Onfido incident

High Processing times for Video Facial Similarity Checks

Notice Resolved View vendor source →

Onfido experienced a notice incident on January 20, 2026, lasting —. The incident has been resolved; the full update timeline is below.

Started
Jan 20, 2026, 02:20 PM UTC
Resolved
Jan 14, 2026, 01:30 AM UTC
Duration
—
Detected by Pingoru
Jan 20, 2026, 02:20 PM UTC

Update timeline

  1. resolved Jan 20, 2026, 02:20 PM UTC

    Video facial similarity tasks are taking longer than expected to complete

  2. postmortem Jan 20, 2026, 02:21 PM UTC

    ### 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.