Sumsub incident
Applicants incorrectly rejected due to face matching issue
Resolved after 3 hours 30 minutes, on October 12, 2026.
Description: On October 12, 2026, between 08:28 and 08:45 UTC, a technical issue on our side affected face matching. During this time, applicants whose verification included a face match check were asked to resubmit their documents with the “Bad face matching” reason. The issue has been fixed, and face matching works as expected. What to do: No action is needed on the applicant’s profile. When affected applicants return to verification, they will see a message that their face is not clearly visible and will be asked to resubmit their identity document and selfie. After that, they will be verified as usual. You may want to let these applicants know they need to complete verification again. We apologize for the inconvenience.
Update timeline
- resolved Oct 12, 2026, 10:54 AM UTC
Description: On October 12, 2026, between 08:28 and 08:45 UTC, a technical issue on our side affected face matching. During this time, applicants whose verification included a face match check were asked to resubmit their documents with the “Bad face matching” reason. The issue has been fixed, and face matching works as expected. What to do: No action is needed on the applicant’s profile. When affected applicants return to verification, they will see a message that their face is not clearly visible and will be asked to resubmit their identity document and selfie. After that, they will be verified as usual. You may want to let these applicants know they need to complete verification again. We apologize for the inconvenience.
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