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Socure Status - Incident History

Scheduled Maintenance – RiskOS Production Metadata Store

THIS IS A SCHEDULED EVENT Jul 18, 04:00 - 04:30 EDT
Scheduled - Scheduled Start: July 18, 2026, 4:00 AM ET
Expected Duration: Approximately 30 minutes
The RiskOS Production Metadata Store will undergo routine maintenance performed by our cloud provider. This maintenance will be fully managed and executed by the provider.
We do not expect any service impact during this maintenance window. However, there is a possibility that a small number of requests may experience temporary errors while the maintenance is in progress.
Thank you for your understanding.

[SEV3] Errors affecting enablement of Watchlist Monitoring Subscriptions

Resolved - We have confirmed that Watchlist Monitoring subscription enablement has returned to normal operation, with no further errors observed. This issue is now resolved.
Thank you for your patience while we worked through this.

Monitoring - A release has been completed to address the elevated errors affecting Watchlist Monitoring subscription enablement. We have not observed any further errors in the last several minutes and are continuing to monitor to confirm full resolution.

Identified - We have identified the root cause of the elevated errors affecting requests. Our team is currently working on a fix to address the issue.
We will provide a further update once the fix has been applied.

Investigating - We are currently investigating elevated 400 (Invalid Request) errors affecting requests to enable Watchlist Monitoring subscriptions. This issue has been ongoing since approximately 6:20 AM ET.
We will provide updates as more information becomes available.

RETROACTIVE: [Sev3] Elevated 5XX errors for Watchlist

Resolved - On July 14, we experienced an issue that resulted in elevated 5XX errors affecting Watchlist Screening requests approximately between 9:23 AM and 9:31 AM EDT.
This issue impacted Watchlist Plus and Watchlist Premier services only. We apologize for the inconvenience and appreciate your patience.

eCBSV - Maintenance Notification

Completed - The scheduled maintenance has been completed.
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Scheduled - During 11:00PM (ET) Saturday, July 11, 2026, thru 1:00AM (ET) Sunday, July 12, 2026 (2hrs), SSA will be utilizing a portion of the standard maintenance window to complete multiple activities and anticipate an outage for the eCBSV service during this timeframe.

[SEV 3] 5xx Errors Across Multiple Modules

Resolved - Socure services have now fully recovered and are operating normally. Our engineering and operations teams will continue to work to conduct a comprehensive root cause analysis (RCA) of the incident. We will share the RCA publicly within the next few days once this review is complete.
Investigating - We are currently experiencing 5xx errors affecting multiple modules. Our team is actively investigating the issue and will provide updates as more information becomes available.

RETROACTIVE: [Sev2] RiskOS Delayed Webhook Deliveries

Resolved - Between Thursday, June 25, 2026, at 2:06 PM EDT and Friday, June 26, 2026, at 6:03 AM EDT, customers subscribed to webhook events experienced delayed webhook deliveries due to an issue affecting our webhook processing pipeline.
During this period, approximately half of the webhook deliveries were delayed. No webhook events were lost.
We are continuing to investigate why a subset of webhook events became blocked from processing and why the backlog later surfaced without intervention. We will publish a detailed root cause analysis (RCA), including corrective actions, once our investigation is complete.

RiskOS Service Degradation

Resolved - The issue impacting RiskOS has been resolved, and service has returned to normal operation. Customers should no longer experience errors, degraded performance, or delays when accessing RiskOS services and workflows.
Our teams have confirmed system stability and will continue to monitor performance closely.
We appreciate your patience throughout this incident and apologize for the impact this outage may have had on your operations.

Document Request Link Generation Degradation

Resolved - The issue affecting Document Request link generation has been resolved, and functionality has been fully restored.
Our engineering team has completed the necessary changes and validated the fix. Users should now be able to generate Document Request links normally.
We apologize for the inconvenience and appreciate your patience while we worked to resolve the issue.
Update - We are continuing to work on a fix for the issue affecting Document Request link generation. The revert process is taking longer than initially anticipated.
Identified - We have identified the issue causing Document Request link generation to remain in a loading state for some users.
Investigating - We are investigating an issue where some users may be unable to generate Document Request links from the dashboard.

