DNS Outage
Timeline · 1 update
- resolved Jun 25, 2026, 06:39 PM UTC
A DNS outage occurred that blocked all services from being accessible. The issue was detected internally and resolved. All services are accessible.
k-ID Outage History
k-ID is up right nowk-ID had 13 outages in the last 2 years totaling 101h 40m of downtime, averaging 0.5 incidents per month.
There were 13 k-ID outages since January 27, 2025 totaling 101h 40m of downtime. Each is summarised below. Incident details, duration, and resolution information.
Family Connect and verifications are degraded
Affected: Family Portal
Timeline · 3 updates
- investigating Mar 08, 2026, 02:48 AM UTC
The Family Connect site and age verifications are down for some customers. We are investigating the issue.
- identified Mar 08, 2026, 03:41 AM UTC
We have identified and cordoned the website traffic that was causing issues. Most customers should be healthy.
- resolved Mar 09, 2026, 06:46 AM UTC
This incident has been resolved.
Family Connect and verifications are unavailable
Affected: Family Portal
Timeline · 4 updates
- investigating Mar 07, 2026, 03:23 AM UTC
The Family Connect site and age verifications are current unavailable. We are investigating the issue.
- monitoring Mar 07, 2026, 04:08 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Mar 07, 2026, 04:22 AM UTC
Family Connect and Verifications continue to appear healthy. We continue to monitor the system.
- resolved Mar 07, 2026, 05:49 AM UTC
This incident has been resolved.
Unable to log in to Compliance Studio
Affected: Compliance Studio
Timeline · 4 updates
- investigating Feb 19, 2026, 04:58 PM UTC
The external service we use for logging into Compliance Studio is experiencing an incident. This is affecting the ability to login to compliance studio. If already logged in, everything is working normally.
- identified Feb 19, 2026, 05:31 PM UTC
The issue is from the service we use for managing sessions in Compliance Studio. They've shipped some fixes, so login is working better. Although they're not seeing full recovery yet. We're continuing to monitor.
- monitoring Feb 19, 2026, 06:38 PM UTC
The upstream service has resolved the issue on their end. We're monitoring to make sure they stay stable.
- resolved Feb 19, 2026, 06:53 PM UTC
This incident has been resolved.
Email delivery to Microsoft domains are being blocked
Affected: Family Portal
Timeline · 4 updates
- identified Jan 29, 2026, 03:29 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jan 29, 2026, 03:46 AM UTC
Our email provider is having issues across all their customers. We are monitoring.
- monitoring Jan 29, 2026, 05:10 PM UTC
We are seeing emails via our provider to Microsoft domains are being delivered. We will continue to monitor.
- resolved Jan 29, 2026, 09:37 PM UTC
This incident has been resolved.
Family Portal Outage/Degradation
Affected: Family Portal
Timeline · 6 updates
- investigating Dec 09, 2025, 07:55 AM UTC
We are currently investigating the issue. We are aware this affects verification requests.
- investigating Dec 09, 2025, 09:38 AM UTC
Mitigating the issue for the majority of customers.
- investigating Dec 09, 2025, 09:38 AM UTC
We are continuing to investigate this issue and identifying long term fix.
- identified Dec 09, 2025, 06:11 PM UTC
Long term fix identified and a fix is being implemented. Mitigations are working and system has been stable for all customers.
- monitoring Dec 09, 2025, 09:38 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Dec 10, 2025, 05:45 PM UTC
The incident was resolved at Tuesday Dec 9, 9:30 UTC. We also successfully deployed the long term fix, and the monitoring shows that it is working as expected. Total impact duration was 4.5 hours.
ID Scan Vendor Partial Outage
Affected: Family Portal
Timeline · 3 updates
- investigating Nov 19, 2025, 05:38 AM UTC
We are currently investigating this issue.
- investigating Nov 19, 2025, 08:20 AM UTC
We are continuing to investigate this issue.
- resolved Nov 19, 2025, 08:23 AM UTC
Our vendor has resolved a licensing issue and all systems are operational again.
ID Scan Verification Intermittent Outage
Affected: Family Portal
Timeline · 4 updates
- investigating Nov 04, 2025, 06:41 PM UTC
We are currently investigating this issue.
- investigating Nov 04, 2025, 06:47 PM UTC
We are continuing to investigate this issue.
