Mar <var data-var='date'>26</var>, <var data-var='time'>14:01</var> UTC Resolved - Between 2026-03-26 11:07 UTC and 2026-03-26 12:50 UTC, we experienced a minor issue affecting PDF report generation. During this time, applicant PDF exports may have been incomplete. The issue has now been fully resolved. If your PDF report contains blank sections, missing pages, or looks incomplete, please generate the PDF report again. We apologize for any inconvenience caused. Please, contact our Support Team in case you have any questions!

Incomplete PDF reports for reports generated on 2026-03-26 between 11:07 UTC - 12:50 UTC

Mar <var data-var='date'>16</var>, <var data-var='time'>16:23</var> UTC Resolved - The incident affecting incoming client messages has been resolved. All systems are now operating normally.

Clients may be unable to contact us at this time.

Mar <var data-var='date'> 6</var>, <var data-var='time'>18:05</var> UTC Update - To mitigate the impact of the ongoing AWS power outage affecting the UAE region, we have temporarily launched part of our UAE production infrastructure in the EU region. This allows UAE users to continue operating and submitting verifications while the issue persists. Please note that some data may still be missing or incomplete, as we were not able to retrieve the full dataset from AWS before the outage occurred. As a result, certain records or synchronization states may be partially unavailable at this time. We will continue to monitor the situation closely and will restore full operations in the UAE region once the upstream provider resolves the incident. Thank you for your patience and understanding.Mar <var data-var='date'> 4</var>, <var data-var='time'>09:47</var> UTC Update - We are continuing to monitor for any changes with UAE AWS infrastructure availability.Mar <var data-var='date'> 3</var>, <var data-var='time'>09:13</var> UTC Update - The state of UAE AWS infrastructure remains unchanged according to Amazon updates. Our Team stays alert and follows the situation closely.Mar <var data-var='date'> 2</var>, <var data-var='time'>12:00</var> UTC Update - We are continuing to monitor for any changes with UAE AWS infrastructure availability.Mar <var data-var='date'> 2</var>, <var data-var='time'>11:32</var> UTC Update - We are continuing to monitor for any changes with UAE AWS infrastructure availability.Mar <var data-var='date'> 2</var>, <var data-var='time'>11:12</var> UTC Update - We are continuing to monitor for any changes with UAE AWS infrastructure availability.Mar <var data-var='date'> 2</var>, <var data-var='time'>11:10</var> UTC Update - We are continuing to monitor for any changes with UAE AWS infrastructure availability.Mar <var data-var='date'> 2</var>, <var data-var='time'>08:06</var> UTC Monitoring - We are currently experiencing infrastructure issues in the UAE region due to a confirmed power outage at our upstream provider's (AWS) datacenters. Users may experience temporary delays or intermittent availability of verification services, as well as impacted performance and data synchronization. We are closely monitoring the situation and apologize for any inconvenience this may cause. https://health.aws.amazon.com/health/status Other regions are not affected.

AWS UAE Region Infrastructure Degradation

Feb <var data-var='date'>26</var>, <var data-var='time'>15:00</var> UTC Resolved - Description: Between 15:00 and 18:08 UTC on February 26, 2026, one database node in our EU production cluster experienced network throttling, resulting in increased query latency. This manifested as general interface sluggishness and intermittent API response delays. Root Cause: A spike in traffic triggered AWS network throttling on the affected database instance, leading to degraded performance. Resolution: Traffic was redirected to another instance, restoring normal operation. Next Steps: We are strengthening network monitoring, reviewing instance sizing, and working with the platform team to implement additional traffic control measures to prevent recurrence.

EU Production Database Performance Incident

Feb <var data-var='date'>20</var>, <var data-var='time'>12:00</var> UTC Resolved - Between 20.02 (12:00 UTC) and 23.02 (18:00 UTC), during a scheduled aggregation tables migration, a configuration inconsistency caused partial data to not be fully reflected in the production aggregation layer. This affected certain rules relying on aggregate expressions for a limited period. Core monitoring and transaction processing were not impacted, and no data loss occurred. The issue has been resolved and aggregation data fully reconciled. Additional validation and automation controls have been implemented to prevent recurrence. As a precaution, we will automatically rescore all transactions evaluated by aggregate-based rules during the affected period. If you have any questions or require assistance, please contact our Support team.

