Hello @andreab, 

Thank you for reaching out here in the DocuSign Community.

I apologize for the inconvenience, I understand that you have feedback in regards to the KBA authentication.

Unfortunately, as you mentioned this option is not currently available, the authentication uses a third-party integration to be completed, however, any feedback that can improve our users’ experience is always more than welcome.

Note: Some advanced features and options are supported only in specific DocuSign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance with this.

Best regards,

Christopher | DocuSign Community Moderator

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

Hi @andreab,

I hope you are doing well.

I would like to confirm if the information that was provided was useful.

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | DocuSign Community Moderator

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

Hello @PFWEST, 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

I apologize for any inconvenience that this might cause you, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand that you are getting the error 'The login information provided does not match the account for this envelope. Please try again and login with the same email address where you received this envelope."

To clarify, are opening the envelope through the email notification? Do you have multiple accounts with Docusign?

Have you tried to use the option Use a Security Code to access Docusign documents? When you receive an email inviting you to electronically sign a Docusign document, you will find a 33-character alphanumeric security code at the bottom of the email. To access the document, go to the Docusign website, select "Access Documents," and paste the security code into the designated text box. From there, you can sign, download, save, print, and perform other actions on the document based on the permissions granted by the sender.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Hi @PFWEST,

I hope you are doing well.

I would like 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,

Christopher | Docusign Community Moderator

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