Sumsub had 32 outages in the last 2 years totaling 1472h 21m of downtime — averaging 1.3 incidents per month.
There were 32 Sumsub outages since December 16, 2024 totaling 1472h 21m of downtime. Each is summarised below — incident details, duration, and resolution information.
Between 08:15 and 08:28 UTC, we experienced a complete service outage. The service has been restored and is now operational. We will provide further updates as more information becomes available.
We are currently monitoring intermittent issues with our AML screening provider, ComplyAdvantage. Customers utilizing the default ComplyAdvantage CSOM service may experience delays or errors with AML Screening, which could temporarily increase overall applicant verification times. The service has experienced brief spikes in errors since 14:52 UTC, followed by temporary recovery. While the system is currently functioning normally, we are actively monitoring the situation closely and will provide updates as needed.
We are continuing to monitor for any further issues.
Errors are occurring sporadically, and overall error counts remain low; most applicant screenings are processing normally. Applicants affected during this window are being automatically re-screened by our system to ensure processing is completed.
The intermittent issue has been fully resolved. Systems have been operating without issue for over 30 minutes. All applicants affected during the brief degradation window were automatically re-screened and processed successfully. All AML screening services are now functioning normally.
Between 07:02 and 07:15 UTC, some users may have encountered a 403 Forbidden error when initializing the SDK, which prevented applicant verification requests from being processed. The root cause of the issue is related to developed feature misconfiguration that caused the feature to be applied more broadly than intended. Our monitoring systems detected the unexpected behavior, and the change was disabled within several minutes We identified the underlying issue and implemented a fix. The issue has been fully resolved. This incident is being reported retrospectively for transparency.
We identified and resolved an issue that caused TM creation requests to return 400 errors when the transaction included an invalid full name. This affected only a limited number of transactions where the full name value was incorrect. Transactions with valid full name data were not impacted. As the affected requests failed validation before transaction creation, no affected transactions were created in our system. Affected transactions need to be recreated by the client. This incident is being reported retrospectively for transparency. UTC time: 8:08 - 9:05
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.
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.
We are currently investigating an issue where our public documentation site is not loading. The issue appears to be related to an external documentation platform outage. There is no impact on Sumsub product functionality or business operations. Our team is monitoring the situation and will provide an update once more information is available.
This incident has been resolved.
We are currently investigating an issue affecting access to some sections of the Admin Panel for users with a specific account role. The impact appears to be limited. Our team is checking the root cause and will provide an update once more information is available.
The issue has been fixed, and access to the affected Admin Panel sections has been restored. The incident was caused by a very specific edge-case bug affecting only a limited role configuration. No broader impact has been identified.
Between 15:00 and 15:13 UTC, we experienced a brief service disruption caused by a Cloudflare DNS timeout. During this period, a small amount of requests failed with 5XX errors. The issue has been resolved, and services are operating normally. We apologize for the inconvenience and appreciate your patience.
We are currently experiencing another DDoS attack affecting parts of our infrastructure and service availability. Our engineering and infrastructure teams are actively applying mitigation measures and closely monitoring platform stability. Some services may experience intermittent disruptions or increased response times during this period. We will continue to provide updates as more information becomes available.
We have identified ongoing DDoS attack activity affecting parts of our infrastructure, which may result in intermittent service disruptions and increased response times for some customers. Our engineering and infrastructure teams are actively working on mitigation measures and continuously monitoring platform stability. We are prioritizing service availability restoration and will continue providing updates as the situation evolves.
The source of the ongoing DDoS attack has been identified, and mitigation measures have been applied to minimize the impact on platform stability and service availability. Our teams continue to closely monitor the infrastructure and traffic patterns. While the situation has stabilized, some intermittent disruptions may still occur during the monitoring period.
Our Team is still implementing anti-DDoS measures and actively monitoring the situation. The bot traffic pattern observed is specifically designed to bypass standard protection layers, including Cloudflare/CloudFront solutions typically used to mitigate such hybrid attacks. Our engineering team has been actively implementing additional in-house mitigation measures to manage and reduce the impact. The situation remains under close monitoring. Our API, SDK, and Sumsub domain continue to operate without major interruptions, with only occasional short-lived disruptions (typically lasting up to 5 minutes) during the rollout of additional protection measures in response to evolving attack patterns. Our teams remain fully engaged in mitigation and stabilization efforts.
The incident has been resolved, and service stability has been fully restored. Mitigation measures have been applied, and our teams have confirmed normal platform operation. We will continue monitoring the infrastructure, and a detailed incident review will follow internally. Thank you for your patience and understanding.
We are currently investigating an issue affecting our Support integration in Slack. The integration had stopped working as expected, and some tickets were being closed automatically without manual action. Our team has restored the normal operations. The affected tickets will be automatically re-opened and taken back into work without any manual actions from your side. We are continuing to investigate the root cause of the issue and apologize for any inconvenience this may have caused.
We will continue to monitor for any further issues to ensure the problem is completely resolved.
We are pleased to confirm the system was operational for the last 12 hours. The root cause has been identified and a permanent fix has been implemented. All affected support tickets were reopened and processed. Our team is available through all the usual channels to assist you. Thank you for your patience throughout this process!
Between 2026-03-26 11:07 UTC and 2026-03-26 12:50 UTC, we experienced a minor issue affecting PDF report generation. During this time, applicant PDF exports may have been incomplete. The issue has now been fully resolved. If your PDF report contains blank sections, missing pages, or looks incomplete, please generate the PDF report again. We apologize for any inconvenience caused. Please, contact our Support Team in case you have any questions!
