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The Australian Document Verification Service has reported intermittent disruptions in Australia, primarily affecting the verification of Citizenship Certificate, Immigration Card and other identity documents. During this period, users may encounter ‘S’ (system error) responses until the issue is fully resolved. Start Time: 09 June 2025 — 9:15 PM AEST

The Australian Document Verification Service has advised that it is experiencing intermittent errors in processing passport verifications. Start time: 9 June 2025 - 7:45 PM AEST

The issue affecting entity loading in the FrankieOne Portal has now been resolved as of 5:48 PM AEST.Users should now be able to access entities without any issues. If you continue to experience problems, please try clearing your cache and re-logging in, or reach out to our support team.

We are aware of an issue where some users are unable to load entities in the FrankieOne Portal.✅ Current Workaround: Please try clearing your browser cache and re-logging into the Portal.🛠️ Our engineering team is actively working on a permanent fix. We will provide further updates as soon as possible.Thank you for your patience.

The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:Start Time: Wednesday, 4 June 2025, 3:00 PM Sydney, Australia timeEstimated Finish Time: Wednesday, 4 June 2025, 11:00 PM Sydney, Australia timeEstimated Duration: 8 hoursCustomer Outage Expected? YesAffected Region and Data Source: VIC, Australia and BDMDuring this time, their service will be unavailable. However, this will not impact the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The issue affecting entity loading in the FrankieOne Portal has now been resolved as of 5:48 PM AEST. Users should now be able to access entities without any issues. If you continue to experience problems, please try clearing your cache and re-logging in, or reach out to our support team.

We are aware of an issue where some users are unable to load entities in the FrankieOne Portal. ✅ Current Workaround: Please try clearing your browser cache and re-logging into the Portal. 🛠️ Our engineering team is actively working on a permanent fix. We will provide further updates as soon as possible. Thank you for your patience.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:Start Time: Sunday, 1 June 2025, 6:00 AM Sydney, Australia timeEstimated Finish Time: Sunday, 1 June 2025, 8:00 AM Sydney, Australia timeEstimated Duration: 2 hoursCustomer Outage Expected? YesAffected Region and Data Source: Australia and PassportDuring this time, their service will be unavailable. However, this will not impact the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:* Start time: Saturday, 31st May, 16:00 Sydney Australia time.* Estimated finish time: Saturday, 31st May, 18:00 Sydney Australia time.* Estimated Duration: 2 hours* Customer outage is expected? Yes* Affected Region and Data source: Australia and VisaDuring this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

One of our verification partners experienced a temporary issue that impacted identity checks for Australian users. They have now confirmed that the issue has been resolved.Start time: 06:30 AM AEDTEnd time: 08:57 AM AEDT

One of our verification partners experienced a temporary issue that impacted identity checks for Australian users. They have now confirmed that the issue has been resolved. Start time: 06:30 AM AEDT End time: 08:57 AM AEDT

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:* Start time: Tuesday, 27th May, 05:00 Sydney Australia time.* Estimated finish time: Tuesday, 27th May, 08:00 Sydney Australia time.* Estimated Duration: 3 hours* Customer outage is expected? Yes* Affected Region and Data source: Australia and VisaDuring this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The KYC service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:Start Time: Monday, May 26, 05:00 Sydney, Australia timeEstimated Finish Time: Monday, May 26, 08:00 Sydney, Australia timeEstimated Duration: 3 hoursCustomer Outage Expected? YesAffected Region and Data Source: Australia and Driver LicenceDuring this time, their service will be unavailable. However, this will not impact the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

The KYB service will be impacted by scheduled maintenance from one of our data source providers. Please find details below:* Start time: Wednesday, 24th May 2025, 18:30 Sydney Australia time.* Estimated finish time: Wednesday, 25th May 2025, 18:30 Sydney Australia time.* Estimated Duration: 24 hours* Customer outage is expected? Yes* Affected Region and Data source: Australia and Business APIDuring this time their service will be unavailable, however this will not impact on the wider FrankieOne service, and your existing alternative sources will be unaffected.Please do not hesitate to contact your account manager should you have any questions.

