Sumsub driftsforstyrrelser

1. 12. oktober 2026 kl. 10.54 UTCresolved

   Beskrivelse: Den 12. oktober 2026, mellem 08: 28 og 08: 45 UTC, et teknisk spørgsmål på vores side berørte ansigt matchende. I løbet af denne periode blev ansøgere, hvis verifikation omfattede en face match check bedt om at genindsende deres dokumenter med "Bad face matching" årsag. Problemet er blevet rettet, og ansigt matchende fungerer som forventet. Hvad skal man gøre: Der er ikke behov for handling i ansøgerens profil. Når de berørte ansøgere vender tilbage til verifikationen, vil de se en meddelelse om, at deres ansigt ikke er klart synligt og vil blive bedt om at indsende deres identitetskort og selfie igen. Derefter vil de blive verificeret som sædvanlig. Du kan ønske at lade disse ansøgere vide, at de skal fuldføre verifikation igen. Vi undskylder ulejligheden.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 2. oktober 2026 kl. 20.40 UTCinvestigating

   Vi undersøger rapporter om forbindelsesproblemer, der påvirker nogle slutbrugere i Vietnam. Berørte brugere kan undlade at indlæse verifikationsstrømmen eller løstighed / selfie trin, eller få forbindelsesfejl i Mobile eller Web SDK. Kontrol fra andre regioner eller lande berøres ikke. Vi vil sende en opdatering, så snart vi har flere oplysninger.

2. 5. oktober 2026 kl. 12.35 UTCidentified

   Nogle internetudbydere i Vietnam blokerer for øjeblikket for forbindelser til vores tjenester. Som et resultat, nogle slutbrugere i Vietnam kan være ude af stand til at indlæse verifikationsstrømmen eller afslutte lødighed / selfie trin. Virkningen er begrænset til et lille antal brugere på de berørte net. Som en workout, berørte brugere kan skifte til et andet netværk (for eksempel mobile data fra en anden udbyder) eller bruge en VPN til at fuldføre verifikationen. Klienter med VPN / proxy begrænsninger aktiveret kan ønsker at gennemgå flaget ansøgere fra Vietnam i denne periode. Vi undersøger sagen internt. Vi vil sende opdateringer om denne hændelse ugentligt, og før, hvis der er betydelige fremskridt.

3. 15. oktober 2026 kl. 14.22 UTCidentified

   Vi fortsætter med at arbejde på de forbindelsesproblemer, der berører nogle slutbrugere i Vietnam. Vores team engagerer sig med de berørte internetudbydere individuelt for at bestemme årsagen til blokeringen og for at genoprette adgangen. Der er ingen yderligere opdateringer på nuværende tidspunkt. Arbejdet omkring forbliver den samme: berørte brugere kan skifte til et andet netværk (for eksempel mobile data fra en anden udbyder) eller bruge en VPN til at fuldføre verifikation. Klienter med VPN / proxy begrænsninger aktiveret kan ønsker at gennemgå flaget ansøgere fra Vietnam i denne periode. Vi vil holde dig informeret og sende den næste opdatering, så snart der er meningsfulde fremskridt.

4. 27. oktober 2026 kl. 12.24 UTCidentified

   Vi fortsætter med at arbejde på de forbindelsesproblemer, der berører nogle slutbrugere i Vietnam. Vores team er i øjeblikket ved at udvikle en teknisk løsning på vores side og forbliver i direkte kontakt med de berørte teleudbydere for at løse blokeringen. Der er ingen yderligere opdateringer på nuværende tidspunkt. Arbejdet forbliver tilgængelig: berørte brugere kan skifte til et andet netværk (for eksempel mobile data fra en anden udbyder) eller bruge en VPN til at fuldføre verifikation. Vi holder dig underrettet.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 15. september 2026 kl. 11.43 UTCresolved

   Mellem 13: 23 og 15: 13 UTC oplevede vi et midlertidigt problem, der påvirkede ansøgerens søgefunktion. Som følge heraf kan nogle anmodninger om søgning i Dashboard og CSV eksport have været utilgængelige eller returneret fejl. Der blev fortsat indført og behandlet nye kontroller i denne periode. Spørgsmålet er helt løst.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 31. august 2026 kl. 08.32 UTCresolved

   Mellem 08: 15 og 08: 28 UTC oplevede vi en komplet serviceafbrydelse. Hændelsen var forårsaget af en software fejl i en kritisk kode sti håndtering af alle API anmodninger, som blev udløst af en konfiguration ændring. Problemet er løst, og tjenesten er genoprettet.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 20. juli 2026 kl. 15.52 UTCmonitoring

   Vi overvåger i øjeblikket intermitterende problemer med vores AML screeningsudbyder, CompletAdvantage. Kunder, der benytter standard ComplelyAdvantage CSOM service kan opleve forsinkelser eller fejl med AML Screening, som midlertidigt kan øge den samlede ansøger verifikationstider. Tjenesten har oplevet korte stigninger i fejl siden 14: 52 UTC, efterfulgt af midlertidig inddrivelse. Mens systemet i øjeblikket fungerer normalt, overvåger vi situationen nøje og vil om nødvendigt opdatere den.

2. 20. juli 2026 kl. 15.55 UTCmonitoring

   Vi fortsætter med at overvåge for yderligere spørgsmål.

3. 20. juli 2026 kl. 16.07 UTCmonitoring

   Fejl opstår sporadisk, og de samlede fejltællinger forbliver lave; de fleste af ansøgerne screeninger behandles normalt. Ansøgere, der påvirkes under dette vindue, bliver automatisk scannet igen af vores system for at sikre, at behandlingen er afsluttet.

4. 20. juli 2026 kl. 17.07 UTCresolved

   Det intermitterende spørgsmål er helt løst. Systemerne har fungeret uden problemer i over 30 minutter. Alle ansøgere, der blev påvirket under det korte nedbrydningsvindue, blev automatisk screenet og behandlet med succes. Alle AML-screeningtjenester fungerer nu normalt.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 14. juli 2026 kl. 08.24 UTCresolved

   Mellem 07: 02 og 07: 15 UTC kan nogle brugere være stødt på en 403 Forbudte fejl ved initialiseringen af SDK, som forhindrede ansøgerens verifikationsanmodninger i at blive behandlet. Den grundlæggende årsag til problemet er relateret til udviklet funktion forkert konfiguration, der forårsagede funktionen skal anvendes mere bredt end planlagt. Vores overvågningssystemer opdagede den uventede adfærd, og ændringen blev deaktiveret inden for flere minutter Vi identificerede det underliggende problem og implementerede en rettelse. Spørgsmålet er helt løst. Denne hændelse rapporteres efterfølgende for gennemsigtighed.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 3. juni 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 07.21 UTCresolved

   This incident has been resolved.

1. 26. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 18.46 UTCmonitoring

   We are continuing to monitor for any further issues.

4. 17. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 21.46 UTCmonitoring

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

3. 5. maj 2026 kl. 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. marts 2026 kl. 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. marts 2026 kl. 16.23 UTCresolved

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

1. 2. marts 2026 kl. 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. marts 2026 kl. 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. marts 2026 kl. 09.47 UTCmonitoring

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

4. 6. marts 2026 kl. 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. april 2026 kl. 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. marts 2026 kl. 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. februar 2026 kl. 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.