Histórico de interrupções do Sumsub

1. 12 Here 2026 da 10:54 UTCresolved

   Descrição: Em 12 de outubro de 2026, entre 08:28 e 08:45 UTC, um problema técnico do nosso lado afetado rosto correspondência. Durante este tempo, os candidatos cuja verificação incluiu uma verificação face match foram solicitados a reenviar seus documentos com a razão "má correspondência face". O problema foi corrigido, e correspondência de face funciona como esperado. O que fazer: Não é necessária qualquer acção no perfil do requerente. Quando os candidatos afetados retornarem à verificação, eles verão uma mensagem de que seu rosto não está claramente visível e serão convidados a reapresentar seu documento de identidade e selfie. Depois disso, serão verificados como de costume. Você pode querer deixar esses candidatos saber que eles precisam completar a verificação novamente. Pedimos desculpa pelo inconveniente.

Traduzido automaticamente da atualização oficial do incidente.

1. 2 Here 2026 da 20:40 UTCinvestigating

   Estamos a investigar relatórios de problemas de conectividade que afectam alguns utilizadores finais no Vietname. Usuários afetados podem não carregar o fluxo de verificação ou o passo liveness/selfie, ou obter erros de conexão no Mobile ou Web SDK. A verificação de outras regiões ou países não é afectada. Publicaremos uma atualização assim que tivermos mais informações.

2. 5 Here 2026 da 12:35 UTCidentified

   Alguns provedores de internet no Vietnã estão atualmente bloqueando conexões com nossos serviços. Como resultado, alguns usuários finais no Vietnã podem ser incapazes de carregar o fluxo de verificação ou terminar o passo liveness/selfie. O impacto limita-se a um pequeno número de utilizadores nas redes afectadas. Como solução alternativa, os usuários afetados podem mudar para uma rede diferente (por exemplo, dados móveis de outro provedor) ou usar uma VPN para completar a verificação. Clientes com restrições VPN/proxy habilitados podem querer rever candidatos sinalizados do Vietnã durante este período. Estamos a investigar a causa internamente. Publicaremos atualizações neste incidente semanalmente, e mais cedo se houver progresso significativo.

3. 15 Here 2026 da 14:22 UTCidentified

   Continuamos a trabalhar nas questões de conectividade que afectam alguns utilizadores finais no Vietname. Nossa equipe está se envolvendo com os provedores de internet afetados individualmente para determinar a causa do bloqueio e restaurar o acesso. Não há mais atualizações neste momento. A solução permanece a mesma: os usuários afetados podem mudar para uma rede diferente (por exemplo, dados móveis de outro provedor) ou usar uma VPN para completar a verificação. Clientes com restrições VPN/proxy habilitados podem querer rever candidatos sinalizados do Vietnã durante este período. Manteremos você informado e publicaremos a próxima atualização assim que houver progresso significativo.

4. 27 Here 2026 da 12:24 UTCidentified

   Continuamos a trabalhar nas questões de conectividade que afectam alguns utilizadores finais no Vietname. Nossa equipe está atualmente desenvolvendo uma solução técnica do nosso lado e permanece em contato direto com os provedores de telecomunicações afetados para resolver o bloqueio. Não há mais atualizações neste momento. A solução permanece disponível: os usuários afetados podem mudar para uma rede diferente (por exemplo, dados móveis de outro provedor) ou usar uma VPN para completar a verificação. Vamos mantê-lo informado.

Traduzido automaticamente da atualização oficial do incidente.

1. 15 Gwengolo 2026 da 11:43 UTCresolved

   Entre 13:23 e 15:13 UTC, experimentamos um problema temporário que afeta a funcionalidade de busca do candidato. Como resultado, alguns pedidos de busca do candidato no Painel de verificação e exportações CSV podem ter sido indisponível ou retornados erros. Durante este período, continuaram a ser criadas e processadas novas verificações. A questão foi totalmente resolvida.