Temporary Aggregation Inaccuracy in Transaction Monitoring Rules

Dec <var data-var='date'>15</var>, <var data-var='time'>15:45</var> UTC Resolved - Mobile SDK users experienced an issue during the Liveness verification step, where the interface could appear unresponsive and remain in a prolonged loading state. The issue has been fully resolved, and the service is currently operating normally. Affected period: 15:22 - 15:45 UTC

Liveness Initialization Issue

Dec <var data-var='date'>11</var>, <var data-var='time'>10:00</var> UTC Resolved - Our external service provider for AML verifications experienced technical issues, which caused some verifications to take longer than usual. Affected period: 10:04 - 10:11 UTC The issue has now been resolved, and services are operating normally.

AML verifications disruption

Dec <var data-var='date'>10</var>, <var data-var='time'>17:50</var> UTC Resolved - After review, no widespread or systemic issue was identified. A small number of isolated user reports indicated slower-than-usual loading times when accessing the liveness verification screen. The service remained fully available throughout the reported period. Overall system performance was stable, and the behavior appears to have been limited to individual cases rather than a broader service impact. Those reports will be investigated and fixed individually. Please contact Sumsub Support in case you have any questions!Dec <var data-var='date'>10</var>, <var data-var='time'>17:38</var> UTC Investigating - Some of clients reported unusually long loading times when accessing the liveness verification screen. In some cases, the screen took several minutes to appear, impacting the overall user experience during the verification process when using WebSDK. Our Team is currently investigating the matter. The service remains fully operational.

Delayed Liveness Initialization in WebSDK

Dec <var data-var='date'> 5</var>, <var data-var='time'>09:31</var> UTC Resolved - We experienced temporary service issues caused by a Cloudflare incident. https://www.cloudflarestatus.com/incidents/lfrm31y6sw9q Our traffic has been successfully rerouted to CloudFront, and all core services are now operating normally. Please note that our documentation (https://docs.sumsub.com), which is still hosted on Cloudflare, may experience temporary access issues.

Partial service disruption due to Cloudflare outage

Nov <var data-var='date'>28</var>, <var data-var='time'>16:26</var> UTC Resolved - We are happy to confirm the issue has been fully resolved. Should you have any additional questions, please, reach out to our Support team!Nov <var data-var='date'>28</var>, <var data-var='time'>12:47</var> UTC Monitoring - A fix has been implemented, and we're monitoring the results. If you're still experiencing issues, please contact support through a chat widget or business-support@sumsub.com.Nov <var data-var='date'>28</var>, <var data-var='time'>10:48</var> UTC Identified - We are currently experiencing a front-end issue affecting Transaction Monitoring, Travel Rule, and AML cases. Dashboard users may see an incorrect Full Name. No other fields are affected. AML hits are displaying proper information. Our technical teams ensured that the transactions and checks data on the backend are correct, and all the checks are performed correctly. The issue affects UI only. The root cause has already been identified, and a fix is being developed and will be deployed in the closest time. We'll keep this page updated.

Dashboard UI issue affecting Transaction Monitoring, Travel Rule, and AML cases

Nov <var data-var='date'>19</var>, <var data-var='time'>18:13</var> UTC Resolved - Root Cause: The issue was caused by significantly increased response times from the external provider API The system continued waiting for risk-scoring responses until reaching the maximum timeout, which led to slow queue processing and delays for handling of part of transactions. Next Steps: We will enhance our queue-management logic to better handle scenarios where third-party providers are involved in the scoring process.Nov <var data-var='date'>19</var>, <var data-var='time'>15:29</var> UTC Investigating - We are currently experiencing an issue affecting Transaction Monitoring and Payment Method Check Advanced (Crypto). Customers may see errors or experience slow verification time running Transaction Monitoring and/or Payment Method Check Advanced (Crypto) using Chainalysis and Crystal providers. Our technical teams are investigating the root cause and will provide an update as soon as possible.

Transaction Monitoring, Payment Method Check Advanced issues

Nov <var data-var='date'>19</var>, <var data-var='time'>18:03</var> UTC Resolved - The issue affecting our support ticketing system has been fully resolved. The disruption was caused by a temporary outage on the side of an external provider, which has now been restored to normal service. All incoming support tickets are being received and processed as expected.Nov <var data-var='date'>19</var>, <var data-var='time'>18:01</var> UTC Update - We are continuing to investigate this issue.Nov <var data-var='date'>19</var>, <var data-var='time'>17:19</var> UTC Investigating - We are currently experiencing an issue with our support ticketing system. New tickets cannot be submitted, received, or processed at the moment. Our team is actively investigating the issue and working toward a resolution. Further updates will be provided as soon as more details are available. Thanks for your patience and understanding!

