Security Questions

Hello ​@Beara,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.

I understand that being required to answer questions about individuals you have not been in contact with for many years can be frustrating and concerning. I sincerely apologize and I assure you that I am here to help you.

To gain a clearer understanding of the situation, could you please provide a detailed, step-by-step process of what you were doing when the issue occurred? For example, were you attempting to log into your account and encountered these questions, or were you trying to sign an envelope? Additionally, could you share a screenshot of the problem (please ensure that any Personal Identifiable Information is concealed, as this is a public forum)?

Please let us know if you require any further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Every year when i file my tax docs, they sent to me via docusign. 

Out of the verifications there are usually 2 to 3 that ask me to enter the age of individuals in that list. Sometimes the questions request that I click the individual’s previous address - all of these questions that the security is asking me is assuming I know them today, or am in enough contact with them that I can answer these questions.

To be frank. I do not know how or why they continue to populate on my end, maybe they link things to my name without my permission or consent. I have not spoken to any of them in over 20 years! These are people from my foster family, when I was a child. I do not have contact. 

I think I am explaining this clearly. This issue is extremely annoying. Therefore when I select the choice that states “I do not know these people/or they do not relate to me” my docusign document is cancelled. It gets tossed back to the sender, again and again. In the past I was forced to “guess” at their age and previous address - 50% of the time i am right and 50% of the time I am wrong. How is this effective?

I think that i should have access to my own security verification questions to prevent this issue from recurring every year. 

Hello ​@Beara,

I understand how frustrating this situation is, and I genuinely apologize. It appears that you are referring to Knowledge Based Authentication (KBA). Article:Verify Your Identity Using Knowledge-Based Authentication (KBA)

The questions were supplied by a third-party service, LexisNexis. LexisNexis uses public records to confirm an individual’s identity. Could you kindly send me a personal message that contains the envelope ID? Here’s the process for locating an envelope id: How can I find an envelope in my account using the envelope ID?

If you do not have the envelope id, another option is the Access Documents security code, located in the footer of the email notification.

I look forward to your response. Thank you!

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hello ​@Beara,

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Melanie | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue