Elevated latency for EU instance API
Affected: Issuing APICustomer APIs
Sardine Outage History
Sardine is up right nowSardine had 51 outages in the last 2 years totaling 19h 49m of downtime — averaging 2.1 incidents per month.
There were 51 Sardine outages since May 31, 2025 totaling 19h 49m of downtime. Each is summarised below — incident details, duration, and resolution information.
Degraded API Latency
Timeline · 2 updates
- resolved May 22, 2026, 11:31 PM UTC
From 10:22 UTC to to 11:05 UTC elevated latency could have affected some API requests.
- postmortem May 26, 2026, 10:56 PM UTC
#### Summary Our cache service experienced intermittent latency issues on May 22, 2026. Service has been fully restored. #### What Happened Our cache infrastructure experienced three distinct periods of elevated latency: * 22:23-22:31 UTC * 22:46-22:52 UTC * 23:00-23:05 UTC The system partially recovered between incidents but experienced cascading failures before full restoration at 23:05 UTC #### Why It Happened The incident began with an unusual spike in cache sets and cache deletes that stressed the caching infrastructure. #### What We're Doing About It * Implementing infrastructure improvements to prevent similar incidents resulting from noisy neighbor pattern * Enhancing cache monitoring, alerting and run books * Working with SME’s from our cloud provider to identify and address any contributing factors We apologize for the disruption and appreciate your patience.
Documentation is temporarily not available
Affected: Dashboard
Timeline · 2 updates
- investigating May 20, 2026, 09:48 AM UTC
We are currently investigating the documentation unavailability issue.
- resolved May 20, 2026, 10:07 AM UTC
This has been resolved, documentation is available.
Dashboard instability while loading certain entities might ocurr
Affected: Dashboard
Timeline · 3 updates
Dashboard latency when accessing certain items
Affected: Dashboard
Timeline · 3 updates
- identified May 12, 2026, 04:11 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring May 12, 2026, 07:26 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 12, 2026, 08:40 PM UTC
This incident has been resolved.
Increased latency in PROD US for /v1/customers and /v1/issuing/risks endpoints
Affected: Issuing APICustomer APIs
Timeline · 6 updates
India and Australia dashboard can't be accessed
Timeline · 1 update
- monitoring Apr 22, 2026, 12:14 AM UTC
Apr 22, 00:14 UTC Investigating - We are currently investigating this issue.
Sanctions/PEP/Adverse Media provider outage
Timeline · 1 update
- monitoring Mar 31, 2026, 04:31 PM UTC
Mar 31, 16:31 UTC Resolved - The issue has been resolved by the upstream provider, and operations have now returned to normal for Sanctions, PEP, and Adverse Media services. Mar 31, 15:41 UTC Investigating - We are currently investigating this issue
Upcoming Maintenance – No Expected Impact
Timeline · 1 update
- monitoring Mar 17, 2026, 09:00 PM UTC
Mar 17, 21:00 UTC Completed - The scheduled maintenance has been completed. Mar 17, 20:00 UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar 11, 13:04 UTC Scheduled - Upcoming Maintenance – No Expected Impact We will be performing scheduled database configuration changes during the following window. All services are expected to remain fully operational throughout the maintenance period. In the unlikely event of any disruption, we will post updates here immediately. EU: Mar 17th 20.00 UTC
Issue with logging in the Dashboard
Timeline · 1 update
- monitoring Mar 17, 2026, 11:08 AM UTC
Mar 17, 11:08 UTC Resolved - Issue has been resolved on March 16th 22:20 UTC Mar 16, 16:30 UTC Identified - The issue has been identified and the engineering team is working on a fix. A workaround fix is to clear cache and cookies.
Persistent Tags can't be created in Production US
Timeline · 1 update
- monitoring Mar 12, 2026, 01:14 AM UTC
Mar 12, 01:14 UTC Resolved - This incident has been resolved. Mar 11, 22:01 UTC Identified - Starting Mar 11, 2026 — 20:20:27.906 (UTC) we are facing an issue that doesn't allow the creation of Persistent Tags. Requests will go through fine but tags won't be created. Team identified root cause already and it's working on solving it. Persistent tags are also known as customer tags: https://docs.sardine.ai/guides/integration/developerresources/tags#using-customer-tags-in-the-dashboard This ONLY affects Production US, no other environment.
Elevated API latency
Timeline · 1 update
- monitoring Mar 04, 2026, 10:40 PM UTC
Mar 4, 22:40 UTC Resolved - This incident has been resolved. Mar 4, 22:15 UTC Identified - The issue has been identified and a fix is being implemented. Mar 4, 22:15 UTC Monitoring - A fix has been implemented and we are monitoring the results. Mar 4, 22:09 UTC Investigating - Team is already working on mitigation and resolution
Issue with displaying some sessions on the Dashboard
Timeline · 1 update
- monitoring Mar 02, 2026, 07:13 PM UTC
Mar 2, 19:13 UTC Resolved - This incident has been resolved. Mar 2, 18:29 UTC Update - We are continuing to work on a fix for this issue. Mar 2, 18:25 UTC Identified - The issue has been identified and a fix is being implemented.
