iDEAL verification not working
Incident Report for Evidos trust services
Postmortem

Summary

From Saturday 06/08/2022 14:50 CEST a certificate we use for the secure iDeal communication expired.

This caused issues where communication with iDeal was not possible. The issue was resolved on monday 08/08/2022 at 10:49 CEST.

People signing with iDeal during this period encountered errors and could not proceed. Other identified signing methods where not impacted.

Problem

The Evidos iDeal certificate was set to expire on the 6th of August. We prepared the expiry and new certificate rollover in advance as part of our regular certificate rollover process.

Before the expiry moment, our rollover process was triggered and performed, and a new certificate was registered at the iDeal bank end. However, after expiry it turned out that the old certificate was still referenced in part of our database and therefore iDeal showed errors during the signing process as connection could not be made. We have error monitoring on iDeal transactions, but because of the error minimum threshold, in combination with low traffic in the weekend during the holiday period, the errors did not pass the minimum threshold and therefore our team was not notified through the emergency channels.

Solution

‌After receiving customer notifications about this error through our support channel, we directly redeployed the correct new certificate, iDeal resumed working.

Mitigation

We have changed our error thresholds so our ops team will be notified by direct messaging in cases like this. We are looking to change certificate rollovers so they will occur preferably before the weekend.

Posted Aug 26, 2022 - 14:09 CEST

Resolved
This incident has been resolved.
Posted Aug 08, 2022 - 10:53 CEST
Monitoring
A fix has been implemented and we are monitoring the result.
Posted Aug 08, 2022 - 10:49 CEST
Update
We are still investigating the issue.
Posted Aug 08, 2022 - 10:04 CEST
Investigating
We are currently investigating this issue.
Posted Aug 08, 2022 - 09:24 CEST
This incident affected: API, Portal and ⮑ External verifications (iDEAL).