Identity verification delay

All Identity Verification services are now fully operational, and we have implemented additional measures to enhance service stability based on insights on our provider infrastructure. We are now closing this incident, and sincerely apologise for any inconvenience caused.

We have held an in-depth exchange with our provider, which enabled us to locate the exact root cause of their scaling issue with a path to resolution identified.
Advanced Electronic Signature is fully operational.
Identify Verification is now also operational, while we still process the backlog of pending verifications in the coming hours.

After consuming a significant share of pending verifications, our provider is again facing instabilities.

Advanced Electronic Signature (AES) and Verify Identity Verification services are in a pending state as a consequence:

AES signers are facing identification slowdowns or errors
Identity Verification requests are pending and will be processed once our provider is up again


We are monitoring the situation and will keep you updated.

Our provider has identified the root cause of their system instabilities, linked to their orchestrator layer for verification services. They have fully stabilised their systems during the night, meaning Identity Verification processing times are now back to their standard duration of a few seconds.

We are now gradually working through the backlog of pending verifications and expect them all to be processed during the morning hours.

We are continuing to monitor the situation.

We continue to observe latency on Identity Verification services.

Our identity verification provider has fully mobilised their teams to absorb the backlog of pending verifications during the end-of-day and night period. As the volume of incoming requests gradually decreases, we expect their system to return to standard processing times overnight.
No data will be lost: all identity verification requests submitted during this period are safely recorded on our side and will be processed, no action is required from you, and no request needs to be resubmitted.

Advanced Electronic Signature is not impacted at this stage.

We are continuously monitoring the situation and will provide a further update should anything change. Next update expected tomorrow morning, or earlier if the situation evolves.

We apologize for the inconvenience. For any question, contact us at support@yousign.com.

As our provider is scaling their operations to absorb the backlog of verifications, the Verify Identity Verification services are still impacted by a significant latency.
We are closely working with the provider to ensure smooth restoration of services.
Advanced Electronic Signature is not impacted.

We confirm that the identification services are now fully back online, with some latency due to verification backlogs. This latency is improving gradually and we are continuing to monitor it.

Advanced Electronic Signature signers who attempted to identify during the provider outage window should now retry their identification process successfully. The failed identification attempt made during the outage will not be accounted for in the billing / consumption data.

Our provider has restored their services and we are now closely monitoring the situation as we process the backlog of pending verifications:

Advanced Electronic Signature: signers who attempted to perform identity verifications during the provider outage might still encounter errors in their sign flow. We are actively working towards normalising their situation. Other signers starting the flow now should not encounter any error anymore
Verify Identity Verification: all requests should now be successfully processed according to standard processing times (a few seconds per request)


We are monitoring and will keep you updated.

Dear users,

One of our identity verification providers is currently facing technical difficulties.

As a consequence, the following flows are impacted across our products:

Advanced Electronic Signature: APP v3 signers might encounter long identification processing times, and a minor fraction of signers might also encounter errors when trying to perform an identification
Verify Identity Verification: all API identity verification requests are rightly recorded and pending at our side and will be processed once the provider comes back online


We are actively working with the provided to provide a swift recovery of our services, and will keep you updated along the process.

We apologize for any inconvenience this may cause and appreciate your understanding as we work to enhance our service.

For any questions or assistance, contact us at support@youtrust.com.