Sumsub incident

Transaction Monitoring, Payment Method Check Advanced issues

Notice Resolved View vendor source →

Sumsub experienced a notice incident on November 19, 2025, lasting 2h 44m. The incident has been resolved; the full update timeline is below.

Started
Nov 19, 2025, 03:29 PM UTC
Resolved
Nov 19, 2025, 06:13 PM UTC
Duration
2h 44m
Detected by Pingoru
Nov 19, 2025, 03:29 PM UTC

Update timeline

  1. investigating Nov 19, 2025, 03:29 PM UTC

    We are currently experiencing an issue affecting Transaction Monitoring and Payment Method Check Advanced (Crypto). Customers may see errors or experience slow verification time running Transaction Monitoring and/or Payment Method Check Advanced (Crypto) using Chainalysis and Crystal providers. Our technical teams are investigating the root cause and will provide an update as soon as possible.

  2. resolved Nov 19, 2025, 06:13 PM UTC

    Root Cause: The issue was caused by significantly increased response times from the external provider API The system continued waiting for risk-scoring responses until reaching the maximum timeout, which led to slow queue processing and delays for handling of part of transactions. Next Steps: We will enhance our queue-management logic to better handle scenarios where third-party providers are involved in the scoring process.