Oct <var data-var='date'> 5</var>, <var data-var='time'>12:35</var> UTC Identified - Some internet providers in Vietnam are currently blocking connections to our services. As a result, some end users in Vietnam may be unable to load the verification flow or finish the liveness/selfie step. The impact is limited to a small number of users on the affected networks. As a workaround, affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. Clients with VPN/proxy restrictions enabled may want to review flagged applicants from Vietnam during this period. We are investigating the cause internally. We will post updates on this incident weekly, and sooner if there is significant progress. Oct <var data-var='date'> 2</var>, <var data-var='time'>20:40</var> UTC Investigating - We are investigating reports of connectivity issues affecting some end users in Vietnam. Affected users may fail to load the verification flow or the liveness/selfie step, or get connection errors in the Mobile or Web SDK. Verification from other regions or countries is not affected. We will post an update as soon as we have more information.

Connectivity issues for some users in Vietnam

Sep <var data-var='date'>14</var>, <var data-var='time'>13:00</var> UTC Resolved - Between 13:23 and 15:13 UTC, we experienced a temporary issue affecting applicant search functionality. As a result, some applicant search requests in the Dashboard and CSV exports may have been unavailable or returned errors. New verifications continued to be created and processed during this period. The issue has been fully resolved.

Dashboard applicant search impaired

Aug <var data-var='date'>31</var>, <var data-var='time'>08:00</var> UTC Resolved - Between 08:15 and 08:28 UTC, we experienced a complete service outage. The incident was caused by a software bug in a critical code path handling all API requests, which was triggered by a configuration change. The issue has been resolved and the service has been restored.

Complete Service Outage

Jul <var data-var='date'>20</var>, <var data-var='time'>17:07</var> UTC Resolved - The intermittent issue has been fully resolved. Systems have been operating without issue for over 30 minutes. All applicants affected during the brief degradation window were automatically re-screened and processed successfully. All AML screening services are now functioning normally. Jul <var data-var='date'>20</var>, <var data-var='time'>16:07</var> UTC Update - Errors are occurring sporadically, and overall error counts remain low; most applicant screenings are processing normally. Applicants affected during this window are being automatically re-screened by our system to ensure processing is completed. Jul <var data-var='date'>20</var>, <var data-var='time'>15:55</var> UTC Update - We are continuing to monitor for any further issues. Jul <var data-var='date'>20</var>, <var data-var='time'>15:52</var> UTC Monitoring - We are currently monitoring intermittent issues with our AML screening provider, ComplyAdvantage. Customers utilizing the default ComplyAdvantage CSOM service may experience delays or errors with AML Screening, which could temporarily increase overall applicant verification times. The service has experienced brief spikes in errors since 14:52 UTC, followed by temporary recovery. While the system is currently functioning normally, we are actively monitoring the situation closely and will provide updates as needed.

Performance Degradation: AML Screening

Jul <var data-var='date'>14</var>, <var data-var='time'>07:00</var> UTC Resolved - Between 07:02 and 07:15 UTC, some users may have encountered a 403 Forbidden error when initializing the SDK, which prevented applicant verification requests from being processed. The root cause of the issue is related to developed feature misconfiguration that caused the feature to be applied more broadly than intended. Our monitoring systems detected the unexpected behavior, and the change was disabled within several minutes We identified the underlying issue and implemented a fix. The issue has been fully resolved. This incident is being reported retrospectively for transparency.

SDK Initialization Failures

Jun <var data-var='date'> 3</var>, <var data-var='time'>08:00</var> UTC Resolved - We identified and resolved an issue that caused TM creation requests to return 400 errors when the transaction included an invalid full name. This affected only a limited number of transactions where the full name value was incorrect. Transactions with valid full name data were not impacted. As the affected requests failed validation before transaction creation, no affected transactions were created in our system. Affected transactions need to be recreated by the client. This incident is being reported retrospectively for transparency. UTC time: 8:08 - 9:05

