix is currently being implemented IDVerse have been in direct communication with the vendor and an ETA of 2PM AEST today (23/07) for resolution has been communicated. SMS that have been attempted to be sent should be queued with Burst and resent once systems are back operational.
-
monitoring Jul 23, 2024, 04:03 AM UTC
Burst has indicated that a fix has been implemented and are monitoring results as of 13:50 AEST. IDVerse have tested for confirmation and the system appears to have been returned to operational status, however are awaiting final confirmation from the vendor. It is expected that SMS messages attempted and failed during the outage were queued. Processing these messages may take some time due to the large number in the queue Please do not hesitate to contact IDVerse support for any further assistance required
-
monitoring Jul 23, 2024, 04:18 AM UTC
Burst have indicated this issue has now been resolved and are back to full functionality. Please do not hesitate to contact IDVerse support for any further assistance required
-
resolved Jul 23, 2024, 06:23 AM UTC
This incident has been resolved.
-
postmortem Jul 26, 2024, 03:16 AM UTC
Burst indicated the root cause was higher than normal system load which impacted services We have also updated the outage title to include NZ based on edits to the affected regions by the vendor per [https://status.transmitsms.com/incidents/9899dd4xc7nx](https://status.transmitsms.com/incidents/9899dd4xc7nx)
Read the full incident report →
- Detected by Pingoru
- Jul 22, 2024, 05:10 AM UTC
- Resolved
- Jul 22, 2024, 06:45 AM UTC
- Duration
- 1h 35m
Affected: 3rd Party Component Services
Timeline · 2 updates
-
investigating Jul 22, 2024, 05:10 AM UTC
We have been made aware of a potential outage with our address lookup provider, Experian. This is the address lookup provider for all pre-v4.5 client instances for Enterprise customers and the primary address lookup provider for IDKit instances. During this time, no lookup/sanitisation is available for addresses which may lead to unformatted and unvalidated address entries for transactions. We are working with Experian who have confirmed they are presently investigating and will provide us with updates as more information becomes available. Please reach out to IDVerse Support for any further questions/concerns
-
resolved Jul 22, 2024, 06:45 AM UTC
The Experian service has returned to normal operation Enterprise and IDKit customers should no longer be impacted by this outage Please reach out to IDVerse Support for any further questions/concerns
Read the full incident report →
