IDVerse Outage History

Started Oct 21, 2026, 09:44 PM UTC· resolved Oct 22, 2026, 01:43 AM UTC

1. monitoring Oct 21, 2026, 09:44 PM UTC

   As part of our ongoing commitment to platform security, we are proactively applying security updates across IDVerse Enterprise environments in response to recently disclosed vulnerabilities affecting an underlying technology component. IDKit updates are complete, while Engine and Core platforms are unaffected by the identified vulnerabilities. These platforms are not impacted by the Enterprise maintenance activities. Our Engineering and Security teams are actively managing this process to maintain the security and integrity of our services while minimising customer impact. Enterprise services remain operational. Some customers may experience temporary service interruptions during maintenance. Affected customers will receive direct communication regarding scheduling and any necessary actions in advance.

2. resolved Oct 22, 2026, 02:51 AM UTC

   As part of our ongoing commitment to platform security, we have completed the deployment of security updates (as of of 12:43pm AEDT) addressing the recently disclosed vulnerabilities. Our Engineering and Security teams are continuing further infrastructure maintenance and upgrades to strengthen the security and reliability of our services. Services remain operational. Some Enterprise customers may experience temporary service interruptions during the remaining maintenance activities. Affected customers will receive direct communication regarding scheduling and any required actions in advance.

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Started Sep 17, 2026, 02:25 AM UTC· resolved Sep 17, 2026, 04:34 AM UTC

1. investigating Sep 17, 2026, 03:52 AM UTC

   DVS have advised as of 17 September 2026 — 12:25PM AEST of an unscheduled outage impacting passport documents. You may receive system errors 'S' responses until the issue is resolved.

2. identified Sep 17, 2026, 03:53 AM UTC

   The root cause has been identified and restoration is in progress

3. resolved Sep 17, 2026, 04:34 AM UTC

   This issue was resolved 17/09/2026 1:52 PM AEST

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Started Jul 16, 2026, 09:46 AM UTC· resolved Jul 16, 2026, 01:15 PM UTC

1. investigating Jul 16, 2026, 10:20 AM UTC

   Starting at 12:45 AM PDT, we are experiencing increased 5xx errors when accessing IDKE enterprise sites via the portal or API for CloudFront customers utilizing VPC Origins connectivity. We have confirmed that customers utilising other origin types are not impacted by this issue. Our engineers are engaged and are actively working to mitigate impact. As a workaround, customers who do not require VPC Origins can change their origin type to resolve the errors. We will provide another update by 3:15 AM PDT, or sooner if more information becomes available.

2. identified Jul 16, 2026, 10:21 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jul 16, 2026, 11:31 AM UTC

   We are continuing to investigate the issue affecting access to our Production and Staging environments for select clients. Our provider has identified the underlying cause of the disruption. A mitigation strategy has now been developed and is currently undergoing testing. Once testing is complete, this will be rolled out in a carefully managed, phased approach to restore normal service. We will provide a further update when significant developments arise.

4. monitoring Jul 16, 2026, 12:05 PM UTC

   A fix is now being rolled out by our provider to resolve the affected Production and Staging environments. Early indicators show signs of recovery, with users beginning to regain access to their environments. Our teams are continuing to monitor the situation closely as the fix is deployed to ensure connectivity is fully and consistently restored across all affected clients. We will confirm once normal service has been fully restored. Thank you for your patience and understanding while this incident was resolved.

5. monitoring Jul 16, 2026, 12:06 PM UTC

   We are continuing to monitor for any further issues.

6. resolved Jul 16, 2026, 01:15 PM UTC

   We are pleased to confirm that the issue affecting access to our Production and Staging environments has now been fully resolved. The fix rolled out by our infrastructure provider has been successfully deployed, and connectivity has been restored across all affected client environments. Our teams have monitored the situation closely to ensure service is operating normally and remains stable. If you continue to experience any difficulties accessing your environment, please don't hesitate to reach out to our support team, who will be happy to assist. We appreciate your patience and understanding throughout this incident.