Traduzido automaticamente da atualização oficial do incidente.

1. 31 Eost 2026 da 08:32 UTCresolved

   Entre 08:15 e 08:28 UTC, nós experimentamos uma interrupção completa do serviço. O incidente foi causado por um bug de software em um caminho de código crítico que lida com todas as solicitações da API, que foi acionado por uma mudança de configuração. A questão foi resolvida e o serviço foi restaurado.

Traduzido automaticamente da atualização oficial do incidente.

1. 20 Gouere 2026 da 15:52 UTCmonitoring

   Atualmente estamos monitorando problemas intermitentes com nosso provedor de triagem AML, ComplyAdvantage. Os clientes que utilizam o serviço padrão ComplyAdvantage CSOM podem experimentar atrasos ou erros com o AML Screening, o que pode aumentar temporariamente os tempos de verificação do requerente. O serviço tem experimentado breves picos de erros desde 14:52 UTC, seguido de recuperação temporária. Embora o sistema esteja funcionando normalmente, estamos monitorando ativamente a situação de perto e forneceremos atualizações conforme necessário.

2. 20 Gouere 2026 da 15:55 UTCmonitoring

   Continuamos monitorando quaisquer outros problemas.

3. 20 Gouere 2026 da 16:07 UTCmonitoring

   Erros estão ocorrendo esporadicamente, e as contagens de erros globais permanecem baixas; a maioria dos exames candidatos estão processando normalmente. Os candidatos afetados durante esta janela estão sendo automaticamente re-screened pelo nosso sistema para garantir que o processamento é concluído.

4. 20 Gouere 2026 da 17:07 UTCresolved

   A questão intermitente foi totalmente resolvida. Os sistemas estão a funcionar sem problemas há mais de 30 minutos. Todos os candidatos afetados durante a breve janela de degradação foram automaticamente re-screened e processado com sucesso. Todos os serviços de rastreio AML estão agora a funcionar normalmente.

Traduzido automaticamente da atualização oficial do incidente.

1. 14 Gouere 2026 da 08:24 UTCresolved

   Entre 07:02 e 07:15 UTC, alguns usuários podem ter encontrado um erro 403 Proibido ao inicializar o SDK, o que impediu os pedidos de verificação do requerente de serem processados. A causa raiz do problema está relacionada com a má configuração do recurso desenvolvido que fez com que o recurso fosse aplicado de forma mais ampla do que o pretendido. Nossos sistemas de monitoramento detectaram o comportamento inesperado, e a mudança foi desativada em alguns minutos Identificamos a questão subjacente e implementamos uma correção. A questão foi totalmente resolvida. Este incidente está a ser reportado retrospectivamente pela transparência.

Traduzido automaticamente da atualização oficial do incidente.

1. 3 Mezheven 2026 da 10:32 UTCresolved

   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

1. 28 Mae 2026 da 17:39 UTCinvestigating

   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. Slack, Telegram and Dashboard chats are non-functional. Messages are not reaching Support Team. 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.

2. 28 Mae 2026 da 19:06 UTCresolved

   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.

1. 27 Mae 2026 da 15:33 UTCinvestigating

   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.

2. 28 Mae 2026 da 07:21 UTCresolved

   This incident has been resolved.

1. 26 Mae 2026 da 17:27 UTCidentified

   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.

2. 26 Mae 2026 da 18:26 UTCresolved

   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.

1. 20 Mae 2026 da 16:27 UTCresolved

   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.

1. 18 Mae 2026 da 05:42 UTCinvestigating

   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.

2. 18 Mae 2026 da 07:15 UTCidentified

   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.

3. 18 Mae 2026 da 07:37 UTCmonitoring

   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.

4. 19 Mae 2026 da 08:35 UTCmonitoring

   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.

5. 20 Mae 2026 da 07:25 UTCresolved

   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.

1. 16 Mae 2026 da 15:30 UTCidentified

   Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.

