服务中断
Outage严重事件
- resolved
在协调世界时8:15至08:28之间,我们经历了一次完全的服务中断. 事件由处理所有API请求的关键代码路径中的软件错误所引发,由配置变化所引发. 问题已解决并恢复服务.
自动翻译自官方事件更新。
51 Sumsub incidents · 2021年12月 — official updates, affected components, duration and resolution details.
在协调世界时8:15至08:28之间,我们经历了一次完全的服务中断. 事件由处理所有API请求的关键代码路径中的软件错误所引发,由配置变化所引发. 问题已解决并恢复服务.
自动翻译自官方事件更新。
目前,我们正与反洗钱检查机构ConflyAdvantage监测断断续续的问题。 使用默认的“Conference Advantage CSOM”服务的客户可能会在AML筛选中遇到延误或出错,这可能会暂时地增加申请人的总体核查时间。 该服务自协调世界时14:52起曾短暂出现出错猛增,后被临时恢复. 虽然该系统目前正常运转,但我们正在密切监测局势,并将根据需要提供最新情况.
我们正在继续监测任何其他问题.
错误是零星发生的,总的错误计数仍然很低;大多数申请人的筛选通常都在进行。 我们的系统正在自动重新筛选这个窗口期间受影响的申请人,以确保完成处理.
间歇性问题已完全解决. 30多分钟以来,系统一直没有问题。 在短暂的降解窗口期间受到影响的所有申请人都自动重新筛选并成功处理。 所有AML筛选服务现在都正常运行.
自动翻译自官方事件更新。
在协调世界时07:02至07:15之间,一些用户在初始化SDK时可能遇到403紫禁错误,这阻碍了申请人的核查请求得到处理. 问题的根源与已开发的特征配置有关系,导致该特征的应用比预期的要广泛. 我们的监控系统侦测到出乎意料的行为 几分钟内就停止了 我们查明了根本问题,并落实了一项解决办法。 这个问题已完全解决。 为了透明起见,正在追溯报道这一事件.
自动翻译自官方事件更新。
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.
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
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.
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.
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!