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.
Dec 11, 10:00 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 10, 17:50 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.
Dec 10, 17:38 UTC
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.
Dec 5, 09:31 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 28, 16:26 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 28, 12:47 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.