Hello ​@gily,

Thank you for reaching out, and welcome to the Docusign Community! I’m sorry to hear that your mother which is a signer of a document was having a hard time because of the security verification set by the sender which is the facial recognition. To help the signer complete the signing process, we highly recommend that you contact the sender of the document since they have the option to either remove or change the verification on the envelope. Docusign has no control over this since it’s up to the sender which layer of security they would like to have on the document for verification before signer can proceed signing it.
 

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Best regards,

Ma. Cassandra | Docusign Community Moderator

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

thank you Cassandra.

The sender can't reduce the security level.

If I'm the only one who has this kind of problem, please forget my question.

I think it's concerned a lot of people like my mother (very elderly people, people who has fast face movement problem etc'), and the problem should be taken care by UBBLE.ai (the liveness App using by Docusign).

p.s

If there was a face identify trial/simulation, it would help succeeding the identify stage, because there is a limit of only 3-5 tries.

Hello ​@gily,
 

I hope you are doing well.
I’m sorry for what your mother had experienced regarding this matter. Like what I’ve said, only the sender has the option to either remove or changed the verification on an envelope. However, it could be their set requirement before a signer can access the envelope which Docusign doesn’t have any control.

Thank you for understanding.
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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