Outage in Sumsub
Temporary ticketing system outage
Resolved MajorIncident Report
Summary AI Generated
Sumsub's support systems experienced a complete outage for 1.5 hours due to an infrastructure provider failure, making all messaging channels (Slack, Telegram, Dashboard chats) and ticketing workflows unavailable. Customers could not create new tickets or have their replies on existing tickets reach the support team during this period. The ticketing functionality was restored after the infrastructure provider resolved the incident, and all previous messages could be resubmitted for processing.
Our Support systems are currently experiencing outage caused by a failure at our infrastructure provider. As a result, all messaging channels and ticketing workflows are unavailable.
Slack, Telegram and Dashboard chats are non-functional. Messages are not reaching Support Team.
Ticket creation — blocked. New tickets cannot be created via any channel.
Existing ticket replies — not visible to the support team. Customer replies on open tickets are not appearing in our systems
The issue is on the provider's side and is outside our control.
Although no ETA available at this time, we are actively investigating with our provider to return service back to operational state.
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Latest Updates ( sorted recent to last )
RESOLVED
13 days ago - at 05/28/2026 07:06PM
The infrastructure provider confirmed an incident and currently investigating the root cause. Ticketing functionality is restored, all previous messages can be resubmitted and processed by the support team.
INVESTIGATING
13 days ago - at 05/28/2026 05:39PM
Our Support systems are currently experiencing outage caused by a failure at our infrastructure provider. As a result, all messaging channels and ticketing workflows are unavailable.
Slack, Telegram and Dashboard chats are non-functional. Messages are not reaching Support Team.
Ticket creation — blocked. New tickets cannot be created via any channel.
Existing ticket replies — not visible to the support team. Customer replies on open tickets are not appearing in our systems
The issue is on the provider's side and is outside our control.
Although no ETA available at this time, we are actively investigating with our provider to return service back to operational state.
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