Support Ticketing System Disruption

Nov <var data-var='date'>18</var>, <var data-var='time'>18:35</var> UTC Resolved - Cloudflare has resolved the incident. We can confirm that our services remained fully operational and were not affected at any time. If you experience any issues or have any questions, please don't hesitate to contact our support team via chat or business-support@sumsub.com.Nov <var data-var='date'>18</var>, <var data-var='time'>13:36</var> UTC Investigating - We are currently observing the ongoing Cloudflare Global Network incident (details: https://www.cloudflarestatus.com/incidents/8gmgl950y3h7). Our services remain operational — availability and verifications are not affected. However, there might be issues that are still unidentified. If you experience any issues, please don't hesitate to contact our support team via chat or business-support@sumsub.com.

Cloudflare-related issues

Oct <var data-var='date'>20</var>, <var data-var='time'>14:35</var> UTC Resolved - We can confirm that the technical issues with Video Verifications have been fully resolved. All systems are operating normally, and we have observed stable performance following the AWS recovery. Users have experienced issues with Video Verifications between 07:27 and 12:02 UTC. The service is now fully stable and operating as expected.Oct <var data-var='date'>20</var>, <var data-var='time'>12:26</var> UTC Monitoring - The technical issues affecting Video Verifications, caused by the earlier AWS outage in the US-EAST-1 (N. Virginia) region, have been mitigated. Our team is now closely monitoring the situation to ensure full stability and prevent any further disruptions. We will provide a final update once the issue is confirmed as fully resolved.Oct <var data-var='date'>20</var>, <var data-var='time'>11:24</var> UTC Update - AWS has reported ongoing recovery across most affected services in the US-EAST-1 (N. Virginia) region. As a result, support response times are gradually returning to normal. However, users still experience issues with Video Verifications, as certain AWS components used by our external provider remain impacted. Our team continues to monitor the situation closely and will provide further updates as recovery progresses.Oct <var data-var='date'>20</var>, <var data-var='time'>10:31</var> UTC Identified - Amazon Web Services (AWS) is currently experiencing a widespread service disruption affecting multiple systems across the US-EAST-1 (N. Virginia) region. Several of our external providers rely on AWS infrastructure and are impacted by this incident. As a result, some users on our platform may experience issues with Video Verifications and longer response times from our Support Team. Our team is actively monitoring the situation and implementing measures to reduce the impact. We will share further updates as soon as they become available. Start time: Oct 20, 2025 – 07:27 AM UTC

Partial service disruption due to AWS outage

Sep <var data-var='date'>10</var>, <var data-var='time'>14:30</var> UTC Resolved - We can confirm that the technical issues with our AML verification provider have been fully resolved. All systems are fully operational, and any delayed verifications have now been successfully processed. If you have any questions or need further assistance, please don’t hesitate to contact our support team.Sep <var data-var='date'>10</var>, <var data-var='time'>14:18</var> UTC Monitoring - The technical issues with our AML verification provider have reportedly been resolved. We are closely monitoring the situation to ensure stable performance and working to minimize any remaining impact.Sep <var data-var='date'>10</var>, <var data-var='time'>14:08</var> UTC Identified - Our external service provider for AML verifications is currently experiencing technical issues. As a result, some verifications may take longer than usual until the issue is resolved. Our team is working closely with the AML provider to investigate the incident, and we will share further updates as soon as they become available.

Aug <var data-var='date'>19</var>, <var data-var='time'>16:00</var> UTC Resolved - A technical issue with our video codec checks caused some limited number of applicants undergoing the liveness check between 16:10 UTC and 16:36 UTC to be incorrectly rejected with "Fraudulent liveness" (FRAUDULENT_LIVENESS) rejection reason after several faulty re-tries. Other types of checks were not affected. Please, see the post-mortem for detailed description.

Incorrect Liveness Rejections

Aug <var data-var='date'> 4</var>, <var data-var='time'>12:28</var> UTC Resolved - Following Cloudflare’s confirmation that the incident has been resolved, our team has observed no further issues and can confirm that services are stable. We remain at your disposal for any additional questions, which you can address to our Support team. More details about the incident can be found at Cloudflare's status page: https://www.cloudflarestatus.com/incidents/ffwzxb94kxk9Aug <var data-var='date'> 4</var>, <var data-var='time'>11:34</var> UTC Monitoring - Our Services have now returned to a fully operational state. Our team continues to be on standby in order to monitor the situation closely and prevent any further disruptions.Aug <var data-var='date'> 4</var>, <var data-var='time'>11:14</var> UTC Identified - Our team has confirmed that the incident is related to an ongoing issue with Cloudflare: https://www.cloudflarestatus.com/incidents/ffwzxb94kxk9 As our infrastructure relies on Cloudflare services to operate, this may be impacting API performance and overall platform stability. We are closely monitoring the situation and will provide updates as they become available.Aug <var data-var='date'> 4</var>, <var data-var='time'>10:57</var> UTC Investigating - We are aware of ongoing API timeouts and general platform instability, as reported by several users. Our team is actively investigating the issue and implementing measures to restore full stability. We are sorry for the inconvenience and will keep you posted.

