Degradation of Identity Verification & DocProof Services due to the OCR model instability

We are pleased to inform you that the recent instability affecting our Identity Verification and DocProof services has been fully resolved. All incoming requests, including manual reviews, are processing as expected.
Additionally, all backlogged transactions have been cleared, and processing latency has returned to normal levels.

We apologize for the inconvenience and appreciate your patience while we worked to resolve the issue.

System performance across all data centers (US, EU, and SGP) has stabilized.

Current status & Regional impact:

- Errors cleared globally: The elevated error rates and intermittent MISSING_MANDATORY_DATAPOINTS rejections affecting fully automated transactions have now stopped across all data centers, and error rates have returned to normal levels.

- Ongoing backlog processing: While real-time transaction processing and error rates have normalized, our backend services continue to process the transaction backlog. As a result, customers may still experience temporary processing delays.

Next steps:
Our engineering team is actively monitoring system performance and backlog recovery across all regions.

We sincerely apologize for the disruption caused by this incident and appreciate your continued patience. We will provide a final update once all backlogs have fully cleared.

For assistance, please contact Jumio Support at support@jumio.com or visit https://support.jumio.com.

While automated errors have cleared for the US region, our backend processing services across Identity Verification and DocProof continue to experience transaction backlogs globally.

Regional impact breakdown:

- US Data Center: Errors have fully cleared. Customers should no longer be experiencing MISSING_MANDATORY_DATAPOINTS rejections, though overall transactions may still experience processing delays due to backlogs.

- EU & SGP Data Centers: Remain affected by both processing delays and errors. Fully automated transactions in these regions may still encounter intermittent failures returning the rejection reason MISSING_MANDATORY_DATAPOINTS.

Next steps:
Our team is actively working to clear the processing backlogs, restore full system performance globally, and monitor regional recovery.

We sincerely apologize for the inconvenience and appreciate your patience. We will provide further updates as more information becomes available.

For assistance, please contact Jumio Support at support@jumio.com or visit https://support.jumio.com.

We are currently experiencing a service degradation affecting our backend processing services across Identity Verification and DocProof services. Overall transaction processing is experiencing processing delays, and fully automated transactions may encounter intermittent failures with the reject reason MISSING_MANDATORY_DATAPOINTS.

Root cause: Our engineering team identified an underlying OCR model issue causing failures in data extraction for ID documents and DocProof transactions, leading to processing delays and unexpected rejections.

Next steps: Our engineering team is actively working to mitigate the issue and restore full system performance.

We sincerely apologize for the inconvenience and appreciate your patience. We will provide further updates as more information becomes available.

If you have any immediate questions, please contact Jumio Support at https://support.jumio.com or support@jumio.com.