Sumsub Outage History

Started Oct 20, 2025, 10:31 AM UTC· resolved Oct 20, 2025, 02:35 PM UTC

1. identified Oct 20, 2025, 10:31 AM UTC

   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

2. identified Oct 20, 2025, 11:24 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.

3. monitoring Oct 20, 2025, 12:26 PM UTC

   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.

4. resolved Oct 20, 2025, 02:35 PM UTC

   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.

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Started Aug 19, 2025, 04:00 PM UTC· resolved Aug 19, 2025, 04:33 PM UTC

1. resolved Aug 20, 2025, 10:06 AM UTC

   A technical issue with our video codec checks caused some limited number of applicants undergoing the liveness check between 16:10 UTC and 16:36 UTC to be incorrectly rejected with "Fraudulent liveness" (FRAUDULENT_LIVENESS) rejection reason after several faulty re-tries. Other types of checks were not affected. Please, see the post-mortem for detailed description.

2. postmortem Aug 20, 2025, 10:06 AM UTC

   ### **Incident Timings** **19 Aug 2025:** 16:10 UTC – 16:36 UTC ### **Incident Summary** On 19 Aug, between 16:10 and 16:36 UTC, a technical issue with our video codec checks caused some limited number of applicants undergoing the liveness check to be incorrectly rejected with "Fraudulent liveness" \(FRAUDULENT\_LIVENESS\) rejection reason after several faulty re-tries.Other types of checks were not affected. As a mitigation effort, our Team has identified all the affected applicants and changed the rejection to BAD\_SELFIE, where possible. We have also marked all of such applicants with a special note, containing the following text: > _The applicant’s liveness check was mistakenly rejected because of an internal error._ > > _Our system incorrectly flagged it as a deepfake and rejected it automatically._ > > _This issue took place from 16:10 to 16:33 UTC on 19 August 2025._ > > _If you need further assistance, please reach out to the support team._ > > _We apologize for the inconvenience._ ‌ We did not automatically update applicants to avoid unintended disruptions in your integrations and data flows. This way, you remain in full control of how affected records are handled. ### **Root Cause** The issue was caused by a technical problem with our Liveness AI service, leading the video codec detector to wrongly flag part of the video frames as suspicious and trigger automatic rejections. ### **Action Plan** Our engineering team will review the affected service in detail and work on making it more robust to prevent similar issues in the future. ### **Conclusion** If you encounter an applicant with a note, you can choose to reset their profile manually \([Dashboard](https://docs.sumsub.com/docs/reset-applicant-profile), [API](https://docs.sumsub.com/reference/reset-applicant)\) or contact our support team for help should you need any additional assistance.

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Started Aug 04, 2025, 10:57 AM UTC· resolved Aug 04, 2025, 12:28 PM UTC

1. investigating Aug 04, 2025, 10:57 AM UTC

   We are aware of ongoing API timeouts and general platform instability, as reported by several users. Our team is actively investigating the issue and implementing measures to restore full stability. We are sorry for the inconvenience and will keep you posted.

2. identified Aug 04, 2025, 11:14 AM UTC

   Our team has confirmed that the incident is related to an ongoing issue with Cloudflare: https://www.cloudflarestatus.com/incidents/ffwzxb94kxk9 As our infrastructure relies on Cloudflare services to operate, this may be impacting API performance and overall platform stability. We are closely monitoring the situation and will provide updates as they become available.

3. monitoring Aug 04, 2025, 11:34 AM UTC

   Our Services have now returned to a fully operational state. Our team continues to be on standby in order to monitor the situation closely and prevent any further disruptions.

4. resolved Aug 04, 2025, 12:28 PM UTC

   Following Cloudflare’s confirmation that the incident has been resolved, our team has observed no further issues and can confirm that services are stable. We remain at your disposal for any additional questions, which you can address to our Support team. More details about the incident can be found at Cloudflare's status page: https://www.cloudflarestatus.com/incidents/ffwzxb94kxk9

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Started Aug 01, 2025, 03:25 PM UTC· resolved Aug 01, 2025, 05:02 PM UTC

1. investigating Aug 01, 2025, 03:25 PM UTC

   We are currently experiencing a Distributed Denial of Service (DDoS) attack which is impacting the stability of our API and platform. Some users may encounter slower verifications or temporary unavailability of service. Possible API timeouts can happen as well. Our engineering team is actively working to mitigate the issue and restore full service. Protective measures are being deployed, and we’ll continue to provide updates as we make progress. Thank you for your patience and understanding.

