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asamir97New Voice
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July 29, 2026
Question

Identity Verification Failed - Name Mismatch Despite Matching Names

  • 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**

    14 replies

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    J
    Community Moderator
    Jenny.MartinCommunity Moderator
    Community Moderator
    August 4, 2026

    Hello ​@asamir97 ​@Mostafa Farouk,

    I have reached out to our engineers, and they confirmed that the third-party provider has a known issue processing Egyptian passports. At this time, the only available workaround is to use a different identification document. We recognize that this may be frustrating and appreciate your understanding.

     

    Best Regards,

    Jenny | Docusign Community Moderator

    M
    Conversation Starter
    Mostafa FaroukConversation Starter
    Conversation Starter
    August 4, 2026

    ​@Jenny.Martin i tried my greek resident card and this is not even get processed , it say invalid, but it is valid and not expired it has 3 years , so what am i supposed to do now ?

    J
    Community Moderator
    Jenny.MartinCommunity Moderator
    Community Moderator
    August 4, 2026

    Hello ​@Mostafa Farouk,

    Please reach out to the sender to see if they can offer an alternative identity verification process or another way to complete the envelope. 

     

    Best Regards,

    Jenny | Docusign Community Moderator

     

     

    A
    New Voice
    asamir97New VoiceAuthor
    New Voice
    August 5, 2026

    Hello ​@Jenny.Martin ​@Mostafa Farouk, 

     

    I hope you are doing well, 

     

    Just quick update, I have reached out to the HR team for this issue, and they send me a new one using this  "DocuSign ID Verification with Liveness.”, this new one gives me the ability to choose the country and which verification document to start verifying, after 3 times of failures, it worked and signed the contract. so, maybe you can ask your HR for this ​@Mostafa Farouk  approach, if not they can use another verification process.

    and thanks for your help and investigating the issue with us ​@Jenny.Martin 

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