Connectivity issues for some users in Vietnam

Update timeline

1. investigating Oct 02, 2026, 08:40 PM UTC

   We are investigating reports of connectivity issues affecting some end users in Vietnam. Affected users may fail to load the verification flow or the liveness/selfie step, or get connection errors in the Mobile or Web SDK. Verification from other regions or countries is not affected. We will post an update as soon as we have more information.

2. identified Oct 05, 2026, 12:35 PM UTC

   Some internet providers in Vietnam are currently blocking connections to our services. As a result, some end users in Vietnam may be unable to load the verification flow or finish the liveness/selfie step. The impact is limited to a small number of users on the affected networks. As a workaround, affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. Clients with VPN/proxy restrictions enabled may want to review flagged applicants from Vietnam during this period. We are investigating the cause internally. We will post updates on this incident weekly, and sooner if there is significant progress.

3. identified Oct 15, 2026, 02:22 PM UTC

   We are continuing to work on the connectivity issues affecting some end users in Vietnam. Our team is engaging with the affected internet providers individually to determine the cause of the blocking and to restore access. There are no further updates at this time. The workaround remains the same: affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. Clients with VPN/proxy restrictions enabled may want to review flagged applicants from Vietnam during this period. We will keep you informed and post the next update as soon as there is meaningful progress.

4. identified Oct 27, 2026, 12:24 PM UTC

   We are continuing to work on the connectivity issues affecting some end users in Vietnam. Our team is currently developing a technical solution on our side and remains in direct contact with the affected telecom providers to resolve the blocking. There are no further updates at this time. The workaround remains available: affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. We will keep you posted.