Hello ​@RBMcP14juillet,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community. Rest assured that I will do my best to assist you.

Please refer to this link for the List of Accepted ID Documents for QES In-Person ID Check and AES (LCP) ID Check.

I also sent a private message providing detailed information about the error on the envelope ID you provided.

I hope this is helpful. If you consider the response above useful, please click “Select as Best” to mark it as the “Best Answer .” This will assist other users with similar questions in finding it more easily. Thank you!

Best regards,

Jenny | Docusign Community Moderator

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

Hello ​@RBMcP14juillet,

I hope you are doing well. I want 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,

Jenny | Docusign Community Moderator

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

Have you open a case with support team?

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I have tried signing a document and DocuSign and IDNow are refusing my new passport. I got the newest version (with the hard plastic page) and it keeps telling me to use a better image. My husband has the old passport style, with the paper page, and it works perfectly! What can I do to fix this issue as I need to get this document signed ASAP.

I posted on another thread as well, as I am trying to understand the root cause and find a solution quickly. My husband and I have passports issued in 2022 (mine with the hard page, his does not) and we are facing the same issue. We have tried multiple angles with our camera phone, but also scans by the printer for upload that didn’t have any glares, different file formats and still receive the error. 

Hi all. I am having the same exact issue as ​@RBMcP14juillet

France document. New US Passport. Others have been able to use the old US Passport. It keeps saying “Your documents have been saved successfully”. On the next step it says “We were unable to validate your ID, can you please try again with a valid or better quality document?”

The quality is great. Everything is aligned. All information matches exactly. Same exact problem as the first in this post.

Document ID: 0614CC6E-7265-4F76-9277-1C5024FA8BAF

​@Jenny.Martin Maybe you could help as it seems you did with the other user?

Thanks in advance.

M

I wish you luck ​@mjmnd80 .  I tried everything I could think of to get it to work, but ultimately accepted that Docusign and IDNow or another validator in the process is not prepared for the new US Passports.  It seems crazy as I have had the new passport for two years now.  

Ultimately, I had to fly to France to sign my documents.  Very frustrating.  

RBMcP14juillet

​@RBMcP14juillet Thanks for responding!

You are right - nothing worked. But thankfully the notaire we used was able to set up some kind of a video authentication so I didn’t have to fly out there for one day!