Possible API timeouts

Aug <var data-var='date'> 1</var>, <var data-var='time'>17:02</var> UTC Resolved - Our Engineering Team has confirmed the incident is fully resolved, no issues have been found during the monitoring phase. A postmortem will be published later. Please contact our Support should you have any questions or issues related to this incident. Thank you!Aug <var data-var='date'> 1</var>, <var data-var='time'>16:07</var> UTC Monitoring - The attack has been successfully mitigated, and the platform is now stable. All systems are operating normally. We’re continuing to monitor closely for the next hour to ensure there's no consequence left.Aug <var data-var='date'> 1</var>, <var data-var='time'>15:25</var> UTC Investigating - We are currently experiencing a Distributed Denial of Service (DDoS) attack which is impacting the stability of our API and platform. Some users may encounter slower verifications or temporary unavailability of service. Possible API timeouts can happen as well. Our engineering team is actively working to mitigate the issue and restore full service. Protective measures are being deployed, and we’ll continue to provide updates as we make progress. Thank you for your patience and understanding.

Temporary platform instability

Jul <var data-var='date'> 1</var>, <var data-var='time'>09:30</var> UTC Resolved - After an hour of thorough monitoring, we can confidently confirm that the issue has been fully resolved. The WebSDK is fully operational, and no further reports of the problem have been received. If you experience any other issues or have questions, please don’t hesitate to reach out to Sumsub Support!Jul <var data-var='date'> 1</var>, <var data-var='time'>08:34</var> UTC Monitoring - Our team has successfully mitigated the issue, and now the WebSDK should be fully operational. We are continuing to monitor the situation for any further changes.Jul <var data-var='date'> 1</var>, <var data-var='time'>08:31</var> UTC Investigating - We are currently receiving numerous reports of issues concerning the WebSDK. Specifically, in some instances, the screen wouldn't complete loading the interface. Our team is currently investigating the issue and is working on mitigating the problem. We apologize for any inconvenience this may cause and appreciate your patience. Updates will be provided as soon as more information is available. Thank you for your understanding.

WebSDK stuck on loading screen

Mar <var data-var='date'>13</var>, <var data-var='time'>17:31</var> UTC Resolved - We are happy to confirm the Dashboard appearance is back to normal. Should you still experience any issues with the Dashboard visual representation or have any additional questions, do not hesitate to contact Sumsub Support!Mar <var data-var='date'>13</var>, <var data-var='time'>17:22</var> UTC Investigating - Some of our clients have reported visual issues with our Dashboard (cockpit.sumsub.com). Dashboard page might look incompletely loaded, containing artifacts and glitches. Issue affects only visual dashboard appearance. There's no impact on verification process or service otherwise. Our technical teams are investigating the problem and will provide an update as soon as possible. We apologize for the inconvenience!

Dashboard visual issues

Feb <var data-var='date'>24</var>, <var data-var='time'>17:34</var> UTC Resolved - After several hours of extensive monitoring and testing, issue is confirmed to be resolved. Our Team has conducted additional series of checks and tests to ensure the delivery remains stable. If you have any further issues or questions, please contact Sumsub Support!Feb <var data-var='date'>24</var>, <var data-var='time'>14:27</var> UTC Monitoring - We are happy to report that SMS delivery issues have been resolved and we are now actively monitoring the system to ensure stability. Thank you for your patience. Please reach out to Sumsub Support if you experience any further issues.Feb <var data-var='date'>24</var>, <var data-var='time'>10:32</var> UTC Investigating - We are currently experiencing temporary SMS delivery issues affecting some users. Our team is actively investigating the issue and working with SMS service providers to resolve the issue as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience. Updates will be provided as soon as more information is available. Thank you for your understanding.