2. 17 Mae 2026 da 06:09 UTCmonitoring

   The DDoS attack activity has subsided, and our services are currently operating normally. Our teams continue to closely monitor the platform to ensure ongoing stability and respond quickly to any further abnormalities.

3. 17 Mae 2026 da 18:46 UTCmonitoring

   We are continuing to monitor for any further issues.

4. 17 Mae 2026 da 18:51 UTCresolved

   The incident has been resolved, and all services are operating normally. Our teams will continue monitoring the platform to ensure ongoing stability. We appreciate your patience and understanding throughout the incident.

1. 16 Mae 2026 da 08:01 UTCidentified

   Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.

2. 16 Mae 2026 da 08:17 UTCmonitoring

   We have succesfully identified and blocked the source of attack. Currently the Team is reviewing the attack aftermath. All systems are up and operational. We will keep monitoring the situation for some additional time to ensure the incident is fully addressed. Thank you!

3. 16 Mae 2026 da 13:37 UTCresolved

   Our Team has succesfully concluded the incident resolved. Everything is now operational. The attack took place between 07:15 UTC and 8:00 UTC. During the attack, we received a spike of 20–30x increase in total requests. The attack is still ongoing; However, our Team has mitigated it for now and are working with Cloudflare on a more reliable permanent solution. If you have any questions, please, don't hesitate to contact Support.

1. 4 Mae 2026 da 21:46 UTCmonitoring

   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.

2. 4 Mae 2026 da 21:46 UTCmonitoring

   We will continue to monitor for any further issues to ensure the problem is completely resolved.

3. 5 Mae 2026 da 12:32 UTCresolved

   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!

1. 26 Meurzh 2026 da 14:01 UTCresolved

   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!

1. 16 Meurzh 2026 da 16:23 UTCresolved

   The incident affecting incoming client messages has been resolved. All systems are now operating normally.

1. 2 Meurzh 2026 da 08:06 UTCmonitoring

   We are currently experiencing infrastructure issues in the UAE region due to a confirmed power outage at our upstream provider's (AWS) datacenters. Users may experience temporary delays or intermittent availability of verification services, as well as impacted performance and data synchronization. We are closely monitoring the situation and apologize for any inconvenience this may cause. https://health.aws.amazon.com/health/status Other regions are not affected.

2. 3 Meurzh 2026 da 09:13 UTCmonitoring

   The state of UAE AWS infrastructure remains unchanged according to Amazon updates. Our Team stays alert and follows the situation closely.

3. 4 Meurzh 2026 da 09:47 UTCmonitoring

   We are continuing to monitor for any changes with UAE AWS infrastructure availability.

4. 6 Meurzh 2026 da 18:05 UTCmonitoring

   To mitigate the impact of the ongoing AWS power outage affecting the UAE region, we have temporarily launched part of our UAE production infrastructure in the EU region. This allows UAE users to continue operating and submitting verifications while the issue persists. Please note that some data may still be missing or incomplete, as we were not able to retrieve the full dataset from AWS before the outage occurred. As a result, certain records or synchronization states may be partially unavailable at this time. We will continue to monitor the situation closely and will restore full operations in the UAE region once the upstream provider resolves the incident. Thank you for your patience and understanding.

5. 28 Ebrel 2026 da 10:08 UTCresolved

   As there is currently no estimated time of resolution from AWS regarding the UAE region outage, we are closing this incident. All affected customers have been successfully migrated to alternative regions shortly after the incident began, and services are fully operational. Our services remain available and can be used as usual — no action is required on your side. Once the upstream infrastructure in the UAE region is restored and stable, we will automatically migrate operations back without disruption. We will continue to monitor the situation internally and appreciate your understanding. Should you have any particular concerns in regards to this incident, please, feel free to reach our Support Team.

1. 2 Meurzh 2026 da 11:06 UTCresolved

   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.

1. 24 Cʼhwevrer 2026 da 14:30 UTCresolved

   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.