Identification stuck because of technical errors from dispatcher side

Question

I received a docusign document from my employer, and this was the first time I had to do the signature digitally.

For that I needed an identification process with a dispatcher, where even the first 2 attempt was cancelled by the dispatcher due to technical issues.

On third try we finally could start the identification, but at the end the dispatcher told me that she has technical issues so I shall call them again.

However since then I stuck at the 1. Identification step with the message:
“This identification for this Transaction Number has already been completed and cannot be restarted.”
How can I proceed to the Sign documents step?

Melanie.Panguito · Accepted Answer

Hi ​@Zoltan,Welcome to the Docusign Community—great to have you here!We understand the challenges with IDnow verification process have been for you, and we're sorry for the disruption it's causing your workflow. Know that we're here to help you move forward.This article outlines some common issues that can arise duringIDNow verification, such as the envelope missing a signing order or corrections made by the sender👉Docusign Identify (powered by IDnow or AriadNext) - Frequently Asked QuestionsHowever, based on what you've described, the error message suggests the transaction was marked as complete prematurely, which stopped further progress and likely caused the cancellation of the identification process.Unfortunately, this means a new envelope will be required.Therefore, we recommend reaching out to your sender to resolve. You may also open a support case to investigate the premature completion and technical problem more closely, to prevent this from happening again 👉How do I contact Docusign Customer Support?I hope this helps.If you feel like my suggested solutionhas helped you or pointed you in the right direction, we would greatly appreciate it ifyou would consider liking and marking it as "Best Answer"✅, to help other community members find trusted answers and follow similar steps.Let us know if you have questions— we're here for you!Regards,Melanie| Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

Melanie.Panguito · Answer

Hi again​@Zoltan,Thank you for choosing our suggested solution as Best Answer. Your decision will surely help other members with similar questions. If anything else comes up, don’t hesitate to reach out here in the Community—here if you need us!Sincerely,Melanie| Docusign Community Moderator

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