Onfido had 47 outages in the last 2 years totaling 53h 31m of downtime — averaging 1.9 incidents per month.
There were 47 Onfido outages since February 12, 2025 totaling 53h 31m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are facing issues with one of our providers and we see a slight decrease in clear rate for Identity Reports in UK jurisdiction
A fix has been implemented and we are monitoring the results. All clear rates should be back to normal
All reports are back to normal.
We cannot complete QES tasks because our electronic signature provider is encountering issues.
We are continuing to work on a fix for this issue.
Our provider fixed the issue. QES tasks are completing now. Tasks started during the incident were resumed.
The service is operational, no error where detected after the fix.
We noticed an issue with our QES tasks, we're investigating.
Our provider is experiencing issues. All QES tasks cannot complete for now.
Our provider is fixing the issue. QES tasks still cannot complete.
The issue has been fixed. We're monitoring and resuming blocked QES tasks, if they can be.
QES is operational again.
We identified an issue with one of our provider and some QES tasks may encounter some problems.
Our provider is still experiencing issues. All QES tasks cannot complete for now.
Our provider continues experiencing issues and is working on a fix.
Our provider is slowly recovering, we expect some QES tasks to complete.
QES is operational again.
One of our provider is experiencing issues. QES capture tasks will fail and QES verification tasks will have an increase in TaT.
The provider is working on a fix, QES is still suffering a partial outage.
The provider is still working on a fix.
The provider is still working on a fix. QES verification tasks may start to time out, depending on their configuration, as we passed 90 minutes of downtime.
The provider fixed the issue. We can confirm our QES tasks are now processed correctly. We'll monitor the situation to make sure the error is indeed fixed.
We can confirm the error stopped and services are stable and operational.
Video facial similarity tasks are taking longer than expected to complete
### Summary _An increase of Facial Similarity Video Manual tasks backlog resulted in higher processing times for about 21% of that variant’s traffic._ ### Root Causes _A spike in Biometric Video volumes overwhelmed our BPO resources, lengthening Facial Similarity Video check turnaround times impacting around 20% of variant traffic._ ### Timeline _01:16 GMT: A significant backlog of tasks was reported._ _03:27 GMT: BPO team allocated more analysts to process pending video tasks._ _06:33 GMT: Backlog was cleared._ ### Remedies Not applicable: the increase in TaT resulted exclusively from an unexpected spike in volume that created a backlog for manual analysts. There were no system issues.
The issue has been identified and we are proceeding to the fix. We will provide an update in 15 minutes.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Our QTSP provider is currently experiencing technical issues that are impacting the performance of our Qualified Electronic Signature (QES) and Evidence File services. We are actively monitoring the situation and will provide updates as soon as more information becomes available.
Performance of the Evidence File service has been fully restored. However, the Qualified Electronic Signature (QES) service continues to experience significant degradation due to ongoing issues on the QTSP provider’s side. We are actively monitoring the situation and will share further updates as soon as possible.
The incident was resolved
We accumulated a large backlog of messages to update OpenSearch and we are currently processing it. The backlog should be cleared in the next hours.
This incident has been resolved.
The incident has been resolved. We'll update the incident message with a post-mortem later.
The issue has been identified and a fix is being rolled out. We will provide a further update in 30 minutes.
The issue has been fixed for new checks going forward. We are still working on assessing the impact for the completed checks. We will provide a further update in 30 minutes.
This issue is now resolved: We take a lot of pride in running a robust, reliable service and we're working hard to make sure this does not happen again. A detailed postmortem will follow once we've concluded our investigation.
### Summary A change was deployed with a bug that resulted in ~30% of all Document Video Reports during a 3 hour period to be falsely rejected for Invalid Media Signature. ### Root Causes This incident was caused by a change deployed to our backend systems, that started incorrectly marking reports with unsigned medias as having incorrect signatures. ### Timeline 09:52 GMT: A change is deployed incorrectly marking unsigned medias as having invalid signatures 12:33 GMT: The team that owns the service is alerted of the issue 12:54 GMT: The change in media signatures handling is identified as the root cause 13:07 GMT: The service is rolled back, and the error stops ### Remedies We are refining our monitoring for the relevant service, so that issues similar to this one will be resolved in a more timely manner. We are reviewing our end to end test suite to ensure consistency in media signature verification.
We are experiencing degraded performance with QES and OTP services due to an ongoing issue involving AWS and our OTP provider. Our teams are actively working to resolve the situation and restore optimal functionality as soon as possible.
This incident has been resolved.
The OTP provider is currently impacted by an AWS outage, resulting in errors within QES workflows.
The OTP provider is currently impacted by an AWS outage, resulting in errors within QES workflows.
The OTP provider is currently facing ongoing performance issues, which are significantly impacting QES workflows.
This incident has been resolved.
Due to an outage with our cloud provider we were not able to receive check creation requests or process checks since shortly after 06:48 UTC. The impact was specific to the US region. The same issue impacted StatusPage and delayed publishing this notice. Check processing has since resumed. We are monitoring and assessing the situation.
Services have been operational since 9:26 UTC. We are monitoring the recovery.
Systems are stable. We continue to monitor.
The incident is resolved. The root cause was an issue with AWS in the US region that impacted many AWS services. We will prepare and publish a post mortem in the coming days.