Outage report · Major outage

Onfido (Entrust) outage on Oct 20, 2025

Outage in the US region

SeverityMajor outage

StartedOct 20, 2025, 13:45UTC

ResolvedOct 20, 2025, 20:19UTC

Duration6h 34m

What happened

Onfido (Entrust) reported a major outage starting Oct 20, 2025, 13:45 UTC, affecting API, Dashboard, Document Verification, Facial Similarity, Watchlist, Identity Enhanced, Webhooks, Known faces and 2 more. It was marked resolved at Oct 20, 2025, 20:19 UTC.

The incident lasted 6h 34m from first report to resolution.
It was the longest significant outage Onfido (Entrust) reported in the 12 months up to it.
Onfido (Entrust) had reported 3 other partial or major outages in the 90 days before it.
12 other vendors we track reported a significant incident within 12 hours of it.

Latest update from Onfido (Entrust)

# Summary On October 20th, our US regional instance experienced an outage over two distinct periods: from 06:48 UTC to 09:27 UTC, and again from 14:12 UTC to 18:43 UTC \(fully normalizing by 19:06 UTC\). This was caused by a series of major service disruptions with our infrastructure provider, AWS. During these periods, we were unable to accept and process reports, and access to supporting systems, like Dashboard, were mostly unavailable. # Root Causes This incident was caused by a large scale AWS outage in US-EAST-1, the region where we host our US instance. The problem began with a networking failure internal to AWS that led to cascading failures across a wide range of AWS services across the region. Unfortunately, the issue impacted all available zones \(AZ\) in the region, which rendered our multi-AZ redundancy ineffectual. # Timeline ## First outage period 06:48 UTC: API traffic into the US instance stops. No checks or workflows are being created for customers in the affecte

Read Onfido (Entrust)'s official incident report ↗