Jumio incident
2023-09-06 : Authentication and Identity Verification service instability on US DC
Jumio experienced a major incident on September 6, 2023 affecting Identity Verification Processing, lasting 7h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 06, 2023, 10:00 AM 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. We are aware that the Liveness Capability is currently resulting in a "Unable to see your face properly" label for all transactions involving Identity verification. We know this is customer-impacting so we are working on it urgently. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
- investigating Sep 06, 2023, 10:00 AM UTC
We are continuing to investigate this issue.
- identified Sep 06, 2023, 11:25 AM UTC
Our engineering team has put in place a temporary solution to ensure that end users can successfully complete the identity verification process. Unfortunately, the authentication transactions are still experiencing disruptions. We are actively dedicating our efforts to resolve this issue and will provide you with regular updates on our progress.
- identified Sep 06, 2023, 02:10 PM UTC
Our authentication service continues to experience disruption and is being actively investigated. We are thoroughly reviewing all available options to find a solution and restore normal service.
- monitoring Sep 06, 2023, 04:21 PM UTC
Liveness service has been restored for Identity Verification Processing. Authentication service is back up and running with minimal impact. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].
- resolved Sep 06, 2023, 05:22 PM UTC
We are pleased to inform you that the incident has been resolved. We apologize for the inconvenience this may have caused. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].