Limited TM creation failures due to invalid full name data

May <var data-var='date'>28</var>, <var data-var='time'>19:06</var> UTC Resolved - The infrastructure provider confirmed an incident and currently investigating the root cause. Ticketing functionality is restored, all previous messages can be resubmitted and processed by the support team. May <var data-var='date'>28</var>, <var data-var='time'>17:39</var> UTC Investigating - Our Support systems are currently experiencing outage caused by a failure at our infrastructure provider. As a result, all messaging channels and ticketing workflows are unavailable. Slack, Telegram and Dashboard chats are non-functional. Messages are not reaching Support Team. Ticket creation — blocked. New tickets cannot be created via any channel. Existing ticket replies — not visible to the support team. Customer replies on open tickets are not appearing in our systems The issue is on the provider's side and is outside our control. Although no ETA available at this time, we are actively investigating with our provider to return service back to operational state.

Temporary ticketing system outage

May <var data-var='date'>28</var>, <var data-var='time'>07:21</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>27</var>, <var data-var='time'>15:33</var> UTC Investigating - We are currently investigating an issue where our public documentation site is not loading. The issue appears to be related to an external documentation platform outage. There is no impact on Sumsub product functionality or business operations. Our team is monitoring the situation and will provide an update once more information is available.

Public documentation unavailable

May <var data-var='date'>26</var>, <var data-var='time'>18:26</var> UTC Resolved - The issue has been fixed, and access to the affected Admin Panel sections has been restored. The incident was caused by a very specific edge-case bug affecting only a limited role configuration. No broader impact has been identified. May <var data-var='date'>26</var>, <var data-var='time'>17:27</var> UTC Identified - We are currently investigating an issue affecting access to some sections of the Admin Panel for users with a specific account role. The impact appears to be limited. Our team is checking the root cause and will provide an update once more information is available.

Limited access issue in the Admin Panel

May <var data-var='date'>20</var>, <var data-var='time'>15:00</var> UTC Resolved - Between 15:00 and 15:13 UTC, we experienced a brief service disruption caused by a Cloudflare DNS timeout. During this period, a small amount of requests failed with 5XX errors. The issue has been resolved, and services are operating normally. We apologize for the inconvenience and appreciate your patience.

CloudFlare DNS issue

May <var data-var='date'>20</var>, <var data-var='time'>07:25</var> UTC Resolved - The incident has been resolved, and service stability has been fully restored. Mitigation measures have been applied, and our teams have confirmed normal platform operation. We will continue monitoring the infrastructure, and a detailed incident review will follow internally. Thank you for your patience and understanding. May <var data-var='date'>19</var>, <var data-var='time'>08:35</var> UTC Update - Our Team is still implementing anti-DDoS measures and actively monitoring the situation. The bot traffic pattern observed is specifically designed to bypass standard protection layers, including Cloudflare/CloudFront solutions typically used to mitigate such hybrid attacks. Our engineering team has been actively implementing additional in-house mitigation measures to manage and reduce the impact. The situation remains under close monitoring. Our API, SDK, and Sumsub domain continue to operate without major interruptions, with only occasional short-lived disruptions (typically lasting up to 5 minutes) during the rollout of additional protection measures in response to evolving attack patterns. Our teams remain fully engaged in mitigation and stabilization efforts. May <var data-var='date'>18</var>, <var data-var='time'>07:37</var> UTC Monitoring - The source of the ongoing DDoS attack has been identified, and mitigation measures have been applied to minimize the impact on platform stability and service availability. Our teams continue to closely monitor the infrastructure and traffic patterns. While the situation has stabilized, some intermittent disruptions may still occur during the monitoring period. May <var data-var='date'>18</var>, <var data-var='time'>07:15</var> UTC Identified - We have identified ongoing DDoS attack activity affecting parts of our infrastructure, which may result in intermittent service disruptions and increased response times for some customers. Our engineering and infrastructure teams are actively working on mitigation measures and continuously monitoring platform stability. We are prioritizing service availability restoration and will continue providing updates as the situation evolves. May <var data-var='date'>18</var>, <var data-var='time'>05:42</var> UTC Investigating - We are currently experiencing another DDoS attack affecting parts of our infrastructure and service availability. Our engineering and infrastructure teams are actively applying mitigation measures and closely monitoring platform stability. Some services may experience intermittent disruptions or increased response times during this period. We will continue to provide updates as more information becomes available.