SummaryFrankieOne would like to advise of a recent release to our platform. Full release notes available through the link https://docs.frankieone.com/v1.14.1/release-notes#19-may-2025Customer ImpactNone

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes available through the link https://docs.frankieone.com/v1.14.1/release-notes#19-may-2025 Customer Impact None

The Australian Document Verification Service has reported intermittent disruptions in Australia, primarily affecting the verification of Passports and other identity documents. During this period, users may encounter ‘S’ (system error) responses until the issue is fully resolved. Start Time: 20 May 2025 — 7:30PM AEST End Time: 20 May 2025 — 8:52PM AEST

We experienced an increased number of API errors in Australian Driver's License verification processes. Users might have received intermittent system errors 'S' responses. The outage was resolved on 11th May, 2025. Start time: 08:30 AM AEDT End time: 09:05 AM AEDT

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes available through the link https://docs.frankieone.com/v1.14.1/release-notes#07-may-2025 Customer Impact None

The New Zealand credit bureau provider experienced a temporary service disruption that impacted performance. The vendor has confirmed that the service has now been fully restored. Start Time: 1:03 PM End Time: 2:15 PM

The Australian Document Verification Service has reported intermittent disruptions in Australia, primarily affecting the verification of Passports and other identity documents. During this period, users may encounter ‘S’ (system error) responses until the issue is fully resolved. Start Time: 19 April 2025 — 02:00 AM AEST End Time: 19 April 2025 — 03:00 AM AEST

The Australian Document Verification Service has confirmed that the issue has been resolved and services are running up. End time: 13:42 16/04/25

The Australian Document Verification Service has advised that they are experiencing intermittent errors in Australia, specifically impacting Passport and other document verification processes. Users may receive system errors 'S' responses until the issue is resolved. Start Time: 13:26 AEST 16/04/25

We’d like to confirm that the issue has now been fully resolved. The fix has been successfully deployed, and we have observed stable performance since then. Thank you for your patience, and please don’t hesitate to reach out if you notice anything further.

A fix has been deployed for the earlier reported intermittent timeouts on the Production API. We are currently monitoring the system closely to ensure stability and confirm that the issue has been fully resolved. We will provide a final update once the incident is confirmed to be fully resolved. Thank you for your continued patience.

We have identified the root cause of the intermittent timeouts affecting the Production API. Our engineering team is actively working on a fix to resolve the issue. We appreciate your patience and will provide further updates as progress continues.

We are currently experiencing intermittent timeout issues affecting the Production API. Our team is actively investigating the root cause with the highest priority. We will continue to monitor the situation closely and provide updates as soon as more information becomes available.

This incident has been resolved. End time: 13:24 10/04/25

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. Users may receive system errors 'S' responses until the issue is resolved. Start Time: 12:51 10/04/25

This incident has been resolved. End Time 13:15 07/04/25

The Australian Document Verification Service has advised that they are experiencing intermittent errors in Australia, specifically impacting Passport and other document verification processes. Start Time: 11:37 07/04/25

The issue causing elevated API errors for Australia Non-ID verification has now been resolved. The service is operating normally, and we are continuing to monitor for stability.

We're experiencing an elevated level of API errors for Non-ID verification in Australia and are currently looking into the issue.

The earlier reported issue with intermittent errors while processing Australian passport verifications via the DVS has now been resolved. We have confirmed stability in the service and passport verifications are now functioning as expected.

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing passport verifications. Start time: 11:17 07/03/25

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification. Start Time: 9:40AM AEDT End Time: 10:25AM AEDT

The Document Verification Service in Australia has confirmed that the issue impacting the documents was resolved on 01 April 2025 at 14:58 AEDT.

