Degradation in SaaS US environment

Update timeline

1. investigating Jul 09, 2026, 10:45 PM UTC

   We have detected a degradation in one of our environments; We are currently investigating.

2. investigating Jul 09, 2026, 10:58 PM UTC

   We are currently investigating a service degradation affecting face processing and document processing. Some transactions may experience errors or delays

3. identified Jul 09, 2026, 11:11 PM UTC

   We have identified an internal component causing elevated response times for facial verification and document processing and have rolled it back. Response times are improving. We are closely monitoring the service to confirm full recovery

4. identified Jul 09, 2026, 11:22 PM UTC

   We have identified the cause of the elevated response times affecting facial verification and document processing. A fix was applied. Overall response times are improving

5. identified Jul 09, 2026, 11:26 PM UTC

   We are continuing to investigate elevated response times and errors affecting facial verification and document processing. After a period of improvement, we are again seeing increased error rates for a subset of transactions. Our engineering team is actively working on additional mitigations

6. identified Jul 09, 2026, 11:37 PM UTC

   Response times and error rates are improving across facial verification and document processing as additional capacity comes online. We are closely monitoring to confirm full recovery

7. monitoring Jul 09, 2026, 11:43 PM UTC

   Facial verification and document processing errors have stopped. Response times have returned to normal. We are continuing to monitor the service closely to confirm the issue is fully resolved before closing this incident

8. resolved Jul 09, 2026, 11:52 PM UTC

   This incident is now resolved. Facial verification and document processing have been fully stable with normal response times for the past several minutes