Historial de interrupciones de Sumsub

1. 12 de octubre de 2026 a las 10:54 UTCresolved

   Descripción: El 12 de octubre de 2026, entre las 08:28 y 08:45 UTC, un tema técnico en nuestro lado afectado cara coincidente. Durante este tiempo, se pidió a los solicitantes cuya verificación incluyera un cheque de partido facial que volvieran a presentar sus documentos con la razón de “cara de bacalao que coincidía”. La cuestión ha sido fijada, y se enfrentan a trabajos coincidentes como se esperaba. Qué hacer: No se necesita ninguna acción en el perfil del solicitante. Cuando los solicitantes afectados regresen a la verificación, verán un mensaje de que su rostro no es claramente visible y se les pedirá que vuelvan a presentar su documento de identidad y su autoría. Después de eso, serán verificados como de costumbre. Es posible que desee hacerle saber a estos solicitantes que necesitan completar la verificación de nuevo. Nos disculpamos por la molestia.

Traducido automáticamente desde la actualización oficial del incidente.

1. 2 de octubre de 2026 a las 20:40 UTCinvestigating

   Estamos investigando informes de problemas de conectividad que afectan a algunos usuarios finales en Vietnam. Los usuarios afectados pueden no cargar el flujo de verificación o el paso de vida o selfie, o obtener errores de conexión en el SDK móvil o Web. La verificación de otras regiones o países no se ve afectada. Publicaremos una actualización tan pronto como tengamos más información.

2. 5 de octubre de 2026 a las 12:35 UTCidentified

   Algunos proveedores de Internet en Vietnam están bloqueando las conexiones con nuestros servicios. Como resultado, algunos usuarios finales de Vietnam pueden ser incapaces de cargar el flujo de verificación o terminar el paso de vida/selfie. El impacto se limita a un pequeño número de usuarios en las redes afectadas. Como solución de trabajo, los usuarios afectados pueden cambiar a una red diferente (por ejemplo, datos móviles de otro proveedor) o utilizar una VPN para completar la verificación. Los clientes con restricciones de VPN/proxy pueden querer revisar a los solicitantes marcados de Vietnam durante este período. Estamos investigando la causa internamente. Publicaremos actualizaciones sobre este incidente semanalmente, y antes si hay progreso significativo.

3. 15 de octubre de 2026 a las 14:22 UTCidentified

   Continuamos trabajando en las cuestiones de conectividad que afectan a algunos usuarios finales en Vietnam. Nuestro equipo está colaborando con los proveedores de Internet afectados individualmente para determinar la causa del bloqueo y restaurar el acceso. No hay actualizaciones adicionales en este momento. La solución sigue siendo la misma: los usuarios afectados pueden cambiar a una red diferente (por ejemplo, datos móviles de otro proveedor) o utilizar una VPN para completar la verificación. Los clientes con restricciones de VPN/proxy pueden querer revisar a los solicitantes marcados de Vietnam durante este período. Le mantendremos informado y publicaremos la próxima actualización tan pronto como haya progreso significativo.

Traducido automáticamente desde la actualización oficial del incidente.

1. 15 de septiembre de 2026 a las 11:43 UTCresolved

   Entre 13:23 y 15:13 UTC, experimentamos un problema temporal que afecta a la funcionalidad de búsqueda de solicitantes. As a result, some applicant search requests in the Dashboard and CSV exports may have been unavailable or returned errors. Durante este período se siguieron creando y procesando nuevas verificaciones. La cuestión se ha resuelto plenamente.

Traducido automáticamente desde la actualización oficial del incidente.

1. 31 de agosto de 2026 a las 8:32 UTCresolved

   Entre las 08:15 y 08:28 UTC, experimentamos un servicio completo. El incidente fue causado por un error de software en una ruta clave crítica que maneja todas las solicitudes de API, que fue desencadenado por un cambio de configuración. La cuestión se ha resuelto y se ha restablecido el servicio.

Traducido automáticamente desde la actualización oficial del incidente.

1. 20 de julio de 2026 a las 15:52 UTCmonitoring

   Actualmente estamos monitoreando problemas intermitentes con nuestro proveedor de detección de LMA, ComplyAdvantage. Los clientes que utilizan el servicio CSOM de ComplyAdvantage por defecto pueden experimentar retrasos o errores con AML Screening, lo que podría aumentar temporalmente los tiempos de verificación del solicitante. El servicio ha experimentado breves picos en errores desde 14:52 UTC, seguido de recuperación temporal. Si bien el sistema está funcionando normalmente, estamos monitoreando activamente la situación de cerca y proporcionaremos actualizaciones según sea necesario.

2. 20 de julio de 2026 a las 15:55 UTCmonitoring

   Continuamos monitoreando cualquier otro problema.

3. 20 de julio de 2026 a las 16:07 UTCmonitoring

   Los errores están ocurriendo esporádicamente, y los recuentos generales de errores siguen siendo bajos; la mayoría de las pruebas de los solicitantes se procesan normalmente. Los candidatos afectados durante esta ventana están siendo automáticamente re-protegidos por nuestro sistema para asegurar que se complete el procesamiento.

4. 20 de julio de 2026 a las 17:07 UTCresolved

   La cuestión intermitente se ha resuelto plenamente. Los sistemas han estado operando sin problemas durante más de 30 minutos. Todos los solicitantes afectados durante la breve ventana de degradación fueron reescribidos y procesados automáticamente con éxito. Todos los servicios de detección de MMA funcionan normalmente.

Traducido automáticamente desde la actualización oficial del incidente.

1. 14 de julio de 2026 a las 8:24 UTCresolved

   Entre las 07:02 y las 07:15 UTC, algunos usuarios pueden haber encontrado un error 403 Forbidden al inicializar el SDK, lo que impidió que las solicitudes de verificación del solicitante fueran procesadas. La causa raíz de la cuestión está relacionada con la configuración errónea de características desarrolladas que hizo que la característica se aplicara más ampliamente de lo previsto. Nuestros sistemas de monitoreo detectaron el comportamiento inesperado, y el cambio fue desactivado en varios minutos Identificamos la cuestión subyacente e implementamos una solución. La cuestión se ha resuelto plenamente. This incident is being reported retrospectively for transparency.

Traducido automáticamente desde la actualización oficial del incidente.

1. 3 de junio de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 7:21 UTCresolved

   This incident has been resolved.

1. 26 de mayo de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 5:42 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 de mayo de 2026 a las 7:15 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 de mayo de 2026 a las 7:37 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 de mayo de 2026 a las 8:35 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 de mayo de 2026 a las 7:25 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 de mayo de 2026 a las 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 de mayo de 2026 a las 6:09 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 de mayo de 2026 a las 18:46 UTCmonitoring

   We are continuing to monitor for any further issues.

4. 17 de mayo de 2026 a las 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 de mayo de 2026 a las 8:01 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 de mayo de 2026 a las 8:17 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 de mayo de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 21:46 UTCmonitoring

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

3. 5 de mayo de 2026 a las 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 de marzo de 2026 a las 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 de marzo de 2026 a las 16:23 UTCresolved

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

1. 2 de marzo de 2026 a las 8:06 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 de marzo de 2026 a las 9:13 UTCmonitoring

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

3. 4 de marzo de 2026 a las 9:47 UTCmonitoring

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

4. 6 de marzo de 2026 a las 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 de abril de 2026 a las 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 de marzo de 2026 a las 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 de febrero de 2026 a las 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.