Onfido Status Page

Sep 30, 2026 · resolved Sep 30

This incident has been resolved

Sep 22, 2026 · resolved Sep 22

3rd party provider is back online. Checks previously stuck have been processed now.

Sep 7, 2026 · resolved Sep 7

Between 14:30 and 15:30 UTC, customers in the CA region experienced degraded access to the Public API. A faulty deployment in the authentication layer caused valid tokens to be incorrectly rejected, resulting in failed API requests. The issue has been fully resolved. No action is required on your end. We apologise for the disruption.

Sep 1, 2026 · resolved Sep 1

### Summary On 1 September 2026, from 13:21 UTC to 13:45 UTC, users attempting document capture in the Web SDK were unable to finish their session. This also extended to native Entrust IDV SDK’s for configurations that contain web modules. Native Onfido Android and iOS SDKs were unaffected. ### Root Causes A routine update to a container image for our document configuration service introduced a regression to the synchronization job that updates the documents list. This resulted in the endpoint that our SDKs use to fetch documents returning `500` errors. This prevented web SDK flows from proceeding. Our native SDKs use a backup document list which allowed them to continue as normal. Our progressive roll-outs are designed to catch service faults before they become significant. However, the synchronization job failure did not mark the readiness probe as unhealthy, so the rollout continued. ### Timeline _13:10 UTC:_ We started a progressive rollout of the change. _13:21 UTC_: The service was fully rolled out leading to errors on impacted SDK functionality. _13:26 UTC:_ Monitoring alerted the team. _13:44 UTC:_ Cause identified and change rolled back. _13:45 UTC:_ Service restored. ### Remedies * We will add missing automated testing coverage to ensure that we catch these cases in the future. * We will add a fallback document list to the Web SDK, similar to the mechanism present in the native SDKs, to ensure it can still function in the case of any similar future failures. * We will fix the progressive rollout to ensure that the rollout will not continue in the case that something has gone wrong with synchronizing documents.

Aug 26, 2026 · resolved Aug 26

## Summary On August 26, 2026, an increase in the consider rate of Known Faces was observed during the period between 15:00 and 18:00 UTC. The overall observed consider rate of Known Faces increased from ~6% to ~23% across all regions. Perceived increase may have been higher or lower, depending on the client’s specific geography or vertical. The was driven by a change to how matching scores are calculated for Known Faces matches, which inflated scores for non-matching faces and thus causing many reports to return false matches and a **consider** result. ## Root Causes The change introduced a new algorithm for scoring matching faces, which is intended to improve Known Faces recall performance. This was extensively evaluated and validated by internal benchmarks before being released. Inadvertently, the transition from benchmarks to production partially failed to account for particular production environment characteristics. At the root, a single constant wasn’t properly converted in the transition, resulting in wrong behavior of the new scoring algorithm. ## Timeline     15:20 UTC: Change to Known Faces is released     17:35 UTC: Increased consider rate on Known Faces is noticed.     17:50 UTC: Change is rolled back. Consider rate drops soon after. ## Remedies We are reviewing internal benchmarks and testing procedures which can increase the safety of this kind of change. Specifically, ensuring internal testing reflects the real production landscape when it comes to datasets and that transitions from internal benchmarks and experiments to production are thoroughly tested. In addition, change procedures will be carried out with tighter monitoring so it allows us to notice and act faster.

Is Onfido down right now?

No — Onfido is up. All systems operational as of Oct 12, 4:53 AM UTC.

What is Onfido's current status?

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