Temporary SMS delivery issues

Jan <var data-var='date'>19</var>, <var data-var='time'>20:11</var> UTC Resolved - We would like to inform that the issue is now fully resolved, verification time is back to normal, all delayed users are completely processed. Our Team has conducted additional series of checks and tests to ensure the services remain stable. We confirm the problem has been fully mitigated as of now. An unprecedented burst of traffic hit our systems in a very short timeframe, causing an extreme spike in load and leading to the issue. We have implemented measures to handle increased demand more effectively, and our team will continue monitoring to ensure stable service going forward.Jan <var data-var='date'>19</var>, <var data-var='time'>17:51</var> UTC Monitoring - We are pleased to report that the internal service responsible for verification processing has been successfully restored. Our team is now focused on addressing any remaining consequences from the incident—such as clearing backlogs or reconciling delayed verifications and monitoring the system stability.Jan <var data-var='date'>19</var>, <var data-var='time'>17:25</var> UTC Investigating - One of our internal services, responsible for verifications, has experienced a failure. As a result, some users may encounter delayed verifications. Verification processes amay experience significant delays, which may affect user onboarding, transaction approvals, or other verification-dependent workflows. The service downtime may lead to extended waiting periods for end-users or automated processes requiring verification. The engineering team is actively investigating the root cause of the service failure. Temporary workarounds are being explored to reduce user impact while the service is being restored.

Temporary verification disruptions

Dec <var data-var='date'>16</var>, <var data-var='time'>09:00</var> UTC Resolved - 09:05 to 09:40 UTC (35 minutes) During this period, a small number of 5XX errors may have been observed by some of our clients accessing our API endpoints. These errors were caused by an issue encountered during a planned infrastructure change. We are pleased to inform you that the service is operating normally, and no further action is required. If you experience any lingering issues or have concerns following this incident, please don't hesitate to contact Sumsub Support for assistance.

Incident Report: Temporary Elevation of API Errors During Planned Infrastructure Change (09:05–09:40 UTC)

Jul <var data-var='date'>11</var>, <var data-var='time'>10:30</var> UTC Resolved - We experienced a brief disruption in our API services on July 11th, 2024, between 10:34 and 10:40 (UTC), during which some requests to api.sumsub.com returned 5XX errors. Our team swiftly addressed the issue, and the platform was fully operational and stable after six minutes. We are conducting a thorough investigation to understand the root cause and implement measures to prevent future occurrences. If you continue to experience any issues, please contact Sumsub Support for assistance. We apologize for any inconvenience this may have caused and appreciate your understanding and cooperation.

Temporary API Disruption on July 11th, 2024

May <var data-var='date'>13</var>, <var data-var='time'>16:37</var> UTC Resolved - We are happy to announce that the issue is considered as fully resolved. Our Team has conducted additional series of checks and tests to ensure the issue is fixed. We do confirm that service performance remains perfect and there is no impact on service operation. Thank you for your patience!May <var data-var='date'>13</var>, <var data-var='time'>15:43</var> UTC Monitoring - We are pleased to inform you that the problem was succesfully mitigated. You can expect no further impact on our services' performance. Our team is still continuing to monitor the situation and does additional investigation of the issue. We will continue to monitor the system closely for the next 30 minutes to ensure stability and optimal performance. Should there be any further issues, we will take immediate action and provide you with an update.May <var data-var='date'>13</var>, <var data-var='time'>15:18</var> UTC Investigating - We're currently investigating possible timeouts of requests to our services. Our team is actively working to identify the root cause and resolve the issue with the highest priority. We apologize for any inconvenience this may cause and are currently doing our best to resolve this as quickly and safely as possible. We will continue to monitor the situation and provide another update in 30 minutes, or sooner if there are any significant changes.

Is Sumsub down?

Sumsub status is PARTIAL OUTAGE

Components with issues

Lastest published events

Incomplete PDF reports for reports generated on 2026-03-26 between 11:07 UTC - 12:50 UTC

Clients may be unable to contact us at this time.

AWS UAE Region Infrastructure Degradation

Sumsub Services, Components and Regions

Recent Sumsub events

Incomplete PDF reports for reports generated on 2026-03-26 between 11:07 UTC - 12:50 UTC

Clients may be unable to contact us at this time.

AWS UAE Region Infrastructure Degradation

EU Production Database Performance Incident

Temporary Aggregation Inaccuracy in Transaction Monitoring Rules

Liveness Initialization Issue

Get your FREE account now,
5 monitors included!

Is Sumsub down?

Sumsub status is PARTIAL OUTAGE

Components with issues

Lastest published events

Incomplete PDF reports for reports generated on 2026-03-26 between 11:07 UTC - 12:50 UTC

Clients may be unable to contact us at this time.

AWS UAE Region Infrastructure Degradation

Sumsub Services, Components and Regions

Recent Sumsub events

Incomplete PDF reports for reports generated on 2026-03-26 between 11:07 UTC - 12:50 UTC

Clients may be unable to contact us at this time.

AWS UAE Region Infrastructure Degradation

EU Production Database Performance Incident

Temporary Aggregation Inaccuracy in Transaction Monitoring Rules

Liveness Initialization Issue

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!