Sardine experienced a minor incident on December 11, 2025 affecting External Provider, lasting 3h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 11, 2025, 05:45 PM UTC
Under certain circumstances our /v1/businesses endpoint could return an error an the following message: "This feature is not available for this account. Please contact [email] to enable this feature" We are working along the vendor to get it sorted out.
- identified Dec 11, 2025, 06:30 PM UTC
Issue is on Sardine side and team is already deploying a fix
- monitoring Dec 11, 2025, 08:47 PM UTC
A fix is being released gradually and we are monitoring the situation
- resolved Dec 11, 2025, 09:25 PM UTC
This incident has been resolved.
- postmortem Dec 12, 2025, 07:46 PM UTC
**Summary:** On December 11, between **15:06 UTC and 21:00 UTC**, we experienced an issue preventing some customers from performing US KYB enrichments via the Businesses API. **What Happened?** A software deployment process update introduced a configuration error that incorrectly identified authorized accounts as not having access to the KYB feature. This resulted in an error message stating the feature was unavailable for clients when it was indeed available and operational **Why Did it Happen?** An update to our entitlement verification logic inadvertently excluded a subset of account configurations. In an effort to reduce new deployment complexity, we were consolidating configurations **What Are We Doing About This?** We have deployed a fix and services are fully restored. To prevent recurrence, we are adding strict regression tests for entitlement logic to our deployment pipeline and additional monitoring and alerts to ensure our on-call engineers are immediately notified of any similar issues in the future. We know that pausing business verification disrupts your operations. We sincerely apologize for the interruption and are committed to improving the quality of our releases to ensure that, as we rearchitect for scale, we remain backward compatible for current configurations and entitlements.