Jelou - Intermittent Issues with Biometric Validation and Identity Verification Services – Incident details

Civil Register - Ecuador experiencing degraded performance

Intermittent Issues with Biometric Validation and Identity Verification Services

Resolved
Major outage
Started about 2 months agoLasted 1 hour 24 minutes

Affected

API

Major outage from 1:30 PM to 2:54 PM

API de biometría

Major outage from 1:30 PM to 2:54 PM

Updates
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Monitoring
    UTC
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    UTC
    Investigating

    We are currently investigating intermittent performance degradation affecting biometric identity verification workflows (including document scanning and facial liveness checks).

    End users may encounter extended processing times or intermittent timeouts during verification attempts. All other platform features and messaging channels remain fully operational. Our engineering team is actively diagnosing upstream provider connectivity and integration endpoints to restore full stability.