[Ongoing] Some Stripe Identity users experiencing verification failures since 9/12 when using iOS 16

Dear Community,

We’re reaching out because we are aware of an issue that is impacting some merchant_name users when attempting to verify their identity using Stripe Identity:

  • The users that are affected are using their iPhone and specifically iOS 16

  • The users that are affected will get their selfie captured successfully, however the actual photo that is processed and stored on Stripe is degraded and unusable.

  • Some users will then go on to get their selfie rejected by Stripe Identity and end up with an unverified verification state.

Only a small subset of iOS 16 users (~25-30%) have been affected by this issue, where their selfie has been rejected. We are actively working on a fix and will update you once this is resolved. Our engineers are currently investigating, and we will follow up with you when we have more information to share.

We apologize for the inconvenience here, please let me know if you have any additional questions.

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