2025-06-16 - Service Instability for Identity Verification & Authentication - (All DC)

We are pleased to inform you that the recent drop in conversion rates has been successfully resolved.

Update for WebSDK Users:

A new version of the WebSDK has been released. Please update to the latest version to benefit of the recent enhancements.
package @jumio/websdk (0.3.0): https://www.npmjs.com/package/@jumio/websdk?activeTab=readme

We appreciate your patience and cooperation as the teams worked to identify and resolve the issue. If you continue to experience any problems, please reach out to Jumio Support at https://support.jumio.com.

Status Update – June 20
We’re pleased to share a positive update regarding the recent drop in conversion rates.

Background:
Following the release of the latest Chrome update on June 16, we observed a 30% drop in overall conversion rates. After releasing an initial fix on June 17, we were able to recover half of that lost conversion, improving performance by approximately 15%.

Current Status:
On June 19, a final fix was deployed for Web Client implementations, which has fully restored conversion rates to expected levels.

Next Steps for WebSDK Users:
Please note that the issue remains for customers using our WebSDK. A new version of the WebSDK containing the fix is being finalized and is scheduled for release later today. Once available, integration of the updated SDK will be required to resolve the issue. We will update this status page once the new WebSDK version is published.

Helpful Link:
NPM Package: https://www.npmjs.com/package/@jumio/websdk?activeTab=readme

Thank you for your patience and continued partnership.

We wanted to inform that we have validate with our Engineering support team the successful fix deployment, which included an enhancement within the camera capture logic. This have shown positive results within the conversion rate of Identity | Authentication user traffic. We will continue to actively monitor the current incident and will share a new update once the incident is fully resolved.

We have implemented the fix and we are monitoring the results.

Conversion Degradation on Android Chrome

Since June 16th, we have observed a decline in conversion rates across all our data centers (US, EU, and SGP). This issue has affected our Identity Verification and Authentication services, causing some transactions to fail and return a "NOT_EXECUTED" status.
After thorough analysis, we identified that this problem is isolated to Android devices running Chrome version 137 and above, following a recent update pushed by Google. Users on affected devices may experience performance issues, including lag or transaction timeouts, particularly when capturing Selfie/liveness images.

Our engineering team has pinpointed the root cause and is actively working on a resolution.

The services degradation would have started with the deployment of the new version of Chrome, which we noticed started from: 2025-06-16 07:30 UTC.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding as we work to restore full service functionality. If you have any questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.