Jumio incident

Degradation of Identity Verification & DocProof Services due to the OCR model instability

Minor Resolved View vendor source →

Jumio experienced a minor incident on August 14, 2026, lasting —. The incident has been resolved; the full update timeline is below.

Started
Aug 14, 2026, 10:30 PM UTC
Resolved
Aug 14, 2026, 10:30 PM UTC
Duration
—
Detected by Pingoru
Aug 14, 2026, 10:30 PM UTC

Update timeline

  1. resolved Aug 17, 2026, 06:43 AM UTC

    Between 2026-08-14 22:37 UTC and 2026-08-15 18:24 UTC, we experienced a performance degradation affecting our IDV and DocProof services across all data centers. The degradation primarily impacted our EU data center. Impact in the US and SGP data centers was relatively brief, where customers mainly experienced intermittent MISSING_MANDATORY_DATAPOINTS rejections. At 09:30 UTC on 2026-08-15, our engineering team identified an underlying OCR model issue causing failures in extraction for ID documents without Machine Readable Zones (MRZ) and DocProof transactions. This also resulted in increased processing times for IDV and DocProof transactions requiring human review and unexpected rejections with the error code MISSING_MANDATORY_DATAPOINTS for IDV transactions. The issue has been fully resolved after 2026-08-15 18:24 UTC, and all system operations have returned to normal performance. No further impact is expected. We appreciate your patience throughout this incident. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].