Is Unico down?

Executive Summary & Impact We would like to inform you that the incident temporarily affecting the ID Cloud Webhook notification service has been resolved. Impact Period: From 08:32 to 10:05. Platform Impact: The instability was strictly limited to Webhook notification delivery, resulting in a delay in message distribution. There was no degradation of the main platform, no failures in the liveness engine, and no data loss. Customer Impact: The issue affected a small portion of customers. Clients who have implemented a GET polling flow as a contingency (fallback) experienced no downtime or operational impact. Root Cause & Resolution Root Cause: The instability was triggered by a feature update in the environment. A temporary mismatch in access permissions between the task queue and the destination route caused requests to be denied, leading to a temporary backlog of notifications. Resolutive Action: The technical team completed the traffic redirection to the new environment, restoring proper communication between components and releasing the backlog of Webhooks. Processing has returned to normal, and the dispatch queue has been fully cleared. Commitment & Next Steps The stability of our services is our highest priority. To ensure total transparency and prevent recurrence, our engineering team will focus on the following fronts: Detailed Postmortem: A comprehensive report featuring an in-depth root cause analysis and a preventive action plan will be prepared. Observability Improvements: We will adjust monitoring metrics to ensure greater visibility into inter-service communication errors during transition scenarios. We sincerely apologize for the inconvenience and remain available for any further clarifications. Sincerely, Unico Team

Dear Customer, We are currently investigating an instability in our Webhooks that is affecting latency in data delivery. Our engineering team is actively working to resolve the issue as quickly as possible. We will provide further updates shortly.

Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the Webhook instability affecting data delivery latency. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.

Executive Summary and Impact Starting at 6:05 PM (Brasília time), an instability occurred in the Webhook service, leading to failure in event processing and notification delivery for affected operations during this period. Root Cause and Resolution The incident was caused by an issue with a shared Service Account used across multiple services, resulting in authentication failures. Upon identifying the root cause, the engineering team restored the required credentials and configuration. Normal operation was fully re-established at 6:29 PM (BRT). Commitment and Next Steps As part of continuous improvement and risk mitigation, the engineering team will review resource dependencies and access management across services. This will prevent similar configuration issues in future infrastructure adjustments.

Dear customer, We are investigating an instability in the IDCloud functionalities that affects the authentication flows in the process journey, specifically impacting the Web Journey (formerly ByUnico). Our engineering team is mobilized to resolve the issue as soon as possible. We will provide further updates shortly.

Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the instability in the affected IDCloud flow capabilities. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.

Executive Summary and Impact Starting at approximately 12:44 PM (Brasília time) on July 21, 2026, a portion of users in the reduced onboarding journey experienced slower loading of the initial screens in the flow. The impact was observed across all environments where this journey is used, affecting perceived speed and, to a lesser extent, users' ability to complete the process during this period. Root Cause and Resolution The investigation is ongoing to confirm the definitive root cause of the incident. There was no impact on servers, network, or infrastructure — the issue was confirmed to be isolated to the on-screen experience on the user's device. As a containment measure, the responsible team applied a preventive adjustment at 1:39 PM (BRT), and loading times returned to normal within a few minutes. The analysis to validate and confirm the root cause is still being conducted by the technical team. Commitment and Next Steps As part of the continuous improvement of incident response processes, the team commits to enhancing the automatic escalation flow for responsible teams, making activation even more direct and effective from the moment an incident is opened. Additionally, loading-speed monitoring will be strengthened during the rollout of new changes to this journey, with the goal of identifying and correcting potential regressions even faster, minimizing impact to users in similar situations going forward.

Dear customer, We are investigating an instability in our IDCloud capabilities, affecting the process creation and process details flows. Our engineering team is mobilized to resolve the issue as soon as possible. We will provide further updates shortly.

We are continuing to work on a fix for this issue.

Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the instability in the affected IDCloud flow capabilities. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.

