Onfido experienced a major incident on November 14, 2025 affecting Document Verification and Document Verification and 1 more component, lasting 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Nov 14, 2025, 01:22 PM UTC
The issue has been identified and a fix is being rolled out. We will provide a further update in 30 minutes.
- monitoring Nov 14, 2025, 01:48 PM UTC
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.
- resolved Nov 14, 2025, 02:10 PM UTC
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.
- postmortem Nov 18, 2025, 04:26 PM UTC
### 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.