The KYB service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Saturday, 19th July 2025, 18:30 Sydney Australia time. * Estimated finish time: Sunday, 20th July 2025, 18:30 Sydney Australia time. * Estimated Duration: 24 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
Jul 19, 2025 - 18:30 AEST
Resolved -
The earlier issue affecting portal login via SAML authentication has now been fully resolved. The fix has been deployed and monitoring has confirmed stable performance.
Thank you for your patience and understanding. Please reach out if you experience any further issues.
Jul 8, 16:47 AEST
Monitoring -
A fix has been deployed for the SAML authentication issue impacting portal login. Users should now be able to log in successfully. We are actively monitoring the system to ensure stability.
We’ll share further updates as needed. Thank you for your patience.
Jul 8, 16:39 AEST
Investigating -
We are currently investigating an issue that may be preventing users from logging into the portal via SAML authentication. Our team is treating this with high priority and working diligently to resolve it. We do not have an estimated time for resolution at this stage.
Jul 8, 16:24 AEST
Completed -
The scheduled maintenance has been completed.
Jul 6, 16:01 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 6, 10:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, 6 July 2025, 8:00AM Sydney, Australia time
Estimated Finish Time: Sunday, 6 July 2025, 4:00PM Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and BDM
During this time, their service will be unavailable. However, this will not impact 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.
Jul 4, 10:04 AEST
Completed -
The scheduled maintenance has been completed.
Jul 6, 16:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 6, 08:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, 6 July 2025, 8:00 AM Sydney, Australia time
Estimated Finish Time: Sunday, 6 July 2025, 4:00 PM Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and BDM
During this time, their service will be unavailable. However, this will not impact 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.
Jul 2, 11:11 AEST
Completed -
The scheduled maintenance has been completed.
Jul 6, 08:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 6, 06:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, 6th July 2025, 6:00 AM Sydney, Australia time Estimated Finish Time: Sunday, 6th July 2025, 8:00 AM Sydney, Australia time Estimated Duration: 2 hours Customer Outage Expected? Yes Affected Region and Data Source: Australia and Passport
During this time, their service will be unavailable. However, this will not impact 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.
Jun 30, 14:34 AEST
Completed -
The scheduled maintenance has been completed.
Jul 6, 02:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 5, 18:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Saturday, July 5, 2025, 18:00 Sydney, Australia time
Estimated Finish Time: Sunday, July 6, 2025, 02:00 Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and Australia - 3rd Party - IDMatrix DVS
During this time, their service will be unavailable. However, this will not impact 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.
Jul 5, 04:26 AEST
Resolved -
This incident has now been resolved.
Jul 3, 17:59 AEST
Investigating -
Start Time: 1:31 PM AEST
We are currently experiencing elevated error rates from one of our biometrics vendors related to their SDK. Our team is actively working with the vendor to resolve the issue with the highest priority.
We will continue to provide updates as we learn more. Thank you for your patience.
Jul 3, 14:29 AEST
Completed -
The scheduled maintenance has been completed.
Jul 1, 07:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 30, 22:00 AEST
Scheduled -
The KYB service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
* Start time: Monday, 30th June 2025, 22:00 Sydney Australia time. * Estimated finish time: Tuesday, 1st July 2025, 07:00 Sydney Australia time. * Estimated Duration: 9 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.
Jun 16, 09:47 AEST
Completed -
The scheduled maintenance has been completed.
Jun 30, 16:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 30, 08:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, June 29, 2025, 8:00 AM Sydney, Australia time
Estimated Finish Time: Sunday, June 29, 2025, 4:00 PM Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and BDM
During this time, their service will be unavailable. However, this will not impact 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.
Jun 25, 15:56 AEST
Completed -
The scheduled maintenance has been completed.
Jun 29, 16:01 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 29, 08:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, June 29, 8:00 AM Sydney, Australia time
Estimated Finish Time: Sunday, June 29, 4:00 PM Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and Australia - 3rd Party - IDMatrix DVS
During this time, their service will be unavailable. However, this will not impact 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.
Jun 27, 20:59 AEST
Completed -
The scheduled maintenance has been completed.
Jun 29, 16:00 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 29, 08:01 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Sunday, 29 June 2025, 8:00 AM Sydney, Australia time
Estimated Finish Time: Sunday, 29 June 2025, 4:00 PM Sydney, Australia time
Estimated Duration: 8 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and BDM
During this time, their service will be unavailable. However, this will not impact 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.
Jun 27, 10:02 AEST
Completed -
The scheduled maintenance has been completed.
Jun 26, 23:59 AEST
In progress -
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 26, 19:00 AEST
Scheduled -
The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:
Start Time: Thursday, 26 June 2025, 7:00PM Sydney, Australia time
Estimated Finish Time: Thursday, 26 June 2025, 11:59PM Sydney, Australia time
Estimated Duration: 5 hours
Customer Outage Expected? Yes
Affected Region and Data Source: NSW and BDM
During this time, their service will be unavailable. However, this will not impact 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.
Jun 23, 15:42 AEST
Resolved -
The Australian Document Verification Service has experienced an unscheduled outage, affecting the verification of Passports, Driver License and other identity documents.
Start Time: 25 June 2025 — 2:54 AM AEST End Time: 25 June 2025 — 4:45 AM AEST
Jun 25, 02:54 AEST