All reports have been recovered. We're now back to normal processing and the incident is over.
Posted Mar 13, 2025 - 19:21 UTC
Monitoring
We're monitoring the run of pending reports. Almost done now. As previously stated, ongoing processing is back to normal. We'll update again once all pending reports affected during the incident have been recovered.
Posted Mar 13, 2025 - 19:07 UTC
Identified
A bad query has been identified as the main culprit. We continue to investigate the issue.
Posted Mar 13, 2025 - 18:37 UTC
Update
Processing times are back to normal for ongoing reports. There are some pending reports being automatically re-run by our graceful handling of errors as we update this incident page. We are continuing to investigate the issue.
Posted Mar 13, 2025 - 18:24 UTC
Investigating
We are currently investigating higher processing times for Facial Similarity and Known Faces reports in the EU region.
Posted Mar 13, 2025 - 18:06 UTC
This incident affected: Europe (onfido.com) (Facial Similarity, Known faces).