Onfido incident
High Processing times for Video Facial Similarity Checks
Resolved on January 14, 2026.
### Summary _An increase of Facial Similarity Video Manual tasks backlog resulted in higher processing times for about 21% of that variant’s traffic._ ### Root Causes _A spike in Biometric Video volumes overwhelmed our BPO resources, lengthening Facial Similarity Video check turnaround times impacting around 20% of variant traffic._ ### Timeline _01:16 GMT: A significant backlog of tasks was reported._ _03:27 GMT: BPO team allocated more analysts to process pending video tasks._ _06:33 GMT: Backlog was cleared._ ### Remedies Not applicable: the increase in TaT resulted exclusively from an unexpected spike in volume that created a backlog for manual analysts. There were no system issues.
Update timeline
- resolved Jan 20, 2026, 02:20 PM UTC
Video facial similarity tasks are taking longer than expected to complete
- postmortem Jan 20, 2026, 02:21 PM UTC
### Summary _An increase of Facial Similarity Video Manual tasks backlog resulted in higher processing times for about 21% of that variant’s traffic._ ### Root Causes _A spike in Biometric Video volumes overwhelmed our BPO resources, lengthening Facial Similarity Video check turnaround times impacting around 20% of variant traffic._ ### Timeline _01:16 GMT: A significant backlog of tasks was reported._ _03:27 GMT: BPO team allocated more analysts to process pending video tasks._ _06:33 GMT: Backlog was cleared._ ### Remedies Not applicable: the increase in TaT resulted exclusively from an unexpected spike in volume that created a backlog for manual analysts. There were no system issues.
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