Skip to main content
arrow-left Back to Docusign.com
Solved

How to fix faulty security questions?

  • December 15, 2024
  • 3 replies
  • 434 views
N
New Voice
Forum|alt.badge.img+1

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.

 

 

 

 

Best answer by Alexandre.Augusto

Hello, ​@nomadk 

 

As 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=enus

 

You 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

Jerry.Withers

3 replies

Hengfeng Ge
Hero
Forum|alt.badge.img+18
  • Hengfeng GeHero
  • Hero
  • December 16, 2024

could you open a case with support team? please reference this document how to open a case with Docusign:

https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

 

FreeLink/甫连信息

🌍 Docusign Partner | Partner Profile

🏆 Docusign 2024 APAC Reseller Growth Partner of the Year

🌟 The only Docusign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 Docusign Community Leaderboard Top 5 contributor.

🚀 Expertise in Docusign integrations with on-premises systems for leading enterprises across various industries.

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
Alexandre.Augusto
Docusign Employee
Forum|alt.badge.img+18

Hello, ​@nomadk 

 

As 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=enus

 

You 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

Your feedback is very appreciated! You can give a Like and mark this answer as the "Best Answer" for your issue. DocuSign University http://dsucustomers.docusign.com
N
A
Community Moderator
Forum|alt.badge.img+17
  • Alejandro.RamosCommunity Moderator
  • Community Moderator
  • December 31, 2024

​Hi ​@nomadk,

 

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

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,   

 

Alejandro R. | Docusign Community Moderator   

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

Code of ConductAccessibility statement

Docusign Community

Code of Conduct