Between 2026-08-14 22:37 UTC and 2026-08-15 18:24 UTC, we experienced a performance degradation affecting our IDV and DocProof services across all data centers. The degradation primarily impacted our EU data center. Impact in the US and SGP data centers was relatively brief, where customers mainly experienced intermittent MISSING_MANDATORY_DATAPOINTS rejections.
At 09:30 UTC on 2026-08-15, our engineering team identified an underlying OCR model issue causing failures in extraction for ID documents without Machine Readable Zones (MRZ) and DocProof transactions. This also resulted in increased processing times for IDV and DocProof transactions requiring human review and unexpected rejections with the error code MISSING_MANDATORY_DATAPOINTS for IDV transactions.
The issue has been fully resolved after 2026-08-15 18:24 UTC, and all system operations have returned to normal performance. No further impact is expected.