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

Identity Verification Failed - Name Mismatch Despite Matching Names

  • July 29, 2026
  • 7 replies
  • 67 views
A
New Voice
Forum|alt.badge.img+1

 Hello,

I'm trying to complete the DocuSign Identity Verification to sign an employment contract.

I am using my Egyptian passport for the identity verification.

During the verification process, I received the error "We couldn't match your name." However, the "Name expected" and the "Name on your ID" shown on the verification page are exactly the same.

Could you please explain why this error occurs even though the names match? Is this a known issue, or is there something I should check before trying again?

I've attached a screenshot of the error for reference.

Thank you for your help.

 

    7 replies

    M
    New Voice
    Forum|alt.badge.img+2

    How did you resolved this issue i have the exact same issue please i need your help

    A
    New Voice
    Forum|alt.badge.img+1
    • asamir97New Voice
    • Author
    • New Voice
    • July 29, 2026

    ​@Mostafa Farouk Hey Bro, not resolved yet, let’s wait and see if anyone can help us.

    M
    New Voice
    Forum|alt.badge.img+2

    Do you have WhatsApp or any thing ? My number is +3***********

    M
    New Voice
    Forum|alt.badge.img+2

    Do u have an email or anything i can contact you on ? My email m****************@*****l.com

    J
    Community Moderator
    Forum|alt.badge.img+15
    • Jenny.MartinCommunity Moderator
    • Community Moderator
    • July 30, 2026

    Hi ​@asamir97 — thanks for raising this.

    It looks like you’ve hit a potential issue. We’ve flagged it to our engineering team, and they’re working to get to the root cause. We know bugs can be frustrating, and we’re really sorry for the hassle.

    Keep an eye out for updates, and feel free to check back here anytime.

     

    Best Regards,

    Jenny | Docusign Community Moderator
    Mark as “Best Answer” if this helped clarify things.

     

      M
      New Voice
      Forum|alt.badge.img+2

      ​@Jenny.Martin same issue here as well , same type of document,

       

      J
      Community Moderator
      Forum|alt.badge.img+15
      • Jenny.MartinCommunity Moderator
      • Community Moderator
      • July 31, 2026

      Hello ​@Mostafa Farouk,

      Thanks for letting us know! We’ve already flagged this for our engineering team for investigation.

      In the meantime, you may also want to reach out to the sender to see if they can offer an alternative identity verification process or another way to complete the envelope while the issue is being investigated.

      We appreciate your patience while we work on a fix.

       

      Best Regards,

      Jenny | Docusign Community Moderator
      Mark as “Best Answer” if this helped clarify things.

      Code of ConductAccessibility statement

      Docusign Community

      Code of Conduct