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. Users may receive system errors 'S' responses until the issue is resolved. Start Time: 13:07 AEDT

We experienced an increased number of API errors in Australia, specifically impacting Passport and other document verification processes. Users might have received intermittent system errors 'S' responses or checks might have been failed for entities. The incident was resolved on 26th March, 2025. Start time: 02:54 AEDT End time: 04:00 AEDT

We experienced an increased number of API errors in Australia, specifically impacting Passport and other document verification processes. Users might have received intermittent system errors 'S' responses. The incident was resolved on 29th March, 2025. Start time: 12:35 AEDT End time: 15:35 AEDT

We experienced an increased number of API errors in Australia, specifically impacting Passport and other document verification processes. Users might have received intermittent system errors 'S' responses. The incident was resolved on 25th March, 2025. As a result, you may have encountered intermittent system errors returning ‘S’ responses. Start time: 21:00 AEDT End time: 21:59 AEDT

We are marking the incident related to Biometrics Checks as resolved. The issue started at approximately 8:00 PM AEDT on 20/03/2025 and was resolved at 9:25 PM AEDT on 21/03/2025. Please reach out to us in case of any further concerns.

We have received confirmation that the issue is now resolved and we are currently monitoring the situation.

The third-party vendor is experiencing an unplanned outage affecting biometrics checks. Their team has identified the issue and is working on a fix.

We experienced an increased number of API errors in Australia, specifically impacting Passport and other document verification processes. As a result, you may have encountered intermittent system errors returning ‘S’ responses. Start time: 20:10 19/03/2025 End time: 22:15 19/03/2025

We encountered a higher-than-usual number of API errors specific to Australia, impacting both Medicare and Passport verification processes. The incident was resolved on 16th March, 2025. Start time: 06:50 PM AEDT End time: 08:58 PM AEDT

We observed an unusually high number of API errors in Australia, affecting both Medicare and Passport verification processes. The issue was resolved on March 17, 2025. Start time: 19:25 AEDT End time: 21:40 AEDT

We encountered a higher-than-usual number of API errors specific to Australia, impacting Passport verification processes. You might have received intermittent system errors 'S' responses. The incident was resolved on 15th March, 2025. Start time: 03:00 AM AEDT End time: 07:16 PM AEDT

We encountered a higher-than-usual number of API errors specific to Australia, impacting Immigration Card and Visa. You might have received intermittent system errors 'S' responses. The incident was resolved on 17th March, 2025. Start time: 12:04 AM AEDT End time: 9:21 AM AEDT

We encountered a higher-than-usual number of API errors specific to Australia, impacting both Medicare and Passport verification processes. The incident was resolved on 13th March, 2025. Start time: 05:00 PM AEDT End time: 07:09 PM AEDT

The Document Verification Service in Australia has confirmed that the issue impacting the documents was resolved on 11 March 2025 at 8:08 PM AEDT.

We are encountering a higher-than-usual number of API errors specific to Australia, impacting both Medicare and Passport verification processes. We will keep you posted with further updates. Start Time: 14:00 AEST

The Document Verification Service in Australia has confirmed that the issue impacting the documents was resolved on 10 March 2025 at 5:06 PM AEDT.

The Document Verification Service in Australia is still investigating this issue. Documents in Australia continue to be intermittently impacted by this issue.

We are encountering a higher-than-usual number of API errors specific to Australia, impacting both Medicare and Passport verification processes. We will keep you posted with further updates. Start Time: 12:19 AEST

This incident has been resolved.

We have received a confirmation from vendor that the issue has been resolved. End Time: 05:56 PM AEDT

You may receive intermittent system errors 'S' responses until the issue is resolved. Further information will be provided as appropriate. Start Time : 11:17 AM AEDT

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes are available through the link https://docs.frankieone.com/v1.14.1/changelog/release-25q1r2 Customer Impact None

We experienced a temporary service disruption on 28th January due to an issue with ABR’s certificate, which affected business ownership queries. The issue lasted for approximately 30 minutes and has since been resolved. Start time: 28th January, at 8:10 PM End time: 28th January, at 8:40 PM

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes are available through the link https://docs.frankieone.com/changelog/release-25q1r1 Customer Impact None

We experienced a degraded performance of vendor portal and APIs. The issue began at approximately January 20, 2025 - 13:28 AEDT and was fully resolved by January 20, 2025 - 15:06 AEDT. All services are now operating normally.

