Outage report · Major outage

Onfido (Entrust) outage on Jan 21, 2026

Document Reports not being processed in US

SeverityMajor outage

StartedJan 21, 2026, 11:05UTC

ResolvedJan 21, 2026, 12:34UTC

Duration1h 29m

What happened

Onfido (Entrust) reported a major outage starting Jan 21, 2026, 11:05 UTC, affecting Document Verification, Autofill. It was marked resolved at Jan 21, 2026, 12:34 UTC.

The incident lasted 1h 29m from first report to resolution.
Onfido (Entrust) had reported 6 other partial or major outages in the 90 days before it.
4 other vendors we track reported a significant incident within 12 hours of it.

Latest update from Onfido (Entrust)

### Summary Around 10:29 UTC, around 10 minutes after restoring service in the EU and CA from the 10:05-10:17 UTC outage, we go alerted for high error rate in the US region and we noticed the new ML model version was back online in that region. This impacted Turnaround Time \(TaT\) for all Document Report and Studio Autofill until 12:11 UTC. Autofill Classic had an average 100% error rate during the same time frame. All impacted Document Reports and Studio Autofill tasks were completed successfully with an average TaT of ~40 minutes. ### Root Causes A previously rolled back version of an ML model went back live automatically in the US region. The automated canary reversal did not succeed in that region, leaving the deployment in an inconsistent state. As a result, the model routing labels were not updated as expected during the next forced deployment, and traffic continued to be served by pods running the incorrect model version until we manually rolled back the model in the clust

Read Onfido (Entrust)'s official incident report ↗