7. postmortem Jul 28, 2026, 09:15 AM UTC

   # **504 Gateway Timeout Error** ## **Description** On 16th July 2026, Amazon CloudFront experienced a global service degradation affecting customers using VPC Origins connectivity between 08:45 BST and 12:18 BST. The issue impacted the routing of traffic between CloudFront and private origin services resulting in failed access to some client Enterprise sites. This service interruption was presented as 504 Gateway Timeout errors when navigating to the client site. Amazon’s mitigation was deployed and connectivity to affected environments was restored. A fix was deployed by Amazon at 13:05 BST and after a period of monitoring the incident was resolved at 14:15 BST. The underlying cause was an upstream CloudFront connectivity issue and not a failure within the IDVerse application itself. ## **Impact** Some Enterprise clients were not able to access their production or staging environments via the portal or the API. ## **Root Cause** The Amazon CloudFront service had a global service degradation which disrupted the connectivity to IDVerse Enterprise Production and Staging environments and caused users to experience 504 Gateway Timeout errors. ## **Were clients affected?** Yes. Access to production and staging instances via the portal or API was interrupted. ## **Were end-users affected?** Yes. Transactions could not be created and sent to end-users. ## **Future Improvements** Improved alerting for 3rd party incidents. ## **Remediation** N/A

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Started Jun 12, 2026, 12:00 AM UTC· resolved Jun 12, 2026, 12:53 AM UTC

1. resolved Jun 12, 2026, 04:24 AM UTC

   Document/s Affected: All Document Types Start Date and Time: 12 June 2026 — 10:00AM AEST End Date and Time: 12 June 2026 — 12:15PM AEST Issue is now resolved. Last failed transaction was at 10:53 AM.

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Started Jun 04, 2026, 02:34 AM UTC· resolved Jun 30, 2026, 10:29 PM UTC

1. monitoring Jun 04, 2026, 02:34 AM UTC

   As part of ongoing platform lifecycle and security management activities, certain IDVerse Enterprise staging environments have transitioned to a controlled access model in alignment with current LexisNexis Risk Solutions security standards. The staging environments themselves remain operational and available for active delivery, testing, and migration activities where required. Access is now managed through a coordinated enablement process based on active business or project requirements. If staging access is currently returning error '503', the IDVerse team can assist with enabling access for agreed periods through the standard support and coordination process. For questions or to re‑activate access, please reach out to IDVerse Support via the appropriate support channel: - Support portal: https://lnrs.my.site.com/IDVerseSupportDesk - Email: [email protected]

2. resolved Jun 30, 2026, 10:29 PM UTC

   This incident has been resolved.

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Started May 29, 2026, 06:18 AM UTC· resolved Jul 09, 2026, 03:09 AM UTC

1. identified May 29, 2026, 06:18 AM UTC

   The Australian Communications and Media Authority (ACMA) has issued an urgent call-to-action for organisations that use branded SMS messages sending to Australian Phone Numbers. A new mandatory SMS Sender ID Register will apply from 1 July 2026. To find out more please read: https://enterprise.docs.idverse.com/docs/required-information-for-sender-id-registrations

2. resolved Jul 09, 2026, 03:09 AM UTC

   This incident has been resolved.

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Started Apr 07, 2026, 04:07 AM UTC· resolved Apr 07, 2026, 09:37 AM UTC

1. investigating Apr 07, 2026, 04:07 AM UTC

   DVS have advised as of 7 April 2026 — 1:31PM AEST of an intermittent outage impacting Medicare cards You may receive system errors 'S' responses until the issue is resolved

2. resolved Apr 08, 2026, 06:18 AM UTC

   Services were restored as of 7:37PM 07 April 2026 AEST

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Started Feb 08, 2026, 04:16 PM UTC· resolved Feb 09, 2026, 12:18 AM UTC

1. investigating Feb 08, 2026, 04:16 PM UTC

   This has been confirmed as a 3rd party provider outage 'IPQS' https://www.ipqualityscore.com/. This is used for GeoFlagging https://ocrlabs.atlassian.net/servicedesk/customer/portal/1/article/1870462988. Previously the action was to wait for IPQS to come back online and then look at impacted transactions and have them re-processed. This is remaining to be the best course of action , however we will update once we know further. Please reach out if you require an immediate update in the meantime.

2. identified Feb 08, 2026, 04:47 PM UTC

   The issue has been identified and awaiting further details from IPQS

3. monitoring Feb 08, 2026, 11:27 PM UTC

   The service is back up, monitoring impacted sites for further confirmation.

