We are pleased to inform you that the issue has been resolved as of 2024-02-07 02:17 PM UTC. We genuinely apologize for the inconvenience we caused. Our engineering staff has taken great care to make sure that the cause of this issue does not occur again.
We have identified an issue with our Identity Verification in all data centers where currently no liveness images are returned in our Retrieval API. Please note that this is not impacting the user journey or liveness decision. Transactions can be completed as usual.
We know this is customer impacting so we are working on it urgently.
The issue started during this time: 2024-02-07 10:30 AM UTC
This incident affected: US data center (Identity Verification Web, Identity Verification SDK, Identity Verification Retrieval API, Identity Verification Callback), SGP data center (Identity Verification Web, Identity Verification SDK, Identity Verification Processing, Identity Verification Callback), and EU data center (Identity Verification SDK, Identity Verification Retrieval API, Identity Verification Processing, Netverify Callback).