For limited group of users: Previously verified KYC were Rejected

Incident Report for The Sandbox Service Health

Resolved

Final Update: KYC Verification Issue Resolved

All affected users who experienced a false positive KYC verification issue have now had their status corrected.

We have been actively monitoring the situation and can now consider this issue fully resolved.

If you are still facing any issues, please report them through our [Support Portal](https://public.jsm.sandbox.game/servicedesk/customer/portals)

We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

Posted Mar 06, 2025 - 16:27 UTC

Monitoring

Update: KYC Verification Status Restored
All affected users who experienced a false positive KYC verification issue have now had their status corrected and we are monitoring the situation.

If you are still facing any issues, please report them through our Support Portal:
https://public.jsm.sandbox.game/servicedesk/customer/portals

We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

Posted Mar 06, 2025 - 13:39 UTC

Update

Update: KYC Integration Fix & Verification Restoration

1. The KYC integration issue was resolved on Monday, March 3, 2025.
2. We are actively working to restore the correct KYC verification status for the affected limited group of users as soon as possible.

We appreciate your patience and will provide further updates as needed.

Posted Mar 06, 2025 - 11:36 UTC

Identified

We are aware that some users are experiencing intermittent KYC verification since couple of days.
This issue has been caused by a recent change implemented by a third-party provider.
Our team is actively working on a resolution, and we will provide updates as soon as the issue is stabilized.

We sincerely apologize for any inconvenience this may cause and appreciate your patience while we work on a fix.

Posted Mar 06, 2025 - 09:08 UTC

This incident affected: The Sandbox Website (Authentication).