After careful monitoring, we are pleased to inform you that the recent instability with the Retrieval API service has been mitigated. Although rare, a few customers may still encounter a small percentage of errors as the system fully recovers. For assistance, please contact Jumio Support at https://support.jumio.com or support@jumio.com.
We genuinely apologize for the inconvenience caused by this issue and appreciate your patience.
Posted Nov 16, 2023 - 18:57 UTC
Monitoring
We are continuing to work towards complete restoration of service. Customers may still experience intermittent errors when using our Retrieval API at this time.
Posted Nov 16, 2023 - 16:26 UTC
Update
The instability for SDK, Web, and API users has stabilized. You may still experience an increased error rate when calling the Retrieval API.
We appreciate your patience as our team works to resolve the issue.
Posted Nov 16, 2023 - 14:00 UTC
Update
We are continuing the investigation of the current instability in our US Data Center, where SDK users cannot complete the user journey, Web and API users might observe a degradation of extraction or an increase in incorrect rejections.
Our engineering team is working to restore all services as soon as possible.
Posted Nov 16, 2023 - 13:35 UTC
Update
We have detected additional instability for our Web and API customers, where users might be affected in processing. You might observe a degradation of extraction or an increase in incorrect rejections. Please know our engineering and operations teams are working hard to get everything up and running.
Posted Nov 16, 2023 - 12:57 UTC
Update
We are continuing to work on a fix for the issue where SDK users cannot complete the user journey. Web and API users are not affected.
We appreciate your patience as our team works to resolve the issue. If you have any questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.
Posted Nov 16, 2023 - 12:19 UTC
Update
We are continuing to work on a fix for this issue.
Posted Nov 16, 2023 - 12:10 UTC
Identified
We have identified an instability in our US Data Center, which may lead to issues for Web and SDK users to finish their user journey. We know this is customer impacting so we are working on it urgently.