Monitoring - A OneSDK change from 19th Nov has been rolled back as of 8AM AEDT on the 20th of Nov and OneSDK is back to operational status.
FrankieOne is still monitoring for issues and impacted customers will be contacted directly.
Nov 20, 2024 - 11:45 AEDT
Update - We are continuing to investigate this issue.
Nov 20, 2024 - 09:42 AEDT
Update - We are continuing to investigate this issue.
Nov 20, 2024 - 00:56 AEDT
Investigating - We are currently experiencing an issue with OneSDK. Our development team is investigating the root cause and working on a fix to restore full functionality. We understand the impact this may have and are prioritizing the resolution. We will provide further updates as soon as we have more information.
We appreciate your patience and understanding. If you have any urgent concerns, please don't hesitate to reach out to our support team.
Nov 19, 2024 - 19:00 AEDT
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Saturday, 7th December 2024, 22:00 Sydney Australia time. * Estimated finish time: Sunday, 8th December 2024, 08:00 Sydney Australia time. * Estimated Duration: 10 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Non-ID verification.
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions. Posted on
Dec 07, 2024 - 22:00 AEDT
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Saturday, 23rd November 2024, 22:00 Sydney Australia time. * Estimated finish time: Sunday, 24th November 2024, 06:00 Sydney Australia time. * Estimated Duration: 8 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Core Bureau
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions. Posted on
Nov 13, 2024 - 10:22 AEDT
The KYB service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Friday, 29th November, 20:15 Sydney Australia time. * Estimated finish time: Sunday, 1st December, 08:00 Sydney Australia time. * Estimated Duration: 1 day, 23 hours, and 45 minutes * Customer outage is expected? Yes * Affected Region and Data source: Australia and Business API
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions. Posted on
Oct 21, 2024 - 14:22 AEDT
The KYB service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Sunday, 1st December, 08:00 Sydney Australia time. * Estimated finish time: Sunday, 1st December, 14:00 Sydney Australia time. * Estimated Duration: 6 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Business API
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions. Posted on
Oct 10, 2024 - 20:51 AEDT
Resolved -
We have received confirmation from the vendor that the incident was resolved at 1:00 PM AEDT
Nov 21, 14:40 AEDT
Investigating -
The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification.
Completed -
The scheduled maintenance has been completed.
Nov 21, 02:00 AEDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 20, 22:00 AEDT
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Wednesday, 20th November, 2024 22:00 Sydney Australia time * Estimated finish time: Thursday 21st November, 2024 02:00 Sydney Australia time * Estimated Duration: 4 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and all documents
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions.
Nov 14, 12:48 AEDT
Completed -
The scheduled maintenance has been completed.
Nov 18, 02:00 AEDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 18, 00:00 AEDT
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Monday, 18th November, 00:00 Sydney Australia time. * Estimated finish time: Monday, 18th November, 02:00 Sydney Australia time. * Estimated Duration: 2 hours. * Customer outage is expected? Yes * Affected Region and Data source: Australia and Passport
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions.
Nov 11, 18:00 AEDT
Completed -
The scheduled maintenance has been completed.
Nov 17, 07:00 AEDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 16, 23:00 AEDT
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Saturday, 16th November 2024, 23:00 Sydney Australia time. * Estimated finish time: Sunday, 17th November 2023, 07:00 Sydney Australia time. * Estimated Duration: 8 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Credit Bureau
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions.
Nov 15, 14:29 AEDT
Completed -
The scheduled maintenance has been completed.
Nov 14, 22:00 AEDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 14, 20:00 AEDT
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: 14 November 2024, 20:00 Sydney Australia time. * Estimated finish time: 14 November 2024, 22:00 Sydney Australia time. * Estimated Duration: 2 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Birth, Death and Marriage documents
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions.
Nov 12, 16:50 AEDT
Resolved -
We have received confirmation from the vendor that the incident was resolved at 10:40 AEDT.
Nov 14, 14:46 AEDT
Investigating -
The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification.
Nov 14, 11:16 AEDT
Completed -
The scheduled maintenance has been completed.
Nov 10, 17:00 AEDT
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 10, 08:00 AEDT
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Sunday, 10th November, 08:00 Sydney Australia time. * Estimated finish time: Sunday, 10th November, 17:00 Sydney Australia time. * Estimated Duration: 9 hours * Customer outage is expected? Yes * Affected Region and Data source: Australia and Birth, Death and Marriage documents.
During this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.
Please do not hesitate to contact your account manager should you have any questions.
Nov 8, 15:22 AEDT
Resolved -
This incident has been resolved.
Nov 8, 18:24 AEDT
Monitoring -
A fix has been implemented and we are monitoring the results.
Nov 8, 16:37 AEDT
Identified -
The issue has been identified and a fix is being implemented.
Nov 7, 18:46 AEDT
Update -
We’ve received an update from the vendor confirming that the production issue has been resolved, and the root cause for UAT has been identified. We’ll keep you posted on further developments.
Nov 7, 18:04 AEDT
Investigating -
We're experiencing an elevated level of API errors while generating tokens for Incode(UAT and Production) and are currently looking into the issue.
Nov 7, 16:10 AEDT