Identity Verification Uploads Incorrectly Prompting Retry

Incident Report for CertifID Services

Resolved

This incident has been successfully resolved and identity verifications are working as intended.

Posted Nov 04, 2026 - 13:30 EST

Monitoring

Our team has implemented a fix for the issue around identity verification retries and we are now monitoring to ensure full resolution. At this time clients should be able to successfully submit their identity verification as expected.

Posted Nov 04, 2026 - 11:13 EST

Identified

Our team has identified an issue with our Identity Verification flow where a small subset of users are incorrectly being prompted to retry their submission. This is not occurring on all transactions or impacting the accuracy of verifications. We're working with our vendor to implement a resolution as soon as possible.

Posted Nov 04, 2026 - 10:53 EST

This incident affected: Collect / Confirm and Match / IDV.