Document report turnaround time degradation (EU)

Incident Report for Onfido

Resolved

Document reports submitted over a 20-minute period on Aug 7th from 07:46 to 08:06 UTC experienced degraded turnaround times.

A preceding large and sudden spike in traffic overwhelmed the resources available to an internal service. The on-call team manually scaled the service at 08:06 UTC, after which new reports were processed as normal. Impacted reports had been queued and were subsequently cleared by 08:19 UTC.

The auto-scaling configuration of the offending service is being amended to prevent reoccurrence.

Posted Aug 07, 2025 - 07:46 UTC