Jumio had 12 outages in the last 2 years totaling 75h 2m of downtime — averaging 0.5 incidents per month.
There were 12 Jumio outages since October 20, 2025 totaling 75h 2m of downtime. Each is summarised below — incident details, duration, and resolution information.
At approximately 2026-10-01 02:28 PM UTC, we experienced a performance degradation affecting our IDV services across all data centers. Affected customers may have experienced intermittent MISSING_MANDATORY_DATAPOINTS rejections. At 03:06 PM UTC on October 01, 2026, our Engineering team identified an underlying OCR model issue causing extraction failures for ID documents without Machine Readable Zones (MRZ). This issue also resulted in increased processing times for IDV transactions requiring human review, as well as unexpected rejections with the MISSING_MANDATORY_DATAPOINTS error code. The issue has been fully resolved, and all system operations have returned to normal performance. No further impact is expected. We appreciate your patience and understanding throughout this incident. If you have any questions or require further assistance, please contact Jumio Support at https://support.jumio.com.
Since 10:15 UTC, Identity Verification and Authentication services in the SGP data center have been experiencing an outage. Our team is actively investigating to restore service as quickly as possible. All other services remain fully operational. We apologize for any inconvenience and will provide an update once resolved. For assistance, please contact Jumio Support at [email protected] or visit https://support.jumio.com.
We are continuing to investigate this issue.
Identity Verification and Authentication services in the SGP data center were fully restored as of 10:50 UTC. All systems are now operating normally, and our team continues to actively monitor performance to ensure ongoing stability. We sincerely apologize for any disruption or inconvenience this issue may have caused. If you continue to experience issues or have any questions, please contact Jumio Support at [email protected] or visit https://support.jumio.com.
The service disruption affecting Identity Verification and Authentication in the SGP data center has been fully resolved. Impacted Services: Identity Verification & Authentication (WEB and Mobile) Start Time: 10:15 UTC Resolved Time: 10:50 UTC Current Status: Resolved Following a period of active monitoring, all services are confirmed to be operating normally. We sincerely apologize for any inconvenience this issue may have caused. If you continue to experience any issues or have questions, please reach out to Jumio Support at [email protected] or visit https://support.jumio.com.
Incident Notice: Document Verification (DocProof) Processing Delay We are currently experiencing a processing delay across all data centers for Document Verification (DocProof) transactions that involve manual processing. The issue began at 05:35 UTC on July 3, 2026. Current Status: All services remain operational, and our team is actively working to process the accumulated backlog and restore normal processing times. We will provide further update once normal processing times have been fully restored. We sincerely apologize for any inconvenience this may cause and appreciate your patience and understanding.
Processing times have returned to normal, and the backlog has been successfully cleared. All DocProof transactions, including those requiring manual review, are now being processed as expected. We apologize for any inconvenience this incident may have caused and appreciate your patience and understanding while we worked to resolve the issue.
An inadvertent behaviour was identified in an internal Web Client deployment that prevented some users from completing their verification journey during the Selfie/Liveness capture step. The Engineering team identified the root cause and deployed a fix to resolve the issue affecting the liveness acquisition flow. Issue Start Time: June 17, 2026, 3:28 PM UTC Issue Mitigation Time: June 18, 2026, 9:30 AM UTC Current Status: All services are fully operational at this time. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We experienced a processing delay affecting some IDV transactions in all data centers. During the incident window, customers may have seen some delays in receiving callback response for transactions and in result retrieval. Incident Timeline (UTC) EU PROD Started time: 06:16:00 UTC Recovered time: 06:30:00 UTC SGP PROD Started time: 06:38:00 UTC Recovered time: 06:57:00 UTC US PROD Started time: 06:49:20 UTC Recovered time: 07:10:00 UTC All backlogged transactions have been processed. All incoming transactions continue to be processed at normal rates. We apologize for any inconvenience this may have caused. If you have further questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We would like to inform you that we experienced an unexpected service interruption affecting our Rules service execution across our DC regions (US, EU, SGP). The issue has now been resolved, and the service is fully restored. We apologize for the inconvenience this may have caused. Our engineering teams have taken the necessary corrective actions to ensure this issue does not reoccur. We appreciate your patience and understanding during this time. For more details regarding the service disruption, please see below: Affected DC Regions: US, EU, SGP Started: 05:20 UTC We identified that the Rules service triggers were failing to execute across our DC regional environments, which may have impacted the final transaction decisioning process. Resolved: 12:05 UTC The Rules service logic was corrected, and all related service dependencies were successfully restored. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We’re really sorry to be holding you up today! Please know our engineering and operations teams are working hard to get everything up and running. All other services are fully operational. We'll provide an update as soon as the issue is resolved. We apologize for any inconvenience and appreciate your patience. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
We are pleased to inform you that the recent instability has been resolved, and our Identity Verification and Authentication services fully restored. We genuinely apologize for the inconvenience we caused. Our engineering staff has taken great care to make sure that the cause of this issue does not occur again. We appreciate your patience. For details of the service instability, please read below: At 15:40 UTC on 2026-05-09, we discovered unexpected issues. We have isolated the root cause and worked toward a full resolution. As of 19:47 UTC on 2026-05-09, the Identity Verification and Authentication have been restored to proper functionality, and is fully available. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We are currently experiencing a delay in processing on all data centers for Identity Verification transactions. Transactions routed to manual review may have seen minor delays in receiving callback responses and in result retrieval. Please note that All services remain functional at this time, and we will update here when the service is fully restored. We apologize for any disruption this may have caused and appreciate your patience as our team worked to restore full service
We experienced a delay affecting some identity verification transactions between 02:58UTC to 11:19 UTC. During the impacted window, transactions routed to manual review may have seen minor delays in receiving callback responses and in result retrieval. All backlogged transactions have been processed. All incoming transactions continue to be processed at normal rates. We apologize for any inconvenience this may have caused. If you have further questions, please contact Jumio Support at https://support.jumio.com or [email protected].
We are currently experiencing a brief degradation in our US DC data center. During this time, customers may experience delays when calling the Retrieval API endpoint service. Our team is actively investigating the issue and will provide further updates as more information becomes available.
The issue affecting our US data center has been resolved. During the incident, customers may have experienced increased latency and delays when calling the Retrieval API service. Our engineering team identified and addressed the underlying cause, and services have now returned to normal operating levels. We apologize for any inconvenience this may have caused and appreciate your patience.
We are currently experiencing a delay in processing on EU data centers for Identity Verification transactions. For Jumio Enterprise Customers: These transactions were successfully processed but experienced increased latency. For JumioGo Customers: Some transactions may have encountered higher rejection rates. This was due to auto-extraction failures resulting in missing mandatory data points. NOTE: All services remain functional at this time, and we will send you another notification when the service is fully restored. Apologies for the inconvenience.
Between 06:56 UTC and 07:20 UTC, we experienced a processing delay in EU data center affecting Identity Verification transactions. During this period: Customers using Jumio Enterprise may have experienced delayed transaction processing. JumioGo customers may have observed a slightly higher rejection rate due to missing mandatory data points caused by auto-extraction failures. All services are now fully operational, and transaction processing has returned to normal. We appreciate your patience while we worked to resolve this issue.