Istoricul incidentelor Sumsub

1. 12 octombrie 2026 la 10:54 UTCresolved

   Descriere: Pe 12 octombrie 2026, între 08:28 și 08:45 UTC, o problemă tehnică pe partea noastră afectată de potrivire față. În acest timp, solicitanții a căror verificare a inclus o verificare a meciului față au fost rugați să-și refacă documentele cu motivul de potrivire față rău. Problema a fost rezolvată și se confruntă cu lucrări de potrivire așa cum era de așteptat. Ce este de făcut: Nu este necesară nicio acțiune în profilul solicitantului. Atunci când solicitanții afectați revin la verificare, aceștia vor vedea un mesaj că fața lor nu este clar vizibilă și vor fi rugați să-și reia documentul de identitate și selfie-ul. După aceea, vor fi verificate ca de obicei. Este posibil să doriți să anunțați acești solicitanți că trebuie să completeze din nou verificarea. Ne cerem scuze pentru deranj.

Traducere automată din actualizarea oficială a incidentului.

1. 2 octombrie 2026 la 20:40 UTCinvestigating

   Investigăm rapoarte privind problemele de conectivitate care afectează unii utilizatori finali din Vietnam. Utilizatorii afectați pot să nu încarce fluxul de verificare sau pasul de viață/selfie sau să obțină erori de conectare în Mobile sau Web SDK. Verificarea din alte regiuni sau țări nu este afectată. Vom posta o actualizare de îndată ce vom avea mai multe informații.

2. 5 octombrie 2026 la 12:35 UTCidentified

   Unii furnizori de internet din Vietnam blochează în prezent conexiunile la serviciile noastre. Prin urmare, unii utilizatori finali din Vietnam ar putea fi în imposibilitatea de a încărca fluxul de verificare sau de a termina etapa de viață / sine. Impactul este limitat la un număr mic de utilizatori din rețelele afectate. Ca o soluție, utilizatorii afectați pot trece la o rețea diferită (de exemplu, date mobile de la un alt furnizor) sau pot utiliza un VPN pentru a finaliza verificarea. Clientii cu restrictii VPN/proxy activate ar putea dori să revizuiască solicitanții marcate din Vietnam în această perioadă. Investigăm cauza pe plan intern. Vom posta actualizări despre acest incident săptămânal, și mai devreme dacă există progrese semnificative.

3. 15 octombrie 2026 la 14:22 UTCidentified

   Continuăm să lucrăm la problemele de conectivitate care afectează unii utilizatori finali din Vietnam. Echipa noastră se angajează individual cu furnizorii de internet afectați pentru a determina cauza blocării și pentru a restabili accesul. Nu există alte actualizări în acest moment. Analiza rămâne aceeași: utilizatorii afectați pot trece la o rețea diferită (de exemplu, date mobile de la un alt furnizor) sau pot utiliza un VPN pentru a finaliza verificarea. Clientii cu restrictii VPN/proxy activate ar putea dori să revizuiască solicitanții marcate din Vietnam în această perioadă. Vă vom ţine la curent şi vă vom posta următoarea actualizare imediat ce se vor înregistra progrese semnificative.

4. 27 octombrie 2026 la 12:24 UTCidentified

   Continuăm să lucrăm la problemele de conectivitate care afectează unii utilizatori finali din Vietnam. Echipa noastră dezvoltă în prezent o soluție tehnică de partea noastră și rămâne în contact direct cu furnizorii de telecomunicații afectați pentru a rezolva blocarea. Nu există alte actualizări în acest moment. Contextul rămâne disponibil: utilizatorii afectați pot trece la o rețea diferită (de exemplu, date mobile de la un alt furnizor) sau pot utiliza un VPN pentru a finaliza verificarea. Te vom ţine la curent.

Traducere automată din actualizarea oficială a incidentului.

1. 15 septembrie 2026 la 11:43 UTCresolved

   Între 13:23 și 15:13 UTC, am experimentat o problemă temporară care afectează funcționalitatea de căutare a solicitantului. Prin urmare, unele cereri de căutare din tabloul de bord și din exporturile CSV ar fi putut să nu fie disponibile sau să fi fost returnate erori. În această perioadă au continuat să fie create și prelucrate noi verificări. Problema a fost rezolvată pe deplin.

Traducere automată din actualizarea oficială a incidentului.

1. 31 august 2026 la 08:32 UTCresolved

   Între 08:15 și 08:28 UTC, am experimentat o pană completă de serviciu. Incidentul a fost cauzat de un bug software într-o cale de cod critic de manipulare toate cererile API, care a fost declanșat de o schimbare de configurare. Problema a fost rezolvată și serviciul a fost restabilit.

Traducere automată din actualizarea oficială a incidentului.

1. 20 iulie 2026 la 15:52 UTCmonitoring

   În prezent monitorizăm problemele intermitente cu furnizorul nostru de screening LMA, ComplyAvantage. Clienții care utilizează serviciul implicit ComplyAvantaj CSOM pot experimenta întârzieri sau erori în ceea ce privește screeningul LMA, ceea ce ar putea crește temporar timpul de verificare al solicitantului. Serviciul s-a confruntat cu grave erori de la 14:52 UTC, urmată de recuperarea temporară. În timp ce sistemul funcționează în mod normal în prezent, monitorizăm activ situația îndeaproape și vom furniza actualizări după cum este necesar.

2. 20 iulie 2026 la 15:55 UTCmonitoring

   Continuăm să monitorizăm orice alte probleme.

3. 20 iulie 2026 la 16:07 UTCmonitoring

   Erorile apar sporadic, iar numărul total de erori rămâne scăzut; cele mai multe screening-uri solicitante sunt de prelucrare în mod normal. Solicitanții afectați în timpul acestei ferestre sunt reverificati automat de către sistemul nostru pentru a se asigura că prelucrarea este finalizată.

4. 20 iulie 2026 la 17:07 UTCresolved

   Problema intermitentă a fost rezolvată complet. Sistemele funcţionează fără probleme de peste 30 de minute. Toți solicitanții afectați în timpul scurtei ferestre de degradare au fost reverificati automat și procesați cu succes. Toate serviciile de screening LMA funcționează în mod normal.

Traducere automată din actualizarea oficială a incidentului.

1. 14 iulie 2026 la 08:24 UTCresolved

   Între 07:02 și 07:15 UTC, unii utilizatori s-ar putea să fi întâlnit o eroare interzisă în momentul inițializării SDK, care a împiedicat prelucrarea cererilor de verificare ale solicitantului. Cauza principală a problemei este legată de configurația de caracteristici dezvoltate care a determinat aplicarea în sens mai larg a caracteristicii decât se intenționează. Sistemele noastre de monitorizare au detectat comportamentul neaşteptat, iar schimbarea a fost dezactivată în câteva minute. Am identificat problema de bază și am pus în aplicare o fix. Problema a fost rezolvată pe deplin. Acest incident este raportat retroactiv pentru transparență.

Traducere automată din actualizarea oficială a incidentului.

1. 3 iunie 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 07:21 UTCresolved

   This incident has been resolved.

1. 26 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 18:46 UTCmonitoring

   We are continuing to monitor for any further issues.

4. 17 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 21:46 UTCmonitoring

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

3. 5 mai 2026 la 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 martie 2026 la 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 martie 2026 la 16:23 UTCresolved

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

1. 2 martie 2026 la 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 martie 2026 la 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 martie 2026 la 09:47 UTCmonitoring

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

4. 6 martie 2026 la 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 aprilie 2026 la 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 martie 2026 la 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 februarie 2026 la 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.