Hello @Lisa.Javorsky ,

Welcome to the Docusign Community and thank you for posting your concerns!
Knowledge-Based (KBA): This method requires the recipient to answer detailed questions about themselves, based on data available in public records (such as their current and former addresses).
The DocuSign eSignature KBA uses an identity verification service from LexisNexis Risk Solutions that validates user identities in real-time. Recipients are asked a series of top-of-mind questions generated from information from commercially available records. This dynamic identity check service, confirms identities on the fly, without requiring an organization to have a prior relationship with the user. If they fail these questions we recommend resending the envelope to give them another try. If they still fail, at that point we would advise them to reach out to LexisNexis to confirm the information in their public record is correct. Once confirmed it has been updated/and or correct, the sender may then resend the envelope to give them another chance to pass.
In other words, it is recommended to use the information and writing that is more likely to show on the public records so that it can be validated.

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello @Lisa.Javorsky ,

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

@nathaly.monge Thank you for your response but it does not answer my question. I’m looking for best practices when sending an envelope to a recipient and the identity verification method is KBA. How does it work when the recipient's name has commas (‘), hyphens (-) or diacritics (accents over letters).  

Hello @Lisa.Javorsky ,

Thank you for reaching back.

Unfortunately, there isn’t any actual best practices when it comes to KBA other than making sure their public records are up to date as LexisNexis uses that to identify the signer. From experience, it doesn't really reject those, but ultimately it depends on exactly how the signer's name exists within the US Credit Bureau databases. In other words, it depends on how English-based organizations handle those characters. Hyphens are more common, so those probably won't have issues. Commas are less common (usually only used for titles or denoting Senior/Junior/III/IV/etc.), those probably won't cause issues, but it's safer to avoid them if possible. Diacritics don't exist in English, so they're going to be more rare (and there's a decent chance that the Credit Bureaus end up using the non-accented characters instead).

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!