Executive Summary and Impact On July 21, 2026, at around 11:17 AM BRT, a drop in availability was detected in the IDCloud create-process and process-query flows. During the impact window, a portion of customers experienced elevated latency and failures (timeouts) in these operations, which propagated through the chain of dependent services. The effective impact was concentrated in a window of approximately 23 minutes. At peak, error and latency indicators were above normal operating levels. Root Cause and Resolution The investigation pointed to the degradation of a read database (replica) supporting these capabilities as the origin. This database began to show increased load and query execution time, with internal contention that stalled processing and backed up read requests. As a result, the services above it started accumulating timeouts and triggering protection mechanisms (circuit breakers), producing the cascading effect experienced by customers. Commitment and Next Steps Unico is handling this incident with a detailed postmortem, already being drafted, and will hold a post-incident review (PiR) meeting to consolidate preventive actions. Among the follow-ups already raised during the response are the preparation of diagnostic routines and queries to speed up the identification of contention in this database layer, and improved observability over the databases involved. The detailed preventive actions will be shared in the postmortem. We reaffirm our commitment to the stability and reliability of the platform and apologize for the inconvenience caused during the period of instability. Unico Team.

**Summary** On July 21, 2026, between 11:41 and 11:43 AM \(Brasília time\), the process creation flow became unavailable, with the main service error rate reaching 42% and p99 latency at 15.75 seconds. The incident was caused by saturation on the biometry database read replica: the database memory pool was no longer able to serve the most frequently accessed dataset, causing normally fast queries to fall back to disk reads, creating a self-reinforcing spiral of accumulated sessions and increasing latency. **Impact** Users of the process creation, authentication, and payments flows across multiple clients received errors and timeouts during the period. The primary database remained intact throughout the incident — the failure was isolated to the read replica. **Root Cause** The root cause was saturation: queries used in the authentication flow were performing extensive scans on critical tables due to missing indexes. Under normal conditions, this behavior was tolerated by the database infrastructure. When memory capacity reached its limit and could no longer keep the most accessed data in cache, each read began fetching data from disk, making the cost of each query exponentially higher. This abrupt collapse effect — where gradual degradation gives way to a widespread failure — became self-reinforcing as sessions accumulated waiting for responses and internal database resource contention increased. Additionally, all read traffic for the critical flow was concentrated on a single replica, with no distribution or alternative route, eliminating any resilience to this type of degradation. **Resolution** The database recovered naturally as the accumulated sessions drained, requiring no manual intervention. The team escalated to the database team and monitored service stabilization. The incident was closed after confirmation that normal operation had been restored. **Lessons Learned** The incident revealed structural gaps in the database layer: missing indexes on critical queries and concentration of all read traffic on a single replica with no alternative route. As follow-ups, the team prioritized creating the missing indexes, distributing read traffic across replicas, and building diagnostic runbooks to accelerate response in future incidents of a similar nature.

Dear Customer, We have identified an instability in some of our IDCloud capabilities, affecting the GetSelfie, process creation, and process details flows for the Web Journey (formerly ByUnico). The API Journey (ByClient) flows were not affected. Our engineering team is mobilized to resolve the issue as soon as possible. We will follow up shortly with further updates.

We are continuing to work on a fix for this issue.

Dear Customer, Our engineering team has identified and implemented the necessary actions to resolve the instability in the affected IDCloud flow capabilities. At this time, the technical team is conducting a detailed analysis of our data layer and continues to monitor the environment. We reiterate that further updates will be sent shortly.

Executive Summary and Impact We identified an instability affecting the process capture and visualization flows, as well as authentication, for the Web Journey, with impact between 09:07 and 09:21 (BRT). The impact reached a portion of clients using this flow; the API Journey was not affected. Root Cause and Resolution The root cause is linked to a configuration change applied in production, which caused increased load on an internal database component. This increased load raised latency and errors in an integration layer, which in turn triggered a protective mechanism and temporarily interrupted the Web Journey flows. The engineering team rolled back the configuration change to mitigate the issue, and the situation normalized shortly after. Commitment and Next Steps The engineering team continues to monitor the environment following the rollback of the changes made. A detailed postmortem will be shared by our team in the coming days. We apologize for the inconvenience. Unico Team!