Sumsub experienced a major incident on July 1, 2025 affecting WebSDK, lasting 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 01, 2025, 08:31 AM UTC
We are currently receiving numerous reports of issues concerning the WebSDK. Specifically, in some instances, the screen wouldn't complete loading the interface. Our team is currently investigating the issue and is working on mitigating the problem. We apologize for any inconvenience this may cause and appreciate your patience. Updates will be provided as soon as more information is available. Thank you for your understanding.
- monitoring Jul 01, 2025, 08:34 AM UTC
Our team has successfully mitigated the issue, and now the WebSDK should be fully operational. We are continuing to monitor the situation for any further changes.
- resolved Jul 01, 2025, 09:30 AM UTC
After an hour of thorough monitoring, we can confidently confirm that the issue has been fully resolved. The WebSDK is fully operational, and no further reports of the problem have been received. If you experience any other issues or have questions, please don’t hesitate to reach out to Sumsub Support!
- postmortem Jul 17, 2025, 02:34 PM UTC
**Incident Timings** * **Start time:** 1 Jul 08:03 UTC * **End time:** 1 Jul 08:31 UTC **Incident Summary** Following a refactoring effort in the WebSdk module, a deployment was made that introduced an issue, which went unnoticed through our standard QA procedures. This led to some percentage of WebSDK verifications stalling at the loading screen. **Root Cause** The incident was the result of several QA process gaps: * The update included internal changes that were not modifying business logic, but altered how downstream components initialized during runtime. * These changes didn’t trigger failures in unit tests or existing QA scenarios. * Additional post-deployment monitoring performed by the developer was not long enough, so the issue remained undetected until surfaced externally. **Action Plan** * Enhance testing coverage and review of e2e tests configuration * Improve post-deployment monitoring **Conclusion** The proposed changes aim to ensure that even seemingly low-risk changes are handled with the same rigor as any of our usual production releases. Thank you for your understanding and continued trust in our team and product. If you have any questions or concerns, please don’t hesitate to contact us our Support team.