RETROACTIVE: RiskOS API Degradation

Resolved - On June 16, 2026, from 03:45 AM to 04:03 AM EDT, RiskOS APIs experienced elevated error rates. The issue is fully resolved and all systems are now operating normally.
The degradation occurred during remediation work tied to an networking error alert. A subset of API requests returned 5XX errors during this window, though the service remained partially available throughout.
No customer action is required. A full Root Cause Analysis (RCA) will be shared once the investigation concludes.

RETROACTIVE: [Sev 2] OTP Verifications Degradation

Resolved - On June 15, 2026, between 12:15 AM and 1:00 AM EDT, the OTP Verification endpoint experienced elevated error rates. The system recovered automatically at 1:00 AM EDT. No action is required from customers.
Our investigation confirmed the issue was transient. All systems are operating normally.
A Root Cause Analysis (RCA) will be published once our investigation is complete.

eCBSV - Maintenance Notification

Completed - The scheduled maintenance has been completed.
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Scheduled - During 11:00 PM (ET) Saturday, June 13, 2026 to 3:00AM (ET) Sunday, June 14, 2026, SSA will be utilizing a portion of the standard maintenance window to complete multiple activities and anticipate an outage for the eCBSV service during this timeframe.

RETROACTIVE: Increased Latency for DocV

Resolved - Between 1:22 PM and 1:31 PM ET, DocV experienced a latency spike due to an internal node upgrade. During this 9-minute window, some customers may have experienced increased latency or timeout errors.
The change was reverted right after the latency spike and DocV performance has returned to normal. We apologize for any inconvenience this may have caused.

Admin Dashboard Transaction Search Latency

Resolved - The issue causing increased latency and intermittent timeouts on the Transaction Search page within the Admin Dashboard has been resolved, and functionality has returned to normal.
API requests and transaction processing were not impacted during this incident.
We apologize for any inconvenience and appreciate your patience.
Identified - API requests and transaction processing remain unaffected.
Investigating - We are currently investigating an issue causing increased latency and intermittent timeouts on the Transaction Search page within the Admin Dashboard. Our engineering team is actively working to resolve the issue and restore normal performance.

RiskOS Service Outage

RETROACTIVE: [SEV2]- RiskOS Service Degradation

Resolved - On June 3, 2026, at 12:50 AM ET, a subset of RiskOS customers experienced degraded functionality affecting evaluation processing, API responses, and portions of the RiskOS user interface.
The issue was caused by an internal configuration error that impacted the availability of certain application capabilities.
We sincerely apologize for the disruption and appreciate your patience while we worked to resolve the issue.

RETROACTIVE: [SEV3] Intermittent 5xx Errors on DocV Requests For EmailAuthScore Endpoint

Resolved - On May 23rd, 2026 between 12:20 AM ET and 1:12 AM ET, we observed 5xx errors returned by the EmailAuthScore endpoint for the DocV module.
Minimal transaction failures occurred during this time. Errors have completely subsided and our team will share an RCA after analysis.

End Users Not Receiving DocV SMS Links

Resolved - The issue affecting DocV SMS delivery has been resolved. End users should now receive DocV SMS messages as expected.
Investigating - We are currently experiencing temporary SMS delivery delays for a small subset of users, which may require retrying verification attempts.

SSA Early System Shutdown Announcement

Completed - The scheduled maintenance has been completed.
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.

[SEV3] Intermittent Latency and 5xx Errors for DocV/Image Alert List Transactions

Resolved - Our team has applied a fix to prevent any recurrence of latency and intermittent 5xx errors for DocV transactions calling Image Alert List.
Investigating - We are aware of an issue that caused latency and intermittent 5xx errors that affected a small subset of DocV transactions that call Image Alert List.

Maintenance – Riskos routine maintenance (No Impact Expected)

Completed - The scheduled maintenance has been completed.
Scheduled - The RiskOS platform will undergo scheduled routine maintenance on Sunday, May 10, 2026, from 04:00 AM to 04:30 AM EDT.
This maintenance will be fully managed and executed by our cloud provider, and no service impact is expected during this time.

eCBSV - Maintenance Notification

Completed - The scheduled maintenance has been completed.
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.