Sumsub experienced a critical incident on May 28, 2026 affecting Support Systems, lasting 1h 27m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 28, 2026, 05:39 PM UTC
Our Support systems are currently experiencing outage caused by a failure at our infrastructure provider. As a result, all messaging channels and ticketing workflows are unavailable. Impact: Slack integration — non-functional. Messages from Slack are not reaching us. Telegram integration — non-functional. Messages from Telegram are not reaching us. Ticket creation — blocked. New tickets cannot be created via any channel. Existing ticket replies — not visible to the support team. Customer replies on open tickets are not appearing in our systems The issue is on the provider's side and is outside our control. Although no ETA available at this time, we are actively investigating with our provider to return service back to operational state.
- resolved May 28, 2026, 07:06 PM UTC
The infrastructure provider confirmed an incident and currently investigating the root cause. Ticketing functionality is restored, all previous messages can be resubmitted and processed by the support team.