4. resolved Feb 09, 2026, 12:18 AM UTC

   As of 10:00 AM, the issue has been fully resolved, and all transactions should now be processing as normal. If you would like us to reprocess the transactions so the DFA results can be re-run, please let the support team know and we’ll take care of it.

5. postmortem Feb 17, 2026, 09:06 PM UTC

   ## Summary Between 8 February 4:00 PM AEDT \(5:00 AM UTC\) and 9 February 10:00 AM AEDT \(11:00 PM UTC\), transactions completed on Enterprise versions 4.8.0 to 4.10.91 returned a “high-risk” outcome for Document Fraud Analysis \(DFA\). This occurred due to missing IP-based geolocation data from a third-party service used during transaction processing. In line with our platform design, where external signal failures default to a conservative outcome, transactions were automatically returned as high-risk rather than allowing a potential false approval. The issue has since been resolved. Product improvements have been released to reduce dependency sensitivity to this signal in future. ‌ ### **Impact** All identity verification transactions during the affected period returned a DFA “high-risk” result, irrespective of whether the individual was genuine or fraudulent. * There was no increase in fraud risk or exposure. * No security compromise occurred. * Other verification components \(Data, Liveness, FaceMatch\) operated as expected. The impact was operational. Genuine users were unable to complete onboarding during the window, which may have resulted in customer friction, delayed onboarding, or the need for re-verification or re-processing after resolution. ### **Root Cause** A configuration issue within a third-party IP intelligence provider resulted in valid service availability but incomplete data being returned for geolocation and VPN detection. The provider’s endpoint remained operational, which made automated detection difficult as the service did not fail at a network or availability level. The issue was identified following client feedback and subsequently confirmed through investigation. ### **Resolution** * The third-party configuration was corrected. * Impacted transactions can be re-processed on request. * Communication channels with the supplier have been reinforced to reduce the likelihood of delayed awareness in similar circumstances. ### **Future Improvements** * DFA decisioning has been updated in releases beyond 4.10.91 to reduce tight coupling to this external signal, so later versions are not impacted by similar provider behaviour. We follow a “fix-forward” model for platform updates, meaning improvements are incorporated into the next controlled release rather than applying retrospective patches to prior versions. This approach ensures consistency across environments, reduces regression risk, and aligns with our standard security and platform update practices. * We are reviewing the ongoing use of the current IP intelligence provider in light of recent service instability. While redundancy exists within this component of the platform, we are assessing whether adjustments to the primary provider are warranted.

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Started Dec 19, 2025, 04:54 AM UTC· resolved Dec 19, 2025, 05:12 AM UTC

1. investigating Dec 19, 2025, 04:54 AM UTC

   We are advised of a DVS intermittent outage impacting all documents as of 19/12/2025 15:15PM AEDT You may receive system errors 'S' responses until the issue is resolved

2. resolved Dec 19, 2025, 06:42 AM UTC

   DVS advise that as of 19/12/2025 16:12 PM all services have been restored

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Started Nov 18, 2025, 05:00 PM UTC· resolved Nov 19, 2025, 03:49 AM UTC

1. investigating Nov 18, 2025, 10:31 PM UTC

   We are investigating an issue for some clients where many transactions completed between roughly 12:00 AM and 3:20 AM AEDT are returning HIGH RISK DFA results unexpectedly. Our initial review with IDVerse Operations suggests the issue may be linked to service disruptions from our GeoData provider, IPQS (https://www.ipqualityscore.com). Investigations are continuing and will provide updates as they become available. If you need any potentially impacted transactions reprocessed, please submit a ticket to the support team for review.

2. investigating Nov 18, 2025, 10:31 PM UTC

   We are continuing to investigate this issue.

3. monitoring Nov 18, 2025, 10:33 PM UTC

   A fix has been implemented and we are monitoring the results.

4. monitoring Nov 18, 2025, 10:34 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Nov 19, 2025, 03:49 AM UTC

   This was resolved approximately 3:20 AM AEDT, and was confirmed to be related to the cloudflare incident (https://www.cloudflarestatus.com/) that also impacted IPQS. If you need any potentially impacted transactions reprocessed, please submit a ticket to the support team for review.

