We are pleased to inform you that the recent instability has been resolved, and our Identity Verification Web client services are fully restored. 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 appreciate your patience.
Posted Nov 25, 2022 - 05:28 UTC
Monitoring
A fix has been implemented and we are monitoring the situation.
Posted Nov 25, 2022 - 05:26 UTC
Identified
The issue has been identified and a fix is being implemented.
Posted Nov 25, 2022 - 04:56 UTC
Investigating
We’re really sorry to be holding you up today. Please know that we have identified an instability with our Identity Verification Web client services. The liveness step will show 'please wait' message. The issue is affecting the accounts where the domain name prefix is not defined.
We would request to perform the following steps in your Jumio portal account if the domain name prefix is currently not defined.
1. Go to Settings => Identity Verification =>Application Settings. 2. Specify a subdomain in the "Domain name prefix" field, click on save, and click on the "submit" button when it asks the authorise the action.
Our engineering team is actively working to get everything up and running.
This incident affected: US data center (Identity Verification Web), EU data center (Identity Verification Web), and SGP data center (Identity Verification Web).