- monitoring Nov 04, 2025, 06:47 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 04, 2025, 06:55 PM UTC
This incident has been resolved.
Face scan verification not working on some devices
Affected: Family Portal
Timeline · 6 updates
- investigating Sep 22, 2025, 07:59 PM UTC
We are currently investigating the issue.
- investigating Sep 22, 2025, 08:02 PM UTC
We are continuing to investigate this issue.
- identified Sep 22, 2025, 09:10 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 22, 2025, 09:11 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 22, 2025, 10:10 PM UTC
This incident has been resolved.
- 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.
Credit Card verification failure on Trusted Adult Verification API
Affected: Family Portal
Timeline · 4 updates
- investigating Jun 26, 2025, 02:53 PM UTC
We are currently investigating this issue.
- identified Jun 26, 2025, 02:53 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jun 26, 2025, 03:36 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jun 26, 2025, 03:47 PM UTC
This incident has been resolved.
Age verification degraded
Affected: Family Portal
Timeline · 5 updates
- identified Jun 12, 2025, 06:40 PM UTC
Some age verification methods (document scan and personal details) are not working due to an ongoing Cloudflare incident (https://www.cloudflarestatus.com/)
- identified Jun 12, 2025, 07:23 PM UTC
Cloudflare has identified the issue and is working on a recovery.
- monitoring Jun 12, 2025, 07:52 PM UTC
We are continuing to wait for services to recover.
- monitoring Jun 12, 2025, 08:24 PM UTC
We are seeing a recovery in the verification methods and will continue to monitor the status.
- resolved Jun 13, 2025, 12:26 AM UTC
This incident has been resolved.
ID Scan errors
Affected: Family Portal
Timeline · 5 updates
- identified Feb 26, 2025, 08:09 PM UTC
The ID Scan verification method is producing errors. End-users will need to select an alternative verification method.
- identified Feb 26, 2025, 08:10 PM UTC
We have an identified an issue with our ID Scan verification method, which began erroring at 15:14 UTC. Other jurisdiction appropriate verification methods are still operational. We are working with a vendor to resolve the issue.
- monitoring Feb 26, 2025, 08:59 PM UTC
A fix has been implemented and we are monitoring the results. ID verification method is working.
- resolved Feb 26, 2025, 10:53 PM UTC
This incident has been resolved.
- postmortem Mar 04, 2025, 06:16 PM UTC
## Summary Two age verification methods \(ID scan and personal details\) were causing errors for a period of time, and for this time users were required to choose an alternate verification method. The root cause was a misconfiguration within one of our vendors. | **Impact** | **High** | | --- | --- | | Impact duration | 5h 43m | | Time to detect | 3h 46m | | Time to resolve | 1h 57 m | ## Remediations * The vendor has implemented improved blackbox monitoring in order to detect these outages faster. * k-ID has worked with the vendor to establish improved communication during incidents. * k-ID has implemented a mechanism for disabling verification methods that are known to be experiencing issues. * k-ID will implement monitoring and alerting on verification errors in order to improve our own time to detection.
Certificate Expired
Affected: Product APIFamily PortalCompliance Studio
Timeline · 5 updates
- identified Jan 27, 2025, 08:16 PM UTC
The API is degraded due to an expired certificate. Team is replacing the certificate.
- monitoring Jan 27, 2025, 08:28 PM UTC
The expired certificate has been replaced and is being deployed. We expect resolution within the next ten minutes. Also, we identified that the same certificate issue impacts Family Portal and Publisher Portal; the severity of impact has been updated to reflect this.
- monitoring Jan 27, 2025, 08:35 PM UTC
Certificate deployment has completed for all components.
- resolved Jan 27, 2025, 08:38 PM UTC
Traffic flow has returned to normal levels following the replacement of the certificate.
- postmortem Jan 28, 2025, 02:48 AM UTC
Production SSL certificate expired due to an IAM permissions misconfiguration that prevented cert-manager from creating DNS records to verify our domain ownership. * Root cause was a syntax error in the IAM policy that was previously unknown to our product teams. The rule was updated manually with the correct syntax during the incident and has since been rectified in our infrastructure configuration. * We have added an alert for certificates two weeks prior to expiration. This will allow engineers to verify that automated certificate rotations are successful and intervene manually if required before the certificate expires. | **Impact** | **High** | | --- | --- | | Impact duration | 27m | | Time to detect | 2m | | Time to resolve | 25m |