RETROACTIVE - Document Verification request endpoint failure

Root Cause Analysis:

Report on Socure ID+ API errors for few endpoints - Jan 08, 2026

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Summary:

On January 8, 2026, between 3:46 AM and 4:06 AM EST, a subset of Socure ID+ API requests—specifically DocV document request endpoints—experienced failures. During this window, requests returned 4xx responses. The issue was caused by a brief and unexpected loss of connectivity on a database instance. Services automatically recovered within minutes, and no customer action was required.

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Incident Timeline:

• First Detected: January 8, 2026, 3:48 AM EST
• Incident Window: January 8, 2026, 3:46 AM – 4:06 AM EST
• Impact Duration: Partial, specific to document requests during the window above

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Customer Impact:

• Failures observed for DocV document requests API calls
• Other Socure services were not impacted
• No data loss was observed

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Description of Incident:

Socure performs routine, planned infrastructure maintenance to ensure platform reliability and performance. During a scheduled maintenance activity on January 8, 2026, an unexpected and brief interruption in database connectivity occurred on one database instance. This interruption caused temporary write failures, which surfaced as 4xx responses for affected API endpoints.

The platform’s built-in recovery mechanisms restored connectivity automatically within minutes, and all services returned to normal operation without manual intervention.

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Resolution:

The connectivity issue self-resolved as the affected database instance re-established stable connections. Full service functionality was restored automatically within minutes.

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Preventive Actions / Mitigation Plan:

To reduce the likelihood of similar incidents in the future, Socure is taking the following actions:

• Reviewing and strengthening database connectivity and failover configurations
• Implementing additional safeguards to further improve resilience during maintenance activities