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Hello,

I was recently requested to sign a legal document that required verification of my ID. I successfully did this and received the email confirming this was successful. However when I tried to open the document, it took me 4 times but I kept receiving “Your identity couldn’t be verified”. The lawyer is now charging me four times. Is this normal practice? Thank you.

@CricklewoodM 

There is usually a cost associated with Identity verification services provided by DocuSign typically charge a fee per verification attempt.  The cost can range from a few cents to several dollars per attempt and type of verification.  

Type of Verification:

  • Knowledge-Based Authentication (KBA): Typically cheaper, costing around $1 to $3 per attempt.
  • SMS or Phone-Based Verification: Costs can range from $0.50 to $2 per attempt.
  • Document or Biometric Verification: More sophisticated and expensive, ranging from $5 to $10 or more per attempt.

Most providers charge for each verification attempt, regardless of success or failure. This means that each failed attempt may incur a charge, contributing to higher overall costs if multiple attempts are needed.

Lawyers may add the cost of verification as a line item on their invoice, typically with a markup to cover administrative handling.

If you feel the charges are unfair or excessive, seeking legal advice might help in disputing or understanding the charges better.

Thank you @JohnSantos I do feel it's unfair because once the ID had been verified I am not responsible for the system not working afterwards. The lawyer said it wasn't them charging me, it was DocuSign and the amount is €108 which I think is unreasonable.

@CricklewoodM 

You could check the terms and conditions or policies related to identity verification charges with your lawyer. There might be clauses that limit charges for multiple attempts or provide for refunds, especially if the issue was not due to your error.  The amount you are being charged does seem excessive.

Hi @CricklewoodM,

 

I hope you are doing well.

 

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or 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.

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