Critical incident

Sumsub: Temporary ticketing system outage

Affected: Support Systems

Current status of Sumsub: Operational — live Sumsub status

Timeline

1. May 28, 2026, 17:39 UTC
   investigating
   Our Support systems are currently experiencing outage caused by a failure at our infrastructure provider. As a result, all messaging channels and ticketing workflows are unavailable. Slack, Telegram and Dashboard chats are non-functional. Messages are not reaching Support Team. Ticket creation — blocked. New tickets cannot be created via any channel. Existing ticket replies — not visible to the support team. Customer replies on open tickets are not appearing in our systems The issue is on the provider's side and is outside our control. Although no ETA available at this time, we are actively investigating with our provider to return service back to operational state.
2. May 28, 2026, 19:06 UTC
   resolved
   The infrastructure provider confirmed an incident and currently investigating the root cause. Ticketing functionality is restored, all previous messages can be resubmitted and processed by the support team.

Updates as published by Sumsub (original).