Increased API latency

Update timeline

1. investigating Oct 14, 2026, 02:16 PM UTC

   We are investigating reports of increased API latency and will provide updates as we resolve the issue. Some customers may notice delays when submitting verification requests.

2. investigating Oct 14, 2026, 02:41 PM UTC

   Since about 6:30 AM PT (13:30 UTC) on October 14, many verification requests are failing or responding slowly. End users may see a verification form that won't load or won't submit. API calls to services.sheerid.com may return errors or time out. Some MySheerID portal requests are also failing. We're investigating and will post the next update by 8:00 AM PT.

3. investigating Oct 14, 2026, 03:08 PM UTC

   Investigating: We've traced the errors to slow responses from one of our databases. We're still working to find the cause of the slowdown. Many verification requests and API calls to services.sheerid.com are failing or responding slowly. Some MySheerID portal requests are also failing. We'll post the next update by 8:30 AM PT.

4. identified Oct 14, 2026, 03:28 PM UTC

   Identified: We've identified the cause, a problem in our database cluster, and are working on a fix. Error rates have dropped in the last few minutes but are still above normal. Some verification requests are still failing or responding slowly. Notifications about verification results, including webhooks, are delayed because of a backlog. We'll post the next update by 9:00 AM PT.

5. resolved Oct 14, 2026, 03:45 PM UTC

   This incident has been resolved.