2021-04-27 Service Instability in US data center and Delay in processing Identity and Document Verification transactions

Incident Report for Jumio

Resolved

We are pleased to inform you that the recent instability has been resolved, and all our services are fully restored. We genuinely apologize for the inconvenience we caused.

As already informed that the backlog of the transaction was cleared and transactions were being processed in real-time now.

Our engineering staff has taken great care to make sure that the cause of this issue does not occur again. We appreciate your patience.

If you have any questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.

Posted Apr 27, 2021 - 13:44 UTC

Update

We continue to monitor the situation with the U.S. data center.

Also, all backlogged transactions have been processed. All incoming transactions continue to be processed at normal rates.

If you have any questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.

Posted Apr 27, 2021 - 10:05 UTC

Update

We’re currently experiencing degraded performance issues with services in U.S. data center and delays in transaction processing on U.S., EU & SGP data centers. Our team is currently working to restore normal performance levels. We apologize for any inconvenience.

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 Apr 27, 2021 - 08:26 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Apr 27, 2021 - 06:55 UTC

Update

We are currently experiencing a delay in processing on US, EU & SGP data centers for Identity and Document Verification transactions. The team is working to resolve the issue as soon as possible and we will keep you posted with further updates.

Posted Apr 27, 2021 - 06:50 UTC

Investigating

We’re currently investigating the cause of our service interruption in US data center.

We apologize for any inconvenience and will post another update as soon as we learn more.

If you have any questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.

Posted Apr 27, 2021 - 06:28 UTC

This incident affected: US data center (performNetverify API, Identity Verification Web, Identity Verification SDK, Identity Verification Retrieval API, Identity Verification Processing, Identity Verification Callback, Customer Portal, Document Verification Processing, Fastfill API, Document Verification), SGP data center (Identity Verification Processing, Document Verification Processing), and EU data center (Identity Verification Processing, Document Verification Processing).