Fragment.com Critical UI Bug: "Verification Failed" State Deadlock (No Retry Option)
The Fragment.com verification flow contains a logic error that permanently soft-locks user accounts.
Steps to Reproduce:
Initiate SumSub verification via Fragment.Verification fails (due to document error or timeout).Return to Fragment.com > My Assets.
Current Behavior:
The UI displays a static "Verification Failed" message. There is NO button to "Retry," "Resubmit," or "Cancel." The API seems to not receive the reset signal from SumSub.
Expected Behavior:
After a failure, the UI should present a "Try Again" button.
Additional Context:
SumSub support has confirmed that they are waiting for the Controller (Fragment) to clear the status, but the UI provides no way to trigger this.
Steps to reproduce
Initiate SumSub verification via Fragment.
Verification fails (due to document error or timeout).
Return to Fragment.com > My Assets.
The UI displays a static "Verification Failed" message. There is NO button to "Retry," "Resubmit," or "Cancel." The API seems to not receive the reset signal from SumSub.
During verification, I got the message: “Unfortunately, we couldn’t verify you. We couldn’t verify your profile. If you have any questions, contact the company you’re verifying with help@fragment.com”
Current behavior: - verification failed - there is no retry / resubmit option - emails to help@fragment.com remain unanswered, I'm contacted Fragment support multiple times from different email addresses
Expected behavior: - either allow a new verification attempt - or provide a manual reset / review option
Please reset the verification state or enable retry for affected accounts. Country: Russia & Kazahstan Approx. date of failed verification: 1 years ago Telegram account @rkolesnikov
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“Unfortunately, we couldn’t verify you.
We couldn’t verify your profile. If you have any questions, contact the company you’re verifying with help@fragment.com”
Current behavior:
- verification failed
- there is no retry / resubmit option
- emails to help@fragment.com remain unanswered, I'm contacted Fragment support multiple times from different email addresses
Expected behavior:
- either allow a new verification attempt
- or provide a manual reset / review option
Please reset the verification state or enable retry for affected accounts.
Country: Russia & Kazahstan
Approx. date of failed verification: 1 years ago
Telegram account @rkolesnikov