Hello, @Luke 

You are welcome to the Docusign Community!

Check in your Settings page how the option below is set:

The first two options will enable the authentication settings when you click in the Customize button. The second one is the most flexible because the Sender can decide request or not an additional authentication. Try this first.

Some other IDV features are only present in some Account Plans.

Have you check if your current account plan has the IDV verification included?

See the available account plans: https://ecom.docusign.com/en-CA/plans-and-pricing/esignature

Let me know if I answered your question.

Best,

Alexandre

Hi Alexandre

Thanks for your response, after checking , my account still doesn’t the item “identity verification” in CUSTOMIZE when I try to creating an envelope, the account is Business Pro, do you have other advice for the issue ? many thanks.

 Hi @Luke,

Thank you for following up.

If the option to add Identity Verification is not present in the recipient’s advanced options after requiring Recipient Authentication in the account settings, then the feature must be disabled on the account’s backend.

Most Recipient Verification options are sold separately to our plans. If you know that this recipient authentication option should be enabled, as per your contract, Docusign Support can assist in enabling it.

To do so, please create a new support case (while logged in as an administrator), and we will contact you as soon as possible.

https://support.docusign.com/en/contactSupport 

If you are not able to open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. 

Feel free to let us know if you need further assistance with this. 

Thank you for using Docusign, we hope you have a wonderful rest of your day! 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!