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I'm trying to get a document signed remotely, and DocuSign and IDNow can't seem to figure out the new US passport. My husband's passport is still the last edition, with the paper pages, and his passport was accepted and verified immediately. I recently renewed mine, and it has the hard plastic "page" with my information on it, and when I try to take a picture of it, DocuSign tells me to get a better picture, use a different angle, etc... I tried using my husband's phone since he had no issue, but to no avail.

 

We both tried our driver's licenses first, and those had the same issue as I'm having with my passport.

 

Is there a solution to this?

Hello ​@Strawberryblondee,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community. 

It is possible that the document or ID is not supported. You may refer to this link for more information on IDnow-supported documents: https://go.idnow.de/docusign/documents

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"!

I am also facing the same issue - My husband and I have passports issued in 2022 (mine with the hard page, his does not) and 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. 

Hello ​@lavv1215,

Thank you for reaching out to the Docusign Community!  I appreciate you bringing your question to this Community.

You may refer to this link for additional information: ID Verification Cannot Verify My ID 

If you still keep getting an error, it would be best to reach out to the sender, so they can submit a ticket and our support team can further investigate the error.

 

Regards,

Jenny | Docusign Community Moderator

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

Hello ​@Strawberryblondee,

I hope you’re doing well. I'm following up on the above solution provided. Could you please confirm whether it addressed your question? If it did, can you please mark it as Best Answer ✅" to assist other users with similar inquiries and improve its visibility. Let us know if we can help with anything else. Wishing you a smooth rest of your day! 

 

Regards,

Jenny| Docusign Community Moderator

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

 

 

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