I'm having an issue when trying to sign a important document due to an error on the indentification process with IDnow. Id performed the registration process via ID (Germany) on the IDnow app and it when all green on the steps and finished with an error. Now when I try to sign the document it shows me a message: This identification for this Transaction Number has already been completed and cannot be restarted.
I've contacted the IDnow support which refered me back to Docusing, but I can't find a way to contact Docusing support. Would you kindly help me identify the best way forward?
Thank you in advance.
João Paulo
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Hello @jplimaribeiro Thank you for reaching out, and welcome to the Docusign Community!
I understand that you encountered an error with IDnow and wanted to check in with our support team to ensure everything is good with the envelope you signed. No worries; we’re here to help! To further check, may you send me via private message the envelope ID located in the upper left corner of the envelope you received? You can also reach out to the sender regarding this issue so they can check if the envelope has been successfully completed.
Ma. Cassandra| Docusign Community Moderator
Hello,
Thank you for reaching out. I'll send details via DM.
Kind regards,
JP Ribeiro
Hi @jplimaribeiro I received the envelope ID and have reviewed it. The sender did one of the five things mentioned at the bottom here (limitations with IDnow): Docusign Identify (powered by IDnow or AriadNext)—Frequently Asked Questions. Is there anything that can cause issues when sending envelopes for a qualified electronic signature?
There are a few potential causes for issues that you can easily avoid. Follow the recommendations below:
Avoid sending envelopes with several documents that have the same file name.
Ensure to select "Set Signing order" for your recipients.
Avoid adding the same recipient twice in one envelope.
Do not correct an envelope once it's been sent.
Do not include any special characters (. , , , : or similar) in the recipient's name.
Upon checking, the envelope was corrected after being sent to the recipients. Please take a look at the image below.
The bad news is that once this error occurs, it's impossible to resolve. The only solution is to go back to the beginning (new envelope). The reason for this error is that when a digital signature is created, a hash of the document is made (a status of how the document is at the time of signature) Any subsequent modification of the doc invalidates that hash IDnow has a limitation in that it cannot update the hash if it was modified during the flow. Corrections break it. To avoid issues, they need to follow the guidance in the article I linked above. As long as they do that, it should be fine. Note: Please share this article Docusign Identify (powered by IDnow or AriadNext) - Frequently Asked Questions with the sender of the envelope so that the error won’t happen again.
Ma. Cassandra | Docusign Community Moderator If this helped, don’t forget to click “Best Answer”!
Hello @jplimaribeiro
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.
If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!
Ma. Cassandra | Docusign Community Moderator Mark as “Best Answer” if this helped clarify things.
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