Jumio incident

2025-01-15 - Delay in Processing Identity Verification Transactions

Minor Resolved View vendor source →

Jumio experienced a minor incident on January 15, 2025 affecting Identity Verification Processing and Identity Verification Processing and 1 more component, lasting 3h 41m. The incident has been resolved; the full update timeline is below.

Started
Jan 15, 2025, 04:01 AM UTC
Resolved
Jan 15, 2025, 07:43 AM UTC
Duration
3h 41m
Detected by Pingoru
Jan 15, 2025, 04:01 AM UTC

Affected components

Identity Verification ProcessingIdentity Verification ProcessingIdentity Verification Processing

Update timeline

  1. investigating Jan 15, 2025, 04:01 AM UTC

    We are currently experiencing a delay in processing on EU data centers for Identity Verification transactions. At 2:25 UTC on 2025-01-15, we discovered an instability in our EU DC which leads -Increased processing delay for transactions on all data centers -Increased error rate and potential degradation in quality If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected]. Please know our engineering and operations teams are working hard to get everything up and running. 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.

  2. investigating Jan 15, 2025, 04:02 AM UTC

    We are continuing to investigate this issue.

  3. monitoring Jan 15, 2025, 04:25 AM UTC

    Our first priority is to restore your services to full capacity and ensure that your end users have a better identity verification experience. We apologize for the disruption and the inconvenience we are causing. We have identified the root cause of the problem and have taken steps to resolve the issue and taking measures to prevent a recurrence. All new incoming transactions are being processed at a normal rate, but we are still working through the remaining backlog which might still have some delay and will provide more information as it becomes available. At 2:25 UTC on 2025-01-15, we discovered an instability in our EU DC which leads -Increased processing delay for transactions on all data centers -Increased error rate and potential degradation in quality At 3:32 UTC on 2025-01-15, solution has been implemented and we are monitoring the status If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].

  4. resolved Jan 15, 2025, 07:43 AM 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.