The incident affecting incoming client messages has been resolved. All systems are now operating normally.
Description: Between 15:00 and 18:08 UTC on February 26, 2026, one database node in our EU production cluster experienced network throttling, resulting in increased query latency. This manifested as general interface sluggishness and intermittent API response delays. Root Cause: A spike in traffic triggered AWS network throttling on the affected database instance, leading to degraded performance. Resolution: Traffic was redirected to another instance, restoring normal operation. Next Steps: We are strengthening network monitoring, reviewing instance sizing, and working with the platform team to implement additional traffic control measures to prevent recurrence.
Between 20.02 (12:00 UTC) and 23.02 (18:00 UTC), during a scheduled aggregation tables migration, a configuration inconsistency caused partial data to not be fully reflected in the production aggregation layer. This affected certain rules relying on aggregate expressions for a limited period. Core monitoring and transaction processing were not impacted, and no data loss occurred. The issue has been resolved and aggregation data fully reconciled. Additional validation and automation controls have been implemented to prevent recurrence. As a precaution, we will automatically rescore all transactions evaluated by aggregate-based rules during the affected period. If you have any questions or require assistance, please contact our Support team.
Mobile SDK users experienced an issue during the Liveness verification step, where the interface could appear unresponsive and remain in a prolonged loading state. The issue has been fully resolved, and the service is currently operating normally. Affected period: 15:22 - 15:45 UTC
Our external service provider for AML verifications experienced technical issues, which caused some verifications to take longer than usual. Affected period: 10:04 - 10:11 UTC The issue has now been resolved, and services are operating normally.
Some of clients reported unusually long loading times when accessing the liveness verification screen. In some cases, the screen took several minutes to appear, impacting the overall user experience during the verification process when using WebSDK. Our Team is currently investigating the matter. The service remains fully operational.
After review, no widespread or systemic issue was identified. A small number of isolated user reports indicated slower-than-usual loading times when accessing the liveness verification screen. The service remained fully available throughout the reported period. Overall system performance was stable, and the behavior appears to have been limited to individual cases rather than a broader service impact. Those reports will be investigated and fixed individually. Please contact Sumsub Support in case you have any questions!
We experienced temporary service issues caused by a Cloudflare incident. https://www.cloudflarestatus.com/incidents/lfrm31y6sw9q Our traffic has been successfully rerouted to CloudFront, and all core services are now operating normally. Please note that our documentation (https://docs.sumsub.com), which is still hosted on Cloudflare, may experience temporary access issues.
We are currently experiencing a front-end issue affecting Transaction Monitoring, Travel Rule, and AML cases. Dashboard users may see an incorrect Full Name. No other fields are affected. AML hits are displaying proper information. Our technical teams ensured that the transactions and checks data on the backend are correct, and all the checks are performed correctly. The issue affects UI only. The root cause has already been identified, and a fix is being developed and will be deployed in the closest time. We'll keep this page updated.
A fix has been implemented, and we're monitoring the results. If you're still experiencing issues, please contact support through a chat widget or [email protected].
We are happy to confirm the issue has been fully resolved. Should you have any additional questions, please, reach out to our Support team!
We are currently experiencing an issue with our support ticketing system. New tickets cannot be submitted, received, or processed at the moment. Our team is actively investigating the issue and working toward a resolution. Further updates will be provided as soon as more details are available. Thanks for your patience and understanding!
We are continuing to investigate this issue.
The issue affecting our support ticketing system has been fully resolved. The disruption was caused by a temporary outage on the side of an external provider, which has now been restored to normal service. All incoming support tickets are being received and processed as expected.
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.
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.
We are currently observing the ongoing Cloudflare Global Network incident (details: https://www.cloudflarestatus.com/incidents/8gmgl950y3h7). Our services remain operational — availability and verifications are not affected. However, there might be issues that are still unidentified. If you experience any issues, please don't hesitate to contact our support team via chat or [email protected].
Cloudflare has resolved the incident. We can confirm that our services remained fully operational and were not affected at any time. If you experience any issues or have any questions, please don't hesitate to contact our support team via chat or [email protected].
Amazon Web Services (AWS) is currently experiencing a widespread service disruption affecting multiple systems across the US-EAST-1 (N. Virginia) region. Several of our external providers rely on AWS infrastructure and are impacted by this incident. As a result, some users on our platform may experience issues with Video Verifications and longer response times from our Support Team. Our team is actively monitoring the situation and implementing measures to reduce the impact. We will share further updates as soon as they become available. Start time: Oct 20, 2025 – 07:27 AM UTC
AWS has reported ongoing recovery across most affected services in the US-EAST-1 (N. Virginia) region. As a result, support response times are gradually returning to normal. However, users still experience issues with Video Verifications, as certain AWS components used by our external provider remain impacted. Our team continues to monitor the situation closely and will provide further updates as recovery progresses.
The technical issues affecting Video Verifications, caused by the earlier AWS outage in the US-EAST-1 (N. Virginia) region, have been mitigated. Our team is now closely monitoring the situation to ensure full stability and prevent any further disruptions. We will provide a final update once the issue is confirmed as fully resolved.
We can confirm that the technical issues with Video Verifications have been fully resolved. All systems are operating normally, and we have observed stable performance following the AWS recovery. Users have experienced issues with Video Verifications between 07:27 and 12:02 UTC. The service is now fully stable and operating as expected.