INC-3472 (P1 - High Priority)

Update timeline

1. investigating Oct 23, 2025, 03:55 PM UTC

   We are experiencing issues with all the services.

2. identified Oct 23, 2025, 03:57 PM UTC

   We have identified the cause of this incident and we are working to restore all the services as soon as possible.

3. identified Oct 23, 2025, 04:20 PM UTC

   We have identified the issue and we are still working hard to fix it, some customers may still be experiencing issues.

4. monitoring Oct 23, 2025, 04:52 PM UTC

   We have fixed all our services. Our engineers will monitor the situation until we declare the incident resolved.

5. resolved Oct 23, 2025, 04:54 PM UTC

   All services is fully operational. This incident has been resolved.

6. postmortem Oct 23, 2025, 06:25 PM UTC

   **Thursday 23rd October 2025 14:47 UTC - 16:54 UTC** We are writing to inform you about a temporary service interruption that affected all **Yoti services** earlier today. Our Network Operations Center \(NOC\) detected an increase in error rates starting at 14:47 UTC. Our investigation determined the root cause was an unexpected issue with a load balancer, which caused our services to become temporarily unavailable. ### **Timeline of Impact** During the incident, customers may have experienced errors and been unable to access Yoti services during the following periods: * **14:47 – 15:06 UTC** * **15:48 – 15:56 UTC** Although our Infrastructure team quickly resolved the primary problem, we continued to see minor errors affecting IPv6 traffic. Full service was officially restored at 16:54 UTC We sincerely apologise for the inconvenience and disruption this outage may have caused. We are conducting a full investigation to identify improvements and prevent future recurrence.