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes are available through the link https://docs.frankieone.com/changelog/release-24q4r6 Customer Impact None

We experienced partial outage of the purchasing component of vendor application portal and APIs. The issue began at approximately 16:08 AEDT on January 14th and was fully resolved by 16:12 AEDT. All services are now operating normally.

Summary FrankieOne would like to advise of a recent release to our platform. Full release notes are available through the link https://apidocs.frankiefinancial.com/changelog/release-24q4r5 Customer Impact None

We have received confirmation from the vendor that the incident was resolved at 10:39 AEDT.

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification. Start Time: December 23rd, 2024, 09:11 Am AEST

We were informed by our vendor of service disruptions affecting NZ data sources of Driving License and Passport. Start Time: 21st December 2024, 22:00 NZDT End Time: 22nd December 2024, 09:25 NZDT This incident has been resolved and all services have been fully restored.

We have received confirmation from the vendor that the incident was resolved at 14:20 AM AEDT.

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification. Start Time: 11:01 AM AEDT

We received a notice from the 3rd party vendor about essential maintenance service, which caused a disruption affecting secondary ID documents in Australia. This incident has been fully resolved now. Start Time: 12:04 AM AEDT End Time: 8:50 AM AEDT

We have received confirmation from the vendor that the incident was resolved at 1:55 PM AEDT

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification. Start Time: 11:01 AM AEDT

This incident has been resolved.

A OneSDK change from 19th Nov has been rolled back as of 8AM AEDT on the 20th of Nov and OneSDK is back to operational status. FrankieOne is still monitoring for issues and impacted customers will be contacted directly.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently experiencing an issue with OneSDK. Our development team is investigating the root cause and working on a fix to restore full functionality. We understand the impact this may have and are prioritizing the resolution. We will provide further updates as soon as we have more information. We appreciate your patience and understanding. If you have any urgent concerns, please don't hesitate to reach out to our support team.

We have received confirmation from the vendor that the incident was resolved at 1:00 PM AEDT

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification. Start Time: 10:00 AM AEDT

We have received confirmation from the vendor that the incident was resolved at 10:40 AEDT.

The Australian Document Verification Service has advised that they are experiencing intermittent errors processing document verifications. You may receive intermittent S responses from a document verification.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We’ve received an update from the vendor confirming that the production issue has been resolved, and the root cause for UAT has been identified. We’ll keep you posted on further developments.

We're experiencing an elevated level of API errors while generating tokens for Incode(UAT and Production) and are currently looking into the issue.

This incident has been resolved.

The fix has been successfully deployed in both UAT and Production, and we are now monitoring. All testing on our end has passed.

We’ve identified the root cause and are actively working on a fix.

We're experiencing an elevated level of API errors while generating tokens for Incode(UAT and Production) and are currently looking into the issue.

This incident has been resolved and impacted records have been remediated where applicable.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix has been applied

An Issue has been seen occurring causing disruption to ALL PEP/Sanction/AML checks running through ComplyAdvantage to fail. This is currently being investigated by the team and a resolution is being worked on.

This incident has been resolved.

The KYB Service is now restored and is under monitoring. We've worked with our vendor to resolve the issue by rolling back a change made on 10th October

We are currently investigating an issue with running Single Level and UBO Reports with PDFs coming with blank PDFs. We're liaising with our vendor to investigate the issue and will provide an update in 2 hours.

We were informed by our vendor of service disruptions affecting NZ data sources. Start Time: 1st October 2024, 20:00 NZST End Time: 1st October 2024, 23:00 NZST This incident has been resolved and all services have been fully restored.

We received a notice from the 3rd party vendor about a partial loss of service, which caused a disruption affecting all document types and Non-ID verification in Australia. This incident has been fully resolved now. Start Time: 15:04 AEST Resolved Time: 16:20 AEST