k-ID incident

Face scan verification not working on some devices

Major Resolved View vendor source →

k-ID experienced a major incident on September 22, 2025 affecting Family Portal, lasting 3h 53m. The incident has been resolved; the full update timeline is below.

Started
Sep 22, 2025, 06:41 PM UTC
Resolved
Sep 22, 2025, 10:35 PM UTC
Duration
3h 53m
Detected by Pingoru
Sep 22, 2025, 06:41 PM UTC

Affected components

Family Portal

Update timeline

  1. investigating Sep 22, 2025, 07:59 PM UTC

    We are currently investigating the issue.

  2. investigating Sep 22, 2025, 08:02 PM UTC

    We are continuing to investigate this issue.

  3. identified Sep 22, 2025, 09:10 PM UTC

    The issue has been identified and a fix is being implemented.

  4. monitoring Sep 22, 2025, 09:11 PM UTC

    A fix has been implemented and we are monitoring the results.

  5. resolved Sep 22, 2025, 10:10 PM UTC

    This incident has been resolved.

  6. postmortem Sep 22, 2025, 10:23 PM UTC

    A 3rd-party vendor deployed a change to their staging environment for testing, which unexpectedly also affected their production environment and caused errors. * This resulted in users not being able to complete face scan verification during the incident. * Once identified, the change was reverted, resolving the issue.