Hello ​@shahzad 

Thanks for reaching out to the Docusign Community; it's great to have you here!

To help us investigate this issue further, could you please provide the Envelope ID? Locate a Docusign envelope ID

Once we have this information, we’ll be able to take a closer look and assist you more effectively. Looking forward to your reply!

Best Regards,

Jenny | Docusign Community Moderator

Hello ​@Jenny.Martin 

Sent you envelop ID in private. 

Regards

Hello ​@shahzad,

Thank you for providing the envelope ID. To bypass the video identification process with IDnow, you must set up a wallet profile with IDnow.

Once your wallet profile is established and verified, you can proceed without going through the video identification again. This ensures smoother verification in future transactions.

Note: If you have not installed the application yet, enter your mobile phone number in the Install the IDnow app via SMS link section and click the Send installation SMS button to receive an SMS with a link to install the Application.

IDnow EID Link to video

Should you require any additional assistance, feel free to reach out. Thank you!

Regards,

Jenny | Docusign Community Moderator

If this helped, feel free to click "Best Answer"!

Thanks for the response and guidance but IDNow is not working on my phone. It keeps saying, bad connection. Tried restarting phone, reinstalling the app, switched to mobile data (5G) from office/home wifi, nothing is working which is a shame really. I already had identification from my laptop twice and I highly doubt that doing it 3rd time from the laptop would be helpful. I thought e-signatures were there to save time and trouble but I was so wrong.

Can you please tell me what happened of my previous 2 identifications?