Our service is experiencing issues

Following a period of successful monitoring, we have confirmed that the issue is fully resolved.

System metrics have returned to normal and all services are operational.

Thank you for your patience with us.

We are experiencing an issue with a component of our OCR (text extraction) service that supports Verification Decisions. This can delay how quickly a decision is returned and, in a small number of cases, affect the outcome.

WHO IS AFFECTED
- Customers processing verifications in our US region only. Other regions are unaffected.
- Impact is intermittent (occurring in waves over the past ~2 days), not a continuous outage.

WHAT YOU MAY SEE
- Slower decisions (most common): verifications take longer than usual to return, but the decision itself is correct.
- Incorrect resubmissions: a small proportion of legitimate verifications may be incorrectly returned for resubmission. An unusual spike in resubmissions may be caused by this.
- Lower-confidence decisions: some decisions may be reached with incomplete text-extraction data.

WHAT WE ARE DOING
- We have deployed changes to make the service more resilient and reduce the impact in the meantime.
- The affected component is partially dependent on a third-party service that is currently experiencing an outage. They stated that the fix would be deployed by Friday 10th of July.

NEXT UPDATE
- We will post our next update by 11:00 UTC Friday, July 10th.

We are experiencing an issue with a component of our OCR (text extraction) service that supports Verification Decisions. This can delay how quickly a decision is returned and, in a small number of cases, affect the outcome.

WHO IS AFFECTED
- Customers processing verifications in our US region only. Other regions are unaffected.
- Impact is intermittent (occurring in waves over the past ~2 days), not a continuous outage.

WHAT YOU MAY SEE
- Slower decisions (most common): verifications take longer than usual to return, but the decision itself is correct.
- Incorrect resubmissions: a small proportion of legitimate verifications may be incorrectly returned for resubmission. An unusual spike in resubmissions may be caused by this.
- Lower-confidence decisions: some decisions may be reached with incomplete text-extraction data.

WHAT WE ARE DOING
- The affected component is partially dependent on a third-party service that is currently experiencing an outage. We are working with the provider on a fix.
- We have deployed changes to make the service more resilient and reduce the impact in the meantime.

NEXT UPDATE
- We will post our next update by 11:00 UTC Thursday, July 9th.

We have identified an issue affecting one of our internal components, which is impacting verification decision times. As a result, some verification requests may take longer than usual to receive a decision.

Our team is actively working to resolve the issue as quickly as possible and minimize the impact.

We apologize for the inconvenience and appreciate your patience.