2. monitoring Aug 01, 2025, 04:07 PM UTC

   The attack has been successfully mitigated, and the platform is now stable. All systems are operating normally. We’re continuing to monitor closely for the next hour to ensure there's no consequence left.

3. resolved Aug 01, 2025, 05:02 PM UTC

   Our Engineering Team has confirmed the incident is fully resolved, no issues have been found during the monitoring phase. A postmortem will be published later. Please contact our Support should you have any questions or issues related to this incident. Thank you!

4. postmortem Aug 04, 2025, 01:32 PM UTC

   **Incident Timings** * **01 Aug 2025:** 14:55 UTC – 15:05 UTC * **02–03 Aug 2025:** Several periods between 21:05 UTC **\(Aug 2\)** and 02:05 UTC **\(Aug 3\)** **Incident Summary** During the specified timeframes, the Sumsub platform was targeted by several waves of Distributed Denial of Service \(DDoS\) attacks. In response, we promptly activated and escalated multiple mitigation strategies to maintain platform stability and ensure continuity of service. As part of these countermeasures, the following actions were taken: * Blocking malicious requests at the edge using Cloudflare. * Temporarily blocking traffic from specific Autonomous System Numbers \(ASNs\) across the entire [sumsub.com](http://sumsub.com) domain, impacting services such as the API, Cockpit, and website. These network-level restrictions were applied dynamically, based on the origin and behavior of the incoming traffic at any given moment. Unfortunately, this may have caused temporary disruptions for legitimate users in certain regions, including **Vietnam** and **Lithuania** \(particularly on Sunday\). While these measures may have impacted service availability for some users, they were essential to prevent a complete global service outage. **Root Cause** The root cause of the disruptions was a high-volume DDoS attack targeting multiple service endpoints, combined with regionally distributed attack vectors that required aggressive filtering based on ASN and geolocation. **Action Plan** * We will enhance our Cloudflare protection settings to better absorb and filter future attack patterns. * Based on the attack patterns observed, we plan to develop more tailored manual security responses to improve our agility during active incidents. * As a result of the attacks, we have identified certain infrastructure bottlenecks and will strengthen system resilience under high load. **Conclusion** Despite the scale and persistence of the DDoS attacks, our team responded swiftly and effectively. The impact on our users was minimal — with individual periods of instability never exceeding 15 minutes at a time. These events serve as a valuable opportunity to further improve our defenses and make our platform even more resilient. We’re using this experience to strengthen our infrastructure and response strategies, ensuring we continue to provide the highest level of reliability. Thank you for your continued trust and support. If you have any questions, please don’t hesitate to reach out to our Support team.

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Started Jul 01, 2025, 08:31 AM UTC· resolved Jul 01, 2025, 09:30 AM UTC

1. 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.

2. 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.

3. 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!

4. 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.

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Started Mar 13, 2025, 05:22 PM UTC· resolved Mar 13, 2025, 05:31 PM UTC

1. investigating Mar 13, 2025, 05:22 PM UTC

   Some of our clients have reported visual issues with our Dashboard (cockpit.sumsub.com). Dashboard page might look incompletely loaded, containing artifacts and glitches. Issue affects only visual dashboard appearance. There's no impact on verification process or service otherwise. Our technical teams are investigating the problem and will provide an update as soon as possible. We apologize for the inconvenience!

2. resolved Mar 13, 2025, 05:31 PM UTC

   We are happy to confirm the Dashboard appearance is back to normal. Should you still experience any issues with the Dashboard visual representation or have any additional questions, do not hesitate to contact Sumsub Support!

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Started Feb 24, 2025, 10:32 AM UTC· resolved Feb 24, 2025, 05:34 PM UTC

1. investigating Feb 24, 2025, 10:32 AM UTC

   We are currently experiencing temporary SMS delivery issues affecting some users. Our team is actively investigating the issue and working with SMS service providers to resolve the issue as quickly as possible. 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.

2. monitoring Feb 24, 2025, 02:27 PM UTC

   We are happy to report that SMS delivery issues have been resolved and we are now actively monitoring the system to ensure stability. Thank you for your patience. Please reach out to Sumsub Support if you experience any further issues.

3. resolved Feb 24, 2025, 05:34 PM UTC

   After several hours of extensive monitoring and testing, issue is confirmed to be resolved. Our Team has conducted additional series of checks and tests to ensure the delivery remains stable. If you have any further issues or questions, please contact Sumsub Support!

