How to fix faulty security questions?

Question

I’ve been sent documents to sign and twice failed the security questions (and therefore cannot sign) because they are not accurate. Is there a way to fix this? I’ve notified the sender of the documents but this is super frustrating. Is this a credit history issue? Where do they get their data?

Examples:

1.Asking me what other names I have ever gone by. None of the options were accurate. One was a misspelling of my legal first name and I’m guessing that’s what it wanted me to pick.

2 Asking my college major. My major was not listed. However, “Humanities” was and I’m guessing that was what the system wanted me to pick.

Alexandre.Augusto · Answer

Hello, ​@nomadkAs I understand, you’re using Knowledged-based option for you signer, right? If so, that is a public database not kept updated by Docusign. If the answers’ options are not valid one so there is something in that database. Perhaps, your signers does not have public records available.This article gives details about it:https://support.docusign.com/s/document-item?language=en_US&langSet=1&bundleId=ced1643229641057&topicId=iiv1653399723856.html&_LANG=enusYou can instead use the SMS authentication. On this method, your signer will receive a pop-up window before signing where he needs to press a button to get an authentication code via SMS, he will type that code then if it is correct, he would has access to the envelope. Everything is registered in the audit file.Let me know if you would like more details.Best,Alexandre

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