Sumsub 장애 기록

1. 2026년 8월 31일 AM 8:32 UTCresolved

   08:15 및 08:28 UTC 사이, 우리는 완벽한 서비스 아웃 방식을 경험. 이 사건은 구성 변경에 의해 유발 된 모든 API 요청을 처리하는 중요한 코드 경로에 소프트웨어 버그에 의해 발생했습니다. 문제는 해결되고 서비스가 복원되었습니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 20일 PM 3:52 UTCmonitoring

   우리는 현재 우리의 AML 검열 공급자, ComplyAdvantage를 가진 간헐적인 문제점을 감시하고 있습니다. 기본적으로 ComplyAdvantage CSOM 서비스를 사용하는 고객은 AML Screening으로 지연 또는 오류를 경험할 수 있으며, 일시적으로 지원자 검증 시간을 늘릴 수 있습니다. 서비스는 14:52 UTC 이후 오류에서 간단한 스파이크를 경험했으며 임시 복구가 수행되었습니다. 시스템은 현재 기능하는 동안, 우리는 적극적으로 상황을 모니터링하고 필요한대로 업데이트를 제공합니다.

2. 2026년 7월 20일 PM 3:55 UTCmonitoring

   우리는 더 많은 문제를 모니터링하고 있습니다.

3. 2026년 7월 20일 PM 4:07 UTCmonitoring

   오류는 sporadically 발생하며, 전체 오류는 낮아집니다. 대부분의 신청자는 일반적으로 처리됩니다. 이 창에서 영향을받는 신청자는 우리의 체계에 의해 자동적으로 처리가 완료된다는 것을 보증하기 위하여 rescreened.

4. 2026년 7월 20일 PM 5:07 UTCresolved

   간헐적인 문제는 완전히 해결되었습니다. 시스템은 30 분 이상 문제없이 운영되었습니다. 간단한 축하 창에서 영향을받는 모든 신청자는 자동으로 재검토 및 처리되었습니다. 모든 AML 검열 서비스는 현재 일반적으로 작용하고 있습니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 14일 AM 8:24 UTCresolved

   07:02 및 07:15 UTC 사이, 일부 사용자는 처리중인 SDK를 초기화 할 때 403 금지 오류를 발생시킬 수 있습니다. 문제의 뿌리 원인은 의도보다 더 광범위하게 적용 할 수있는 기능의 구성을 개발하는 데 관련이 있습니다. 우리의 모니터링 시스템은 예상치 못한 행동을 감지하고 변경은 몇 분 이내에 비활성화되었습니다. 우리는 해답을 확인하고 수정을 구현했습니다. 문제는 완전히 해결되었습니다. 이 사건은 투명성을 위해 retrospectively 보고됩니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 6월 3일 AM 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. 2026년 5월 28일 PM 5:39 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. 2026년 5월 28일 PM 7:06 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. 2026년 5월 27일 PM 3:33 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. 2026년 5월 28일 AM 7:21 UTCresolved

   This incident has been resolved.

1. 2026년 5월 26일 PM 5:27 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. 2026년 5월 26일 PM 6:26 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. 2026년 5월 20일 PM 4:27 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. 2026년 5월 18일 AM 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. 2026년 5월 18일 AM 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. 2026년 5월 18일 AM 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. 2026년 5월 19일 AM 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. 2026년 5월 20일 AM 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. 2026년 5월 16일 PM 3:30 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. 2026년 5월 17일 AM 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. 2026년 5월 17일 PM 6:46 UTCmonitoring

   We are continuing to monitor for any further issues.

4. 2026년 5월 17일 PM 6:51 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. 2026년 5월 16일 AM 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. 2026년 5월 16일 AM 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. 2026년 5월 16일 PM 1:37 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. 2026년 5월 4일 PM 9:46 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. 2026년 5월 4일 PM 9:46 UTCmonitoring

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

3. 2026년 5월 5일 PM 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. 2026년 3월 26일 PM 2:01 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. 2026년 3월 16일 PM 4:23 UTCresolved

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

1. 2026년 3월 2일 AM 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. 2026년 3월 3일 AM 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. 2026년 3월 4일 AM 9:47 UTCmonitoring

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

4. 2026년 3월 6일 PM 6:05 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. 2026년 4월 28일 AM 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. 2026년 3월 2일 AM 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. 2026년 2월 24일 PM 2:30 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.

1. 2025년 12월 15일 PM 4:03 UTCresolved

   Mobile SDK users experienced an issue during the Liveness verification step, where the interface could appear unresponsive and remain in a prolonged loading state. The issue has been fully resolved, and the service is currently operating normally. Affected period: 15:22 - 15:45 UTC

1. 2025년 12월 11일 AM 10:27 UTCresolved

   Our external service provider for AML verifications experienced technical issues, which caused some verifications to take longer than usual. Affected period: 10:04 - 10:11 UTC The issue has now been resolved, and services are operating normally.

1. 2025년 12월 10일 PM 5:38 UTCinvestigating

   Some of clients reported unusually long loading times when accessing the liveness verification screen. In some cases, the screen took several minutes to appear, impacting the overall user experience during the verification process when using WebSDK. Our Team is currently investigating the matter. The service remains fully operational.

2. 2025년 12월 10일 PM 5:50 UTCresolved

   After review, no widespread or systemic issue was identified. A small number of isolated user reports indicated slower-than-usual loading times when accessing the liveness verification screen. The service remained fully available throughout the reported period. Overall system performance was stable, and the behavior appears to have been limited to individual cases rather than a broader service impact. Those reports will be investigated and fixed individually. Please contact Sumsub Support in case you have any questions!