Elevated latency on multiple APIs in PROD-EU
Affected: Device APIsCustomer APIsBusiness APIFeedback API
Sardine Outage History
Sardine is up right nowSardine had 50 outages in the last 2 years totaling 41h 47m of downtime — averaging 2.1 incidents per month.
There were 50 Sardine outages since July 24, 2025 totaling 41h 47m of downtime. Each is summarised below — incident details, duration, and resolution information.
Prod Australia instance performance degradation (v1/customers API and v1/issuing/risks API)
Affected: Issuing APICustomer APIs
Timeline · 4 updates
Connection Graph Pipeline Delay – Prod EU
Affected: Dashboard
Timeline · 2 updates
- identified Sep 17, 2026, 08:12 AM UTC
Severity: Minor Status: Identified / Investigating Affected Component: Connection Graph (Production - EU) Impact: Users may be unable to view Connection Graph data for the past three days. Graphs generated during this window are not currently visible. No other functionality is affected. Description: We have identified a delay in the Connection Graph pipeline in our EU production environment, which began approximately three days ago. As a result, graph data from this period is not currently reflected. We are actively investigating the root cause and working on a resolution. We will post updates here as more information becomes available.
- resolved Sep 17, 2026, 11:25 AM UTC
This incident has been resolved.
Sandbox EU degradation
Affected: Customer APIsDashboard
Timeline · 3 updates
- investigating Sep 16, 2026, 12:08 PM UTC
The Sandbox EU environment is experiencing degraded performance. We are working on resolution.
- investigating Sep 16, 2026, 12:08 PM UTC
We are continuing to investigate this issue.
- resolved Sep 16, 2026, 03:19 PM UTC
This incident has been resolved.
Advanced Aggregations — Degraded Performance
Affected: Customer APIs
Timeline · 7 updates
Customer Intelligence tab in US Production Dashboard not showing sessions/transactions
Affected: Dashboard
Timeline · 5 updates
- investigating Jul 24, 2026, 12:42 AM UTC
We are currently investigating this issue.
- identified Jul 24, 2026, 12:58 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jul 24, 2026, 01:19 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Jul 24, 2026, 01:41 AM UTC
New sessions are being shown OK, a few older ones might still be missing, they'll be shown shortly.
- resolved Jul 24, 2026, 02:07 AM UTC
This incident has been resolved.
Degraded Performance for EU Dashboard
Affected: Dashboard
Timeline · 7 updates
- investigating Jul 16, 2026, 12:40 PM UTC
We are currently experiencing degraded performance in retrieving the latest customer sessions in the Customer Intelligence page. Root cause has been determined. We are working on resolution.
- identified Jul 16, 2026, 12:40 PM UTC
The issue has been identified and a fix is being implemented.
- identified Jul 16, 2026, 12:41 PM UTC
We are continuing to work on a fix for this issue.
- identified Jul 16, 2026, 12:41 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Jul 16, 2026, 01:13 PM UTC
A fix has been implemented and results are being displayed in the Customer Intelligence page. We are monitoring the process until full service is restored.
- monitoring Jul 16, 2026, 01:13 PM UTC
We are continuing to monitor for any further issues.
- resolved Jul 16, 2026, 02:25 PM UTC
The issue has been resolved.
Performance degradation on APIs
Affected: Customer APIs
Timeline · 3 updates
Increased latency in PROD US instance API
Affected: Customer APIs
Timeline · 3 updates
Elevated latency for EU instance API
Affected: Issuing APICustomer APIs
Timeline · 3 updates
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.