DDos attack

May <var data-var='date'>17</var>, <var data-var='time'>18:51</var> UTC Resolved - The incident has been resolved, and all services are operating normally. Our teams will continue monitoring the platform to ensure ongoing stability. We appreciate your patience and understanding throughout the incident. May <var data-var='date'>17</var>, <var data-var='time'>18:46</var> UTC Update - We are continuing to monitor for any further issues. May <var data-var='date'>17</var>, <var data-var='time'>06:09</var> UTC Monitoring - The DDoS attack activity has subsided, and our services are currently operating normally. Our teams continue to closely monitor the platform to ensure ongoing stability and respond quickly to any further abnormalities. May <var data-var='date'>16</var>, <var data-var='time'>15:15</var> UTC Identified - Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.

May <var data-var='date'>16</var>, <var data-var='time'>13:37</var> UTC Resolved - Our Team has succesfully concluded the incident resolved. Everything is now operational. The attack took place between 07:15 UTC and 8:00 UTC. During the attack, we received a spike of 20–30x increase in total requests. The attack is still ongoing; However, our Team has mitigated it for now and are working with Cloudflare on a more reliable permanent solution. If you have any questions, please, don't hesitate to contact Support. May <var data-var='date'>16</var>, <var data-var='time'>08:17</var> UTC Monitoring - We have succesfully identified and blocked the source of attack. Currently the Team is reviewing the attack aftermath. All systems are up and operational. We will keep monitoring the situation for some additional time to ensure the incident is fully addressed. Thank you! May <var data-var='date'>16</var>, <var data-var='time'>07:30</var> UTC Identified - Our service is currently being targeted by a DDoS attack. Our Team is implementing counter measures at the moment. We will keep you posted.

May <var data-var='date'> 5</var>, <var data-var='time'>12:32</var> UTC Resolved - We are pleased to confirm the system was operational for the last 12 hours. The root cause has been identified and a permanent fix has been implemented. All affected support tickets were reopened and processed. Our team is available through all the usual channels to assist you. Thank you for your patience throughout this process! May <var data-var='date'> 4</var>, <var data-var='time'>21:46</var> UTC Update - We will continue to monitor for any further issues to ensure the problem is completely resolved. May <var data-var='date'> 4</var>, <var data-var='time'>21:46</var> UTC Monitoring - We are currently investigating an issue affecting our Support integration in Slack. The integration had stopped working as expected, and some tickets were being closed automatically without manual action. Our team has restored the normal operations. The affected tickets will be automatically re-opened and taken back into work without any manual actions from your side. We are continuing to investigate the root cause of the issue and apologize for any inconvenience this may have caused.

Support integration for Slack

Apr <var data-var='date'>28</var>, <var data-var='time'>10:08</var> UTC Resolved - As there is currently no estimated time of resolution from AWS regarding the UAE region outage, we are closing this incident. All affected customers have been successfully migrated to alternative regions shortly after the incident began, and services are fully operational. Our services remain available and can be used as usual — no action is required on your side. Once the upstream infrastructure in the UAE region is restored and stable, we will automatically migrate operations back without disruption. We will continue to monitor the situation internally and appreciate your understanding. Should you have any particular concerns in regards to this incident, please, feel free to reach our Support Team. 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

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.

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.

Is Sumsub down?

Sumsub status is UP

Lastest published events

Connectivity issues for some users in Vietnam

Dashboard applicant search impaired

Complete Service Outage

Sumsub Services, Components and Regions

Recent Sumsub events

Connectivity issues for some users in Vietnam

Dashboard applicant search impaired

Complete Service Outage

Performance Degradation: AML Screening

SDK Initialization Failures

Limited TM creation failures due to invalid full name data