Degradation of Identity Verification Services due to the OCR model instability

At approximately 2026-09-30 10:09 PM UTC, we experienced a performance degradation affecting our IDV services across all data centers. Affected customers may have experienced intermittent MISSING_MANDATORY_DATAPOINTS rejections. At 10:36 PM UTC on September 30, 2026, our Engineering team identified an underlying OCR model issue causing extraction failures for ID documents without Machine Readable Zones (MRZ). This issue also resulted in increased processing times for IDV transactions requiring human review, as well as unexpected rejections with the MISSING_MANDATORY_DATAPOINTS error code. The issue has been fully resolved, and all system operations have returned to normal performance. No further impact is expected. We appreciate your patience and understanding throughout this incident. If you have any questions or require further assistance, please contact Jumio Support at https://support.jumio.com.