Jumio incident

2024-02-07 Service Instability - Liveness images URLs not returned in Retrieval API and Callback

Jumio experienced a minor incident on February 7, 2024 affecting Identity Verification Web and Identity Verification Web and 1 more component, lasting 35m. The incident has been resolved; the full update timeline is below.

Started: Feb 07, 2024, 02:10 PM UTC
Resolved: Feb 07, 2024, 02:45 PM UTC
Duration: 35m
Detected by Pingoru: Feb 07, 2024, 02:10 PM UTC

Affected components

Identity Verification WebIdentity Verification WebIdentity Verification SDKIdentity Verification SDKIdentity Verification SDKIdentity Verification Retrieval APIIdentity Verification Retrieval APIIdentity Verification ProcessingIdentity Verification ProcessingIdentity Verification Callback

Update timeline

investigating Feb 07, 2024, 02:10 PM UTC

We have identified an issue with our Identity Verification in all data centers where currently no liveness images are returned in our Retrieval API. Please note that this is not impacting the user journey or liveness decision. Transactions can be completed as usual. We know this is customer impacting so we are working on it urgently. The issue started during this time: 2024-02-07 10:30 AM UTC If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
resolved Feb 07, 2024, 02:45 PM UTC

We are pleased to inform you that the issue has been resolved as of 2024-02-07 02:17 PM UTC. 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].