Minor incident

Sumsub: Connectivity issues for some users in Vietnam

Affected: MobileSDK, WebSDK

Current status of Sumsub: Operational — live Sumsub status

Timeline

1. Oct 2, 2026, 20:40 UTC
   investigating
   We are investigating reports of connectivity issues affecting some end users in Vietnam. Affected users may fail to load the verification flow or the liveness/selfie step, or get connection errors in the Mobile or Web SDK. Verification from other regions or countries is not affected. We will post an update as soon as we have more information.
2. Oct 5, 2026, 12:35 UTC
   identified
   Some internet providers in Vietnam are currently blocking connections to our services. As a result, some end users in Vietnam may be unable to load the verification flow or finish the liveness/selfie step. The impact is limited to a small number of users on the affected networks. As a workaround, affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. Clients with VPN/proxy restrictions enabled may want to review flagged applicants from Vietnam during this period. We are investigating the cause internally. We will post updates on this incident weekly, and sooner if there is significant progress.
3. Oct 15, 2026, 14:22 UTC
   identified
   We are continuing to work on the connectivity issues affecting some end users in Vietnam. Our team is engaging with the affected internet providers individually to determine the cause of the blocking and to restore access. There are no further updates at this time. The workaround remains the same: affected users can switch to a different network (for example, mobile data from another provider) or use a VPN to complete verification. Clients with VPN/proxy restrictions enabled may want to review flagged applicants from Vietnam during this period. We will keep you informed and post the next update as soon as there is meaningful progress.

Updates as published by Sumsub (original).