INC-3796 (P1- High Priority)

Update timeline

1. investigating Jul 20, 2026, 09:52 AM UTC

   We are currently investigating an issue affecting the Identity verification service. Some customers may experience intermittent performance or downtime.

2. monitoring Jul 20, 2026, 10:21 AM UTC

   A fix has been implemented for the Identity verification service(USA) service, and we are seeing signs of recovery. Our team will continue to monitor the system closely to ensure stability before officially resolving the incident.

3. resolved Jul 20, 2026, 10:24 AM UTC

   The Identity verification service(USA) service is now fully operational. The incident has been successfully resolved and all systems are stable. Thank you for your patience.

4. postmortem Jul 20, 2026, 11:52 AM UTC

   **Monday 20 July 2026 from 09:44 UTC - 10:20 UTC** ‌ We recently experienced a temporary disruption affecting our Identity Verification service in the USA. Our Network Operations Centre \(NOC\) quickly identified the root cause as a brief fault within our **l**oad balancing system. While this caused a short outage for some users, our infrastructure team has resolved the issue, and all services have been fully restored to normal operations. We sincerely apologise for any inconvenience this may have caused. We are currently conducting a thorough post-incident review to strengthen our systems and prevent this from happening again.