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Started Oct 29, 2025, 04:00 PM UTC· resolved Dec 19, 2025, 06:54 AM UTC

1. identified Oct 30, 2025, 05:02 AM UTC

   DVS advised as of October 30th 2025 - 03:00 AEST there is an intermittent outage affecting passport and Electoral Commission documents. Outage being resolved by Microsoft Azure and services are now recovering. You may receive system errors 'S' responses until the issue is resolved.

2. resolved Dec 19, 2025, 06:54 AM UTC

   This issue is understood to have been impacting periodically between 30/10/25 - noting the following chain of events: > 30/10 outage first indicated as resolved on 08/12 > Issue reoccurred 11/12 and resolved on 12/12 > Issue reoccured 16/12 and resolved on 17/12 Due to the ongoing nature of this intermittent outage, continuation of this outage advice has remained. This incident is now marked as resolved as no further indication from DVS has established continuity of this original incident from September '25. Any issues or concerns, please feel free to reach out to IDVerse Support

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Started Oct 17, 2025, 11:56 PM UTC· resolved Oct 18, 2025, 12:59 AM UTC

1. investigating Oct 17, 2025, 11:56 PM UTC

   We are currently investigating an issue involving certain clients where every transaction completed since approximately 5:43AM AEDT is returning HIGH RISK results for DFA without obvious cause Initial consultation with IDVerse Operations personnel has identified this as potentially originating from service disruptions with a 3rd party data vendor, however investigations remain ongoing. Please reach out to IDVerse Support for further assistance

2. identified Oct 18, 2025, 12:20 AM UTC

   This has been confirmed as a 3rd party provider outage 'IPQS' https://www.ipqualityscore.com/. This is used for GeoFlagging https://ocrlabs.atlassian.net/servicedesk/customer/portal/1/article/1870462988. Previously the action was to wait for IPQS to come back online and then look at impacted transactions and have them re-processed. This is remaining to be the best course of action , however we will update once we know further. Please reach out if you require an immediate update in the meantime.

3. resolved Oct 18, 2025, 12:59 AM UTC

   IDVerse Operations escalation to the 3rd party data vendor have resulted in a return to normal service as of approximately 11:23AM AEDT 18/10/25. Transaction results should now process as normal. IDVerse Support and Operations teams are continuing to manage and monitor the situation, however please reach out to IDVerse Support for any further queries or concerns

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Started Sep 05, 2025, 06:30 AM UTC· resolved Sep 05, 2025, 10:41 AM UTC

1. identified Sep 05, 2025, 07:41 AM UTC

   The latest Google Chrome update (versions 140 and 141), which is currently being rolled out across some regions (if a user chooses to update), has introduced an issue impacting our platform’s liveness checks. Users encounter a black screen or 'oh no, something went wrong' during the liveness step, preventing them from completing video capture. Our engineering team has quickly identified the root cause and is actively developing a fix. The solution will need to be applied differently depending on the platform in use. - Engine/SDK : Update NPM Package to version 3.3.0 of the package: https://www.npmjs.com/package/liveness-js/v/3.3.0 - IDKit Enterprise : The product team is patching sites with the updated package. This will be applied to staging first and tested before moving into production - IDKit Saas : The team is currently working on the patch and we will update this page once live. For any liveness issues on Chromium browsers, please use a non-Chromium alternative such as Safari. We will provide an update on this status page once all patches have been deployed.

2. identified Sep 05, 2025, 08:36 AM UTC

   We are continuing to work on a fix for this issue.

3. identified Sep 05, 2025, 08:37 AM UTC

   We are continuing to work on a fix for this issue. In the meantime if issues are faced, please use another browser such as Safari, Samsung, Firefox etc.. Also please be aware not all users have the option to update their chrome browsers as Google does stagger their rollouts, and users still need to opt-in to update.

4. identified Sep 05, 2025, 10:40 AM UTC

   This issue was confirmed to only impact desktop users on Chrome version 140 and above. Mobile users were not affected. There may still be issues affecting a minority of users on Microsoft Edge, which is under investigation. However, this appears to impact only a minority of Edge instances, so the broader incident is now considered closed.

5. resolved Sep 05, 2025, 10:41 AM UTC

   This incident has been resolved.

