New Voice

Question

Identity Verification Failed - Name Mismatch Despite Matching Names

Forum|Forum|22 days ago
July 29, 2026
14 replies
154 views

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.

** image removed as it contains PII**

M

Mostafa Farouk

Conversation Starter

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

A

asamir97

Author

New Voice

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

M

Mostafa Farouk

Conversation Starter

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

M

Mostafa Farouk

Conversation Starter

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

J

Jenny.Martin

Community Moderator

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

Mostafa Farouk

Conversation Starter

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

** image removed as it contains PII**

J

Jenny.Martin

Community Moderator

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.

M

Mostafa Farouk

Conversation Starter

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.

@Jenny.Martin is there any feedback regarding this issue i tried today again but still the issue still going

J

Jenny.Martin

Community Moderator

Hello @Mostafa Farouk,

Thanks for following up. At this time, the issue is still under investigation by our engineering team. We don't have any new updates to share yet, but we’ll be sure to provide an update as soon as a fix becomes available.

We appreciate your patience in the meantime.

Best Regards,

Jenny | Docusign Community Moderator

M

Mostafa Farouk

Conversation Starter

Do you have any news i need to signed the contract urgently please , any solution please

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