4. postmortem Feb 24, 2025, 05:37 PM UTC

   ## **Incident Timings** **Start time:** 23 Feb 07:00 UTC **End time:** 24 Feb 14:00 UTC ## **Incident Summary** Some of our clients reported a decline in SMS delivery rates. After switching to the fallback SMS sending method, delivery remained stable for some time but began declining again after several hours. As a result, a small portion of applicants were unable to complete verification because they did not receive SMS notifications. Once the underlying issue was identified and resolved, our team ensured that no further action was required from clients. Affected applicants can complete the verification process by simply retrying the SMS step. ## **Root Cause** A significant volume of untracked SMS messages caused by a technical issue. These messages were sent in unusual way, allowing to bypass both our system’s and the SMS provider’s rate-limiting mechanisms. This resulted in an unusually high spike in message traffic, leading to message queues, with some messages timing out and not being delivered. ## **Action Plan** As a result of this issue, our Team has identified several key areas for improvement: 1. **Enhance Monitoring & Visibility:** Improve alerting for SMS delivery 2. **Prevent Recurrence:** Enhance rate limiting and throttling 3. **Collaborate with SMS providers:** Coordinate with our SMS service providers to improve anomaly detection mechanisms from their side and introduce additional fallback options ## **Conclusion** If you are still experiencing any unusual SMS delivery rate fluctuations or if you have any questions or concerns please contact our Support Team.

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Started Jan 19, 2025, 05:25 PM UTC· resolved Jan 19, 2025, 08:11 PM UTC

1. investigating Jan 19, 2025, 05:25 PM UTC

   One of our internal services, responsible for verifications, has experienced a failure. As a result, some users may encounter delayed verifications. Verification processes amay experience significant delays, which may affect user onboarding, transaction approvals, or other verification-dependent workflows. The service downtime may lead to extended waiting periods for end-users or automated processes requiring verification. The engineering team is actively investigating the root cause of the service failure. Temporary workarounds are being explored to reduce user impact while the service is being restored.

2. monitoring Jan 19, 2025, 05:51 PM UTC

   We are pleased to report that the internal service responsible for verification processing has been successfully restored. Our team is now focused on addressing any remaining consequences from the incident—such as clearing backlogs or reconciling delayed verifications and monitoring the system stability.

3. resolved Jan 19, 2025, 08:11 PM UTC

   We would like to inform that the issue is now fully resolved, verification time is back to normal, all delayed users are completely processed. Our Team has conducted additional series of checks and tests to ensure the services remain stable. We confirm the problem has been fully mitigated as of now. An unprecedented burst of traffic hit our systems in a very short timeframe, causing an extreme spike in load and leading to the issue. We have implemented measures to handle increased demand more effectively, and our team will continue monitoring to ensure stable service going forward.

4. postmortem Jan 21, 2025, 02:22 PM UTC

   ## **Incident Timings** **Start time:** 19 Jan 16:30 UTC **End time:** 19 Jan 17:44 UTC ## **Incident Summary** As a result of unprecedented surge in traffic, our team identified an issue affecting one of the services in our application infrastructure. This incident caused verifications to hold for approximately 50 minutes. All pending verifications during this time were automatically queued to be processed later. After identifying and fixing the underlying issue, our team ensured all queued operations were successfully completed without any impact on the users or any need for additional actions from our clients. ## **Root Cause** The incident was primarily caused by temporary downtime in an isolated service cluster, compounded by failover complications. Under peak load, excessive resource usage led to node instability. The failover mechanism did not operate as intended, delaying the restoration of normal functionality. ## **Action Plan** Our team has planned several improvements in the above-mentioned components of our infrastructure: 1. **Service Optimization:** this will make the service less resource-demanding and therefore reducing probability of any outages altogether 2. **Failover Enhancement:** Reconfiguring failover mechanisms to increase redundancy 3. **Alerting Optimization:** Improve alerting to ensure timely detection of potential issues ## **Conclusion** We sincerely apologize for any inconvenience this incident may have caused. Ensuring the reliability and stability of our systems is our highest priority, and we are committed to learning from this event. The changes and improvements outlined above will strengthen our infrastructure and reduce the likelihood of similar incidents in the future. 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.

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Started Dec 16, 2024, 09:00 AM UTC· resolved Dec 16, 2024, 09:40 AM UTC

1. resolved Dec 16, 2024, 02:03 PM UTC

   09:05 to 09:40 UTC (35 minutes) During this period, a small number of 5XX errors may have been observed by some of our clients accessing our API endpoints. These errors were caused by an issue encountered during a planned infrastructure change. We are pleased to inform you that the service is operating normally, and no further action is required. If you experience any lingering issues or have concerns following this incident, please don't hesitate to contact Sumsub Support for assistance.

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