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Started Sep 03, 2025, 01:00 AM UTC· resolved Sep 03, 2025, 01:00 AM UTC

1. resolved Sep 03, 2025, 10:52 PM UTC

   Version 1.56 was released on September 3rd at 10:50 AM Sydney time (AEST). This release inadvertently removed the authentication header from webhook notification calls. As a result, webhook requests failed with a 401 Unauthorized error. While this issue did not impact end-user flows or engine decisioning, it prevented customer platforms from receiving webhook notifications for completed transactions. The issue was resolved at 5:44 PM Sydney time (AEST) on the same day.

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Started Aug 28, 2025, 12:19 AM UTC· resolved Aug 28, 2025, 01:08 AM UTC

1. identified Aug 28, 2025, 12:54 AM UTC

   Customer Degraded Messaging Burst SMS (used by many customers in the APAC regioN) have identified a potential issue in their systems and are currently investigating remediation options. Users may also additionally see intermittent issues logging into their account via the UI. Note: Messages should be added to queues and not lost. Live incident updates with Burst can be tracked here: https://status.transmitsms.com/incidents/2qtyfkq6hkmc

2. resolved Aug 28, 2025, 01:56 AM UTC

   A fix was implemented at 11:08 AEST with ongoing monitoring can confirm the issue has been fixed. Transactions/SMS's do not need to be re-sent as SMS's were queued and should have since been delivered.

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Started Aug 01, 2025, 02:26 AM UTC· resolved Aug 05, 2025, 12:12 AM UTC

1. identified Aug 01, 2025, 03:26 AM UTC

   We have heard reports of some user being unable to capture documents as part of the user flow. This is currently being investigated by the team.

2. identified Aug 01, 2025, 03:26 AM UTC

   This is currently under investigation.

3. identified Aug 01, 2025, 04:18 AM UTC

   We are continuing to work on a fix for this issue.

4. identified Aug 01, 2025, 06:14 AM UTC

   This has been confirmed to impact all IDKit saas regions. The fix is currently in progress and will provide further updates once deployed.

5. monitoring Aug 01, 2025, 07:21 AM UTC

   A fix has been implemented and we are monitoring the results.

6. resolved Aug 05, 2025, 12:12 AM UTC

   We have monitored the system post-resolution over the weekend and can confirm that it is now functioning as intended.

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Started Jul 28, 2025, 06:46 AM UTC· resolved Jul 28, 2025, 11:08 PM UTC

1. monitoring Jul 28, 2025, 06:46 AM UTC

   IDVerse Operations have advised of a 13 minute outage of the Liveness API endpoint in the AU region between 06:14 to 06:27 UTC (16:14 to 16:27 AEST) today 28/07/25 This issue would have presented as a nondescript error at the Liveness stage of an Identity Verification, potentially impacting the completion of Liveness capture until the issue was resolved. Whilst we expect any current applications impacted can be retried with success, please reach out to to IDVerse Support for further assistance

2. resolved Jul 28, 2025, 11:08 PM UTC

   This incident has been resolved.

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Started Jul 28, 2025, 06:14 AM UTC· resolved Jul 28, 2025, 06:27 AM UTC

1. resolved Jul 28, 2025, 06:45 AM UTC

   AU Liveness Engine outage from 4:14pm AEST - 4:27 AEST (06:14 to 06:27 UTC). The error encountered during liveness capture has been resolved. Customers are now able to return and complete previously impacted transactions

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Started Jun 29, 2025, 01:00 AM UTC· resolved Jun 29, 2025, 01:10 AM UTC

1. monitoring Jun 29, 2025, 01:31 AM UTC

   We are currently investigating an issue involving certain APAC clients where every transaction completed between approximately 7AM and ~ 11:10AM 29/06/25 may have returned HIGH RISK results for DFA without obvious cause Initial consultation with IDVerse Operations personnel has identified this as potentially originating from service disruptions with a 3rd party data vendor, however investigations remain ongoing. Please reach out to IDVerse Support for further assistance

2. resolved Jul 28, 2025, 06:40 AM UTC

   This incident was resolved as of 11:10AM 29/06/25 with resumption of impacted service - please contact IDVerse Support for further assistance and information

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Started May 01, 2025, 06:36 PM UTC· resolved May 02, 2025, 12:34 AM UTC

1. identified May 01, 2025, 06:36 PM UTC

   Our SMS provider, Twilio, has identified the issue and is working closely with their carrier partner to resolve it. This may result in delayed message delivery to affected recipients. Their engineering team is actively monitoring the situation, and we will provide updates as soon as more information becomes available. We appreciate your patience, for more information please visit: https://status.twilio.com/incidents/cbf7ht7jq86s

2. monitoring May 01, 2025, 08:00 PM UTC

   We are observing signs of recovery in SMS delivery delays when sending messages to devices on the AT&T Network in the United States. Our SMS provider has reported improvement, and we will continue to monitor the service closely to ensure a full recovery. We will provide additional updates as more information becomes available.

