Between 8:59 AM and 10:08 AM today, we experienced an issue affecting IDV checks on V2 API, where errors occurred during the initial result processing stage.
As a result, some users may have experienced delayed verification results and may have seen warning or error messages in frontend applications during this period.All affected checks have since been successfully reprocessed via webhook retries and the underlying issue addressed. Verification results are now available and the system is operating normally

Following our continued monitoring of the reported issue, no anomalies, errors, or irregularities have been observed during the monitoring period. All systems are operating within normal parameters.

As a result, we are formally closing this incident.

If you experience any recurrence or notice any related issues, please do not hesitate to raise a new incident or reach out to the team.

Thank you for your patience and cooperation throughout this process.

Our team has identified the issue and made the needed changes. The API errors are now fixed, and we are no longer seeing any problems. We will monitor the system for a while and provide another update soon.

Following our earlier update where the issue appeared to be resolved and the incident was moved to monitoring, we are again observing intermittent API errors affecting the v2 endpoints.

Our team is continuing to investigate the issue to identify the underlying root cause. At this stage, the behaviour remains intermittent, and some API requests may still experience occasional failures.

We will continue monitoring and investigating the system and will share further updates as more information becomes available. We appreciate your patience while we work towards a resolution.

Our team has identified the issue and made the needed changes. The API errors are now fixed, and we are no longer seeing any problems. We will monitor the system for a while and provide another update soon.

We are currently investigating reports of intermittent errors affecting requests to the v2 API endpoints. Some customers may experience occasional failures or error responses when making API calls.

At this stage, the root cause of the issue has not yet been identified, and our engineering team is actively reviewing logs and system behaviour to determine the source of the problem.

Incident Start Time: 06:10 PM AEDT

Impact:
• Intermittent failures when calling v2 endpoints
• Some API requests may return error responses or time out

Next Update:
We will share further updates as soon as more information becomes available.

The issue affecting our KYB service, which was preventing new business verifications from successfully completing, has now been resolved. and the service has been restored to normal.

We are continuing to actively monitor the systems to ensure ongoing stability.

We're currently experiencing issues with our KYB service that is preventing new business verifications from successfully completing.
Our engineers have identified the problem and are actively working on implementing a fix.

The issue impacting orders for the France Extended Company Profile has now been resolved by the registry.

All services have been fully restored as of 2nd March at 7:38 PM AEDT.

We will continue to monitor the service to ensure stability. Please reach out to support if you experience any further issues.

We are aware of an issue impacting orders for the French Extended Company Profile document. Currently, some requests are failing to complete due to a vendor-side issue.

The vendor has identified the problem and is actively investigating the matter with the relevant registry.

We will continue to monitor the situation and provide further updates as they become available.

Start Time: 00:46 AM AEDT

The issue impacting the Australia Visa component has been resolved.

Incident Start Time: 10:29 AM AEDT
Incident End Time: 5:23 PM AEDT

This issue was caused by degraded performance from an upstream vendor. The vendor has now confirmed resolution, and services have returned to normal operation.

We are currently investigating an issue impacting the Australia Visa component due to degraded performance from an upstream vendor.

Start Time: 10:29 AM AEDT

The service is intermittently unavailable, and customers may receive system “S” error responses during this time.

The issue has been identified as vendor-related, and we are actively monitoring the situation while the vendor works toward resolution.

Incident Summary:
We experienced degraded performance from an upstream vendor impacting NZ Driver Licence checks.

Impact:
Customers may have experienced delays or intermittent timeouts when performing NZ Driver Licence verifications during the affected period.

Incident Window (AEDT):
Start Time: 01:44 PM AEDT – 19 February 2026
End Time: 03:44 PM AEDT – 19 February 2026

Resolution:
The vendor has confirmed that the issue has been resolved, and services have returned to normal performance levels. We continue to monitor the integration to ensure ongoing stability.

The earlier outage affecting FRANKIEONE production services has now been resolved. Our team identified the root cause and implemented corrective measures to restore full functionality. All services are operating normally at this time.

We will continue to monitor the platform closely to ensure stability. If you experience any further issues, please contact our support team.

Thank you for your patience.

We are currently experiencing outage on our FRANKIEONE production services. The team is actively investigating currently to restore the same.

Updates will be posted as soon as we have more details.

On 12 February 2026, between 9:15 AM AEDT and 10:15 AM AEDT, we experienced an issue impacting our Business API services, which affected retrieval of company data within the platform.

During this period, customers may have experienced intermittent errors or delays when accessing Business API endpoints, including credit report and related services.

The issue was identified and a fix was implemented. Services were fully restored by 10:15 AM AEDT, and we have continued monitoring to ensure stability.

We apologise for any inconvenience caused and appreciate your patience. Please reach out to Support if you continue to experience any issues.

The earlier incident impacting Visa verification services in Production has now been resolved.

Resolution Time:
8 February 2026 — 6:35 AM (AEDT)

Services have been fully restored and are operating as expected. We will continue to monitor to ensure ongoing stability.

If you continue to experience any issues, please contact Support.

We are currently experiencing an unscheduled outage affecting Visa verification services in the Production environment.

Impact:
During this period, customers may encounter errors when attempting Visa document verification. Requests may intermittently return a response status code “S” while the issue persists.

Start Time:
7 February 2026, 6:20 PM (AEDT)

Root Cause:
This issue has been identified as originating from an upstream verification service provider.

Next Update:
We are actively monitoring the situation and will provide updates as more information becomes available or once the service is restored.

Our continuous monitoring confirms that the vendor-side issue has been fully resolved, and all systems are operating normally. Thank you for your patience.

We’ve received confirmation from vendor that the rollback on their end has now been completed.

What happened:
Our identity verification vendor experienced a technical issue that prevented some verification sessions from completing at the final validation stage. The vendor has since rolled back the affected release and stabilized their Web Flow application.

Next steps:
Our monitoring indicates that identity verifications are now completing successfully. We will continue to closely monitor and perform additional testing. Please let us know if you observe any further issues.

We sincerely apologize for the disruption this may have caused to your operations and appreciate your patience while we worked with Incode to resolve the issue.

Issue has been identified at vendor end and rollback is in progress

Start Time: 12:40 PM AEDT

Impact:
We are currently experiencing an issue with one of our biometrics vendors. As a result, some end users may get stuck at the final validation stage during the ID verification process.

Status:
The issue has been identified and is under investigation with the vendor.

Next Steps:
We will provide updates as more information becomes available.
For further details or customer-specific queries, please reach out to Customer Success.

A vendor had a planned outage across a number of their services over the weekend, which impacted the New Zealand Passport Verification service used by our customers.

Impact:
During the outage window, customers may have experienced failures or unavailability when attempting NZ passport verification checks.

Outage Window:
Saturday 31 January, 10:00 PM – Sunday 1 February, 2:30 PM