Is Onfido Down?

### Summary Between 15:20 and 18:10 UTC on 4 Nov 2026, the  GET /v3/media/motion\_captures  and  GET /v3/media/id\_photos  endpoints returned  404 Not Found  instead of  200 OK  with an empty list when the requested applicant had no media. Roughly half of the requests to the calls to these endpoints were impacted during this period. ### Root Causes We changed how the service checks whether an applicant exists, to improve performance. A side effect was that "no media found" started returning 404 instead of an empty list. This broke the documented API contract. Our automated API tests were not being triggered within service's deployment pipeline, so the issue was not preemptively caught. The endpoints had limited alerting, which compromised our visibility and response to the incident. ### Timeline * 15:10 UTC: Rollout of the change started. * 15:20 UTC: The first 404s appeared. * 15:46 UTC: A customer reported the issue. * 16:59 UTC: The customer reported issue escalated to Engineering. * 18:02 UTC: Declared an incident. * 18:07 UTC: Started reverting the change. * 18:10 UTC: The revert completed and the endpoints returned to normal. * 18:16 UTC: The recovery was confirmed. ### Remedies The deployment was reverted and both endpoints now behave as documented. To prevent this type of problem from reoccurring, we will: * Incorporate API contract tests in this service's rollout pipeline, blocking the deployment upon failure. * Improve alerting and monitoring for the affected endpoints. * Ensure these same safeguards are applied consistently to all Biometrics-owned public endpoints. --- [2026-11-04T19:15:14.093Z] (resolved) This incident is resolved. It was caused by a faulty code change which has been reverted. We apologize for this disruption. A detailed postmortem will follow once we've concluded our investigation. --- [2026-11-04T19:13:06.343Z] (identified) We continue to monitor the situation. The system remains stable. --- [2026-11-04T19:11:47.768Z] (identified) The issue has been identified and we are monitoring the resolution --- [2026-11-04T19:09:42.345Z] (monitoring) A fix has been deployed and we are monitoring --- [2026-11-04T19:07:19.043Z] (investigating) Increased 404 eror rate when listing motion media

This incident has been resolved. We have confirmed that the fix has solved the underlying error on Identity Reports (UK). Thank you for your patience. --- [2026-10-29T10:47:34.970Z] (monitoring) The fix for the Identity Reports (UK) issue has worked and the checks with errors have stopped. Previously affected checks will be reprocessed automatically. We will keep monitoring. --- [2026-10-29T10:39:40.721Z] (identified) Our team has identified the source of the issue with the Identity Reports (UK) errors, which is related to one of our third-party data providers, and is working to address the problem. --- [2026-10-29T10:33:19.904Z] (investigating) We're investigating reports of problems completing Identity Reports (UK). Some checks may take longer than usual or return errors. We are working hard to make sure that completion times return to normal.

Our services are operational again. --- [2026-10-23T01:47:08.668Z] (monitoring) The provider's services have been restored, our UK eVisas tasks are completing again. --- [2026-10-23T01:22:44.527Z] (identified) We can't currently complete UK eVisa reports and tasks because of an outage of our provider.