SSN KYC enrichment partial outage
Timeline · 1 update
- resolved Feb 24, 2026, 01:13 AM UTC
Some TaxID enrichments might have gotten an error while trying to perform them. You'll see STERR error code in the Risk Reason Codes widget of the session. Incident started 21:20 UTC and ended 00:23 UTC.
AI agents latency expected due to provider issue
Timeline · 1 update
- monitoring Feb 19, 2026, 08:59 PM UTC
Feb 19, 20:59 UTC Resolved - This incident has been resolved. Feb 19, 16:50 UTC Identified - We are currently experiencing increased latency and timeouts due to service instability with our AI model provider (Google Gemini). Our team is monitoring the situation and working to restore normal performance.
Issues when displaying sessions in Dashboard
Timeline · 1 update
- monitoring Feb 19, 2026, 04:57 PM UTC
Feb 19, 16:57 UTC Resolved - This incident has been resolved. Feb 19, 16:24 UTC Monitoring - A fix has been implemented and we are monitoring the results. Feb 19, 14:56 UTC Identified - We are facing an issue that might cause sessions to NOT load in the dashboard. This does NOT affect risk assessment capabilities, it's simply a visual issue and our team is working on fixing it.
Dashboard transaction processing delays
Timeline · 1 update
- monitoring Feb 03, 2026, 04:29 PM UTC
Feb 3, 16:29 UTC Resolved - This incident has been resolved. Feb 3, 12:41 UTC Identified - We have identified a lag in transaction processing for the Sardine dashboard and are actively working on resolution.
Increased latency from Sanctions/PEP/Adverse Media provider
Timeline · 1 update
- monitoring Jan 29, 2026, 08:20 AM UTC
Jan 29, 08:20 UTC Resolved - The issue has been resolved by the upstream provider, and latency has now returned to normal for Sanctions, PEP, and Adverse Media services. Jan 29, 05:49 UTC Update - We have observed a noticeable improvement in latency and are continuing to work closely with the provider to stabilize the service. The team is actively monitoring the situation and will share another update once latency has fully returned to normal levels. Jan 28, 23:28 UTC Update - Latency issues started 15:00 UTC Jan 28th Jan 28, 23:27 UTC Update - We are continuing to investigate this issue. Jan 28, 23:22 UTC Investigating - We've noticed increased latency and even timeouts. Our team is working with the provider on getting more information and fixing the problem.
Business Verification vendor failure
Timeline · 1 update
- monitoring Jan 15, 2026, 07:09 PM UTC
Jan 15, 19:09 UTC Resolved - This incident has been resolved. Jan 15, 17:24 UTC Identified - The issue has been identified and a fix is being implemented. Jan 15, 16:27 UTC Investigating - Some PATCH requests being sent to our business verification endpoint might fail. We are already working with our providers for fixing the issue.
Crypto web not functioning
Timeline · 1 update
- resolved Jan 13, 2026, 11:37 AM UTC
Since January 13 2025 05:30 to January 13 2025 10:30 http://crypto.sardine.ai was innacessible. Backend crypto API was working fine.
Dashboard intermittent timeout issues
Timeline · 1 update
- monitoring Jan 09, 2026, 10:48 PM UTC
Jan 9, 22:48 UTC Resolved - The start was 19:20 UTC and end was 19:45 am UTC. Jan 9, 19:52 UTC Investigating - The Dashboard is having intermittent timeouts. Our team is aware and working on the issue.
Address Verification Service Degradation - 2nd January 2025
Timeline · 1 update
- resolved Jan 02, 2026, 05:00 PM UTC
Dear Customer, We experienced intermittent timeouts with our address verification service between 9:05 AM CST and 10:30 AM CST today. During this window, customers using the /v1/customers API endpoint with address verification enabled may have been impacted. Impact: - Requests may have experienced slightly increased latency - Address verification data may have been temporarily unavailable in API responses - Risk assessments continued to process, but may not have included address-based signals Status: Resolved / Monitoring The timeout issue was limited to the timeframe noted above. We are actively monitoring the service and continuing to work with our provider to ensure ongoing stability. Core risk assessment functionality remained operational throughout the incident. Please reach out at [email protected] if you have any questions or require further clarification.
Dashboard intermittent issues
Timeline · 1 update
- resolved Dec 30, 2025, 09:55 PM UTC
Between 21:14 UTC and 21:36 UTC the US Production Dashboard had intermittent timeouts. Our internal team worked on this issue internally and it's resolved.
US Production Dashboard Inaccessible
Timeline · 1 update
- resolved Dec 25, 2025, 07:38 PM UTC
Between 18:32:38 AM UTC and 18:59:38 AM UTC our US Production dashboard couldn't be accessed (all other were working without any issues).