High flagging rate for Document Video Reports

Incident Report for Onfido

Postmortem

Summary

A change was deployed with a bug that resulted in ~30% of all Document Video Reports during a 3 hour period to be falsely rejected for Invalid Media Signature.

Root Causes

This incident was caused by a change deployed to our backend systems, that started incorrectly marking reports with unsigned medias as having incorrect signatures.

Timeline

09:52 GMT: A change is deployed incorrectly marking unsigned medias as having invalid signatures

12:33 GMT: The team that owns the service is alerted of the issue

12:54 GMT: The change in media signatures handling is identified as the root cause

13:07 GMT: The service is rolled back, and the error stops

Remedies

We are refining our monitoring for the relevant service, so that issues similar to this one will be resolved in a more timely manner.

We are reviewing our end to end test suite to ensure consistency in media signature verification.

Posted Nov 18, 2025 - 16:27 UTC

Resolved

This issue is now resolved:

We take a lot of pride in running a robust, reliable service and we're working hard to make sure this does not happen again. A detailed postmortem will follow once we've concluded our investigation.

Posted Nov 14, 2025 - 14:10 UTC

Monitoring

The issue has been fixed for new checks going forward. We are still working on assessing the impact for the completed checks.

We will provide a further update in 30 minutes.

Posted Nov 14, 2025 - 13:48 UTC

Identified

The issue has been identified and a fix is being rolled out.

We will provide a further update in 30 minutes.

Posted Nov 14, 2025 - 13:22 UTC

This incident affected: USA (us.onfido.com) (Document Verification), Canada (ca.onfido.com) (Document Verification), and Europe (onfido.com) (Document Verification).