3. resolved May 02, 2025, 12:34 AM UTC

   This incident is now resolved. We are no longer experiencing SMS delivery delays when sending messages to AT&T Network in the United States.

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Started Apr 18, 2025, 05:06 PM UTC· resolved Apr 18, 2025, 05:58 PM UTC

1. identified Apr 18, 2025, 05:06 PM UTC

   The IDVerse Support Portal is currently experiencing degraded performance due to an active incident with one of our third-party service providers, Atlassian Jira. The issue, identified by Jira, is impacting issue search and filter functionality across all Jira Software customers. As a result, access to the IDVerse Support Portal and support tickets may be delayed or temporarily unavailable. Atlassian has identified the root cause and is actively working on a resolution. We are closely monitoring their progress and will update the status of this incident as more information becomes available.

2. resolved Apr 18, 2025, 05:58 PM UTC

   The issue impacting access to the IDVerse Support Portal has been resolved. Incident Summary: Between 02:00 UTC and 16:30 UTC on April 18, 2025, a third-party incident with Atlassian Jira affected our support systems. During this time, the Sprint field was not visible in issue views, and issue search/filters showed an empty Sprint field cell for some Jira customers, including our portal. The root cause was a recent code change introduced by Jira. They've deployed a fix to resolve the issue, and services have been verified as fully recovered.

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Started Apr 16, 2025, 02:26 AM UTC· resolved Apr 16, 2025, 02:42 AM UTC

1. resolved Apr 16, 2025, 03:58 AM UTC

   DVS advised that between 16 April 2025 1:26PM - 1:42PM AEDT an unscheduled production outage impacted processing of all document types. During this time, system errors ("S" responses) may have been observed

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Started Apr 07, 2025, 02:17 AM UTC· resolved Apr 07, 2025, 04:08 AM UTC

1. investigating Apr 07, 2025, 02:17 AM UTC

   DVS have advised as of 7 April 2025 — 11:37AM AEST of an unscheduled production outage impacting passport processing You may receive system error 'S' responses until the issue is resolved

2. investigating Apr 07, 2025, 03:10 AM UTC

   DVS have advised as of 07/04/2025 12:38PM AEST that this incident has been upgraded to ALL DOCUMENTS You may receive system errors 'S' responses until the issue is resolved

3. resolved Apr 07, 2025, 04:08 AM UTC

   DVS have advised that this production outage is now resolved. They have provided a outage duration for this incident impacting between 12:38PM AEST and 1:15PM AEST 07 April 2025 For any questions or concerns regarding this outage, please feel free to reach out to IDVerse Support who will gladly assist

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Started Apr 01, 2025, 02:07 AM UTC· resolved Apr 01, 2025, 05:58 AM UTC

1. investigating Apr 01, 2025, 03:03 AM UTC

   Australian DVS Unscheduled Outage affecting all document types You will receive S responses until the systems comes back online.

2. resolved Apr 01, 2025, 05:43 AM UTC

   This incident has been resolved.

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Started Mar 25, 2025, 05:14 AM UTC· resolved Mar 25, 2025, 05:49 AM UTC

1. investigating Mar 25, 2025, 05:14 AM UTC

   Atlassian Cloud Service Management is currently facing an unexpected outage impacting our support portal (support.idverse.com/support.ocrlabs.com) We will keep you posted on updates. You can also subscribe to directly to atlassian updates here: https://jira-service-management.status.atlassian.com/incidents/vy4wm8b5v0yh While our portal is down, you can continue to raise requests via email by sending it to [email protected]. Notification updates for existing and new tickets will still continue to be sent.

2. resolved Mar 25, 2025, 05:49 AM UTC

   This incident has been resolved.

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