Dear Tovanix users:
On 2026 年 10 月 20 日, some users encountered issues during login or registration, such as human verification loading timeout, slow pop-up of the verification window, or still receiving a “human verification configuration error” prompt after completing verification, which prevented them from entering the platform normally. We sincerely apologize for the inconvenience caused by this incident.
What happened
This incident was caused by a loading error in the verification component during a platform update: the primary verification component encountered a script exception during loading and failed to display properly; the page then judged it as timed out and switched to backup verification.
The backup verification flow also had a previously unresolved issue: server-side ticket validation had been upgraded, but the configuration entry in the admin interface had not been completed in sync. Therefore, even if users completed verification on the page, the server still could not complete final validation, and login requests were rejected. The primary verification exception caused more users to enter the backup flow, further expanding the impact.
In addition, resource loading and initialization for backup verification involved serial waiting, causing the verification window to pop up slowly. This incident stemmed from platform implementation and configuration integration issues, not user error.
Fix and recovery progress
We deployed a fix at 2026 年 10 月 20 日 20:19（UTC+8） and completed the configuration required for backup verification at 20:21. This handling included:
Corrected the loading invocation of the primary verification component, resolving the timeout switch issue caused by the script exception.
Completed the server-side configuration and admin entry for backup verification, and added configuration integrity checks.
Optimized preloading and instance reuse of verification resources to reduce repeated initialization and waiting.
Added regression tests covering this script error and missing configuration scenario.
The relevant fixes and configurations have been deployed. We are continuing to monitor login recovery across different devices and network environments. If anomalies persist, we will continue investigating and update progress.
If you still cannot log in
Please refresh or reopen the login page, load the latest version, and try again.
If verification timeout or configuration errors still occur, please record the time of occurrence, browser and device information, and page prompt, and report them through customer service channels or the “Help and Support” section in the community.
Follow-up improvements
We will strengthen launch acceptance for critical login paths, verify the consistency of primary verification, backup verification, and admin-side configurations, and add checks for verification component loading in real browsers. Testing before this release failed to cover real script behavior and configuration integration issues; this reflects insufficient acceptance on our part.
Thank you for your feedback and patience.
The Tovanix Team
2026 年 10 月 20 日（UTC+8）