2025-06-16 - Service Instability for Identity Verification & Authentication - (All DC)

Conversion Degradation on Android Chrome Since June 16th, we have observed a decline in conversion rates across all our data centers (US, EU, and SGP). This issue has affected our Identity Verification and Authentication services, causing some transactions to fail and return a "NOT_EXECUTED" status. After thorough analysis, we identified that this problem is isolated to Android devices running Chrome version 137 and above, following a recent update pushed by Google. Users on affected devices may experience performance issues, including lag or transaction timeouts, particularly when capturing Selfie/liveness images. Our engineering team has pinpointed the root cause and is actively working on a resolution. The services degradation would have started with the deployment of the new version of Chrome, which we noticed started from: 2025-06-16 07:30 UTC. We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding as we work to restore full service functionality. If you have any questions, please contact Jumio Support at https://support.jumio.com or [email protected].

Created 15 days ago