54 Sumsub incidents · 2021年12月 — official updates, affected components, duration and resolution details.
説明: 2026年10月12日、8月28日～8月45日の間、当社の側面に影響を受けた顔のマッチングに関する技術的な問題。 今回は、顔のマッチングチェックを同梱した本人が「顔のマッチング」の理由で文書を再提出するよう求めた。 問題は修正され、期待どおりにマッチング作品に直面しています。 何をするか: 応募者のプロフィールにアクションは必要ありません。 被験者が確認に戻ると、顔がはっきり見えないというメッセージが表示され、身元の文書や自撮りを再提出するよう求められます。 その後、通常どおりに検証します。 これらの申請者は、再度検証を完了する必要があります。 大変申し訳ございません.
公式のインシデント更新を自動翻訳しています。
ベトナムのエンドユーザーに影響を与える接続問題のレポートを調査しています。 不具合の多いユーザーは、検証フローや実動/セルフステップをロードしたり、モバイルやWeb SDKで接続エラーが発生することがあります。 他の地域や国からの検証は影響しません。 情報が増え次第に更新をいたします.
現在、ベトナムの一部のインターネットプロバイダは、当社のサービスへの接続をブロックしています。 その結果、ベトナムのエンドユーザーが検証フローをロードしたり、ライブネス/セルフステップを終了することができない場合があります。 影響力は、影響を受けるネットワーク上の少数のユーザーに限定されます。 回避策として、影響を受けたユーザーは、異なるネットワーク(例えば、別のプロバイダからのモバイルデータ)に切り替えたり、VPNを使用して検証を完了することができます。 VPN/プロキシ制限機能のクライアントは、この期間中にベトナムから申請者を審査したい場合があります。 社内で原因を調べています。 今週のインシデントウィークリーにアップデートを投稿し、大幅な進捗がある場合に早めに投稿します.
ベトナムのエンドユーザーに影響を与える接続の問題に引き続き取り組んでいます。 当社のチームは、影響を受けるインターネットプロバイダーを個別に提供し、ブロックの原因を特定し、アクセスを復元します。 今回もアップデートはありません。 回避策は同じままです: 影響を受けたユーザーは、異なるネットワーク(例えば、別のプロバイダからのモバイルデータ)に切り替えたり、VPNを使用して検証を完了することができます。 VPN/プロキシ制限機能のクライアントは、この期間中にベトナムから申請者を審査したい場合があります。 有意義な進捗状況をいち早くお知らせします.
ベトナムのエンドユーザーに影響を与える接続の問題に引き続き取り組んでいます。 現在、当社のチームは、影響を受けたテレコムプロバイダと直接接触してブロックを解決する技術ソリューションを開発しています。 今回もアップデートはありません。 回避策は利用できます。影響を受けたユーザーは、異なるネットワーク(例えば、別のプロバイダーからのモバイルデータ)に切り替えたり、VPNを使用して検証を完了したりすることができます。 投稿をお待ちしています.
公式のインシデント更新を自動翻訳しています。
13:23 と 15:13 UTC の間に, 私たちは、申請者の検索機能に影響を与える一時的な問題を経験しました. その結果、Dashboard や CSV のエクスポートで申請者の検索リクエストが利用できなくなったり、エラーを返すことがあります。 この期間中に、新規の検証を継続的に作成・処理する。 問題は完全に解決しました.
公式のインシデント更新を自動翻訳しています。
弊社では、08:15～0828 UTCにて、完全なサービス停止を経験しました。 インシデントは、設定変更によってトリガーされたすべてのAPIリクエストを処理する重要なコードパスでソフトウェアのバグによって引き起こされました。 問題は解決され、サービスが復元されました.
公式のインシデント更新を自動翻訳しています。
現在、AML のスクリーニングプロバイダである ComplyAdvantage で断続的な問題を監視しています。 既定の ComplyAdvantage CSOM サービスを利用しているお客様は、AML Screening で遅延やエラーが発生することがあります。これにより、申請者の検証時間を一時的に増加させることができます。 サービスは14:52 UTC以来のエラーで短いスパイクを経験しました, 一時的な回復に続く. システムは現在正常に機能していますが、状況を監視し、必要に応じて更新を行います.
今後の問題がないか引き続き監視しています。
誤りが発生し、全体的な誤りのカウントは低くなります。ほとんどの申請者のスクリーニングは正常に処理されます。 このウィンドウに影響を受けた申請者は、処理が終了することを確認するために、システムによって自動的に再スクリーニングされます.
断続的な問題は完全に解決されました。 30分以内にシステムが稼働しています。 簡略化ウィンドウに影響を受けたすべての申請者は、自動的に再スクリーニングされ、正常に処理された。 すべてのAMLスクリーニングサービスは、通常機能しています.
公式のインシデント更新を自動翻訳しています。
07:02 と 07:15 UTC の間、一部のユーザーは、SDK の初期化時に 403 禁止されたエラーが発生することがあります。これにより、申請者の検証リクエストが処理されるのを防ぐことができます。 問題の根本原因は、意図したよりも広く適用される機能を引き起こした開発機能の誤構成に関連しています。 監視システムは予期しない動作を検出し、数分以内に変更が無効になりました 根本的な問題を特定し、修正を実施しました。 問題は完全に解決しました。 この事件は、透明性のために遡及的に報告されています.
公式のインシデント更新を自動翻訳しています。
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
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.
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.
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.
This incident has been resolved.
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.
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.
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.
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.
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.
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.
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.
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.
Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.
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.
We are continuing to monitor for any further issues.
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.
Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.
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!
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.
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.
We will continue to monitor for any further issues to ensure the problem is completely resolved.
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!
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!
The incident affecting incoming client messages has been resolved. All systems are now operating normally.
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.
The state of UAE AWS infrastructure remains unchanged according to Amazon updates. Our Team stays alert and follows the situation closely.
We are continuing to monitor for any changes with UAE AWS infrastructure availability.
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.
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.
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.
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.
