Onfido experienced a minor incident on January 28, 2026 affecting Document Verification, lasting 4h 6m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 28, 2026, 11:16 AM UTC
We are currently investigating this issue.
- monitoring Jan 28, 2026, 11:58 AM UTC
Issue found and fixed. Increased turn around time for manual reports. Estimated time to live manual processing is 4h.
- resolved Jan 28, 2026, 03:22 PM UTC
Incident is fully resolved, manual processing is now working normally. Manual reports will keep having an increased turn around time for a few more hours while it works through the task backlog.
- postmortem Feb 02, 2026, 04:14 PM UTC
### Summary Manual task assignment for all EU customers stopped working between 10h50 UTC and 11:50 UTC. This led to an increase in manual processing Turnaround Time \(TaT\) affecting approximately 20% of our document verification volumes with all customers recovering to TaT SLA by 18h00 UTC. During this period: * All checks that required **manual review** showed an increase in TaT. * **Fully automated reports were not affected** and continued to run as normal. The issue was caused by a **configuration error in our internal task management system**, which prevented it from correctly assigning tasks to our analysts. We fixed the configuration and **restored normal processing** by 28 Jan 2026 11h50 AM UTC, and cleared all manual task backlogs by 18h00 UTC. We have updated our validation and deployment checks to prevent similar issues in the future. ### Root Causes _Manual processing queue assignment was affected by an invalid manual configuration input. This single queue configuration parameter resulted in an error that affected assignments in all queues._ ### Timeline * all times in UTC: _10:50: Configuration manually updated and errors started, no more tasks assigned._ _11:02: On-call is notified of a spike in manual system assignment errors through our monitoring_ _11:07: The error responsible for the spike is identified \(invalid UUID\)_ _11:10: Incident declared_ _11:45: Origin of invalid UUID is found_ _11:50: Bad configuration parameter is deleted_ _11:56: Configuration reintroduced correctly_ _18:00: Recovered from manual task backlog_ ### Remedies * Adding appropriate input configuration value validation * Improve task assignment resilience to these types of errors * Review configuration guidance and post-release monitoring