Jumio incident

Service Instability - Increased rejection rate as Fraud - US, EU, SGP DC

Minor Resolved View vendor source →

Jumio experienced a minor incident on May 16, 2024 affecting Identity Verification Processing and Identity Verification Processing and 1 more component, lasting 1h 2m. The incident has been resolved; the full update timeline is below.

Started
May 16, 2024, 05:59 PM UTC
Resolved
May 16, 2024, 07:02 PM UTC
Duration
1h 2m
Detected by Pingoru
May 16, 2024, 05:59 PM UTC

Affected components

Identity Verification ProcessingIdentity Verification ProcessingIdentity Verification Processing

Update timeline

  1. identified May 16, 2024, 05:59 PM UTC

    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. We have identified an instability with our Identity Verification service in the U.S., EU and SGP DCs. We know this is customer impacting so we are working on it urgently. We are currently experiencing an issue with one of our fraud models, resulting in an increase in rejections labeled as "Fraud - Manipulated document." If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].

  2. resolved May 16, 2024, 07:02 PM UTC

    We are pleased to inform you that the recent instability has been resolved, and the affected fraud model of our Identity Verification service is 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. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].