Rightcheck - Issue when entering incorrect details on older type (maroon) passports – Incident details

All systems operational

Show current status

Issue when entering incorrect details on older type (maroon) passports

Resolved190 hours 6 minutes

Affected

Candidate App

Degraded performance from 10:10 AM to 8:17 AM

  • ResolvedUTC

    The Android app has now been updated, this incident has been resolved.

  • IdentifiedUTC

    We've identified the cause of the problem and are currently in the process of implementing a fix.

  • InvestigatingUTC

    We have discovered an issue on the Candidate App (Android devices only) when scanning older type (maroon) passports: entering incorrect details renders the biometric chip unreadable, even after correction. Typically, the chip scanning fails at 16%. While we work on a fix, candidates can utilise an alternative device (family/friend) and ensure correct input of their DOB, Passport Number, and Expiry Date - no data is stored on the device.