Socure Status Page

May 23, 2026 · resolved May 23

On May 23nd, 2026 between 12:20 AM ET and 1:12 AM ET, we observed 5xx errors returned by the EmailAuthScore endpoint for the DocV module. Minimal transaction failures occurred during this time. Errors have completely subsided and our team will share an RCA after analysis.

May 20, 2026 · resolved May 20

# **Root Cause Analysis** Report on Socure High SMS Handoff Failure Rate in DocV V5 May 20, 2026 ## **Summary** On May 20, 2026, starting at approximately 9:05 AM ET, Socure's Document Verification \(DocV\) V5 service experienced a significant increase in SMS handoff failures in the commercial production environment. End users were unable to receive SMS verification links. The issue was caused by the exhaustion of Socure's AWS End User Messaging monthly SMS sending budget, triggered by an abnormal volume of international SMS traffic. Socure applied account-level rate limiting, restricted international SMS delivery, and engaged AWS Support to expedite a budget increase. The incident was fully resolved at 12:15 PM ET on May 20, 2026. ## **Timeline** First Alert: May 20, 2026, 9:05 AM ET Issue Initially Contained: May 20, 2026, 9:20 AM ET Issue Resurfaced: May 20, 2026, 10:44 AM ET Issue Fully Resolved: May 20, 2026, 12:15 PM ET **Customer Impact Duration:** ~1 hour 46 minutes **Total Incident Lifecycle:** ~3 hours 10 minutes ## **Description of Incident** On May 20, 2026, at 9:05 AM ET, Socure's monitoring detected an elevated SMS handoff failure rate in DocV V5 for the commercial production environment. Investigation revealed that the AWS End User Messaging monthly SMS sending budget had been exhausted, driven by an abnormal volume of international SMS traffic originating from a single account.  Once the monthly budget limit was reached, AWS End User Messaging blocked all outbound SMS delivery from the account. Failures were permanent — messages were not retried once the limit was hit. ## **Impact** * 100% of SMS handoff attempts failed during the peak impact window * Affected customers' end users were unable to receive SMS verification links via DocV Socure immediately applied account-level rate limiting to reduce ongoing spend and requested an emergency budget increase from AWS. International SMS delivery to the top destination countries was also blocked to halt the spend burn while the root cause was addressed. AWS Support was formally engaged with details on traffic patterns and user opt-in flows. Socure published a status page communication to notify customers of the SMS delivery delays and ongoing mitigation efforts. The source of the abnormal traffic ceased sending, and the incident was fully resolved at 12:15 PM ET on May 20, 2026. ## **Resolution** Socure applied account-level rate limiting and blocked international SMS to some destination countries where we noticed unusual delivery pattern to immediately reduce the rate of budget consumption. AWS Support was engaged to expedite an increase to the monthly SMS sending budget. Once the abnormal traffic was stopped and the budget constraints were addressed, SMS delivery was restored. The incident was confirmed fully resolved at 12:15 PM ET on May 21, 2026. ## **Mitigation Plan** These measures are aimed at improving SMS delivery resilience and preventing similar incidents from affecting production environments in the future. _We are committed to transparency, timely remediation, and making the necessary improvements to prevent recurrence._

May 11, 2026 · resolved May 12

Our team has applied a fix to prevent any recurrence of latency and intermittent 5xx errors for DocV transactions calling Image Alert List. We appreciate your patience as our team worked through this issue.

May 8, 2026 · resolved May 8

Socure services have now fully recovered and are operating normally. System latency and performance metrics have returned to expected levels. Our engineering and operations teams will continue to work closely with AWS to conduct a comprehensive root cause analysis (RCA) of the incident. We will share the RCA publicly within the next few days once this review is complete.

Apr 21, 2026 · resolved Apr 21

The issue has been resolved and services are now operating normally. Thank you for your patience while our team worked to address this.