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Issue with IDNow identification using Austrian Passport

Forum|Forum|1 year ago
July 19, 2025
5 replies
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I am an Austrian living in France and have an Austrian passport in the new format issued in September 2024. My French mobile company is using IDNow to verify IDs, but when I try to use my passport it fails with the message that the passport is issued from a country that is not supported.

An employee at the company showed me the expected format of the Austrian passport that would pass the automated test, but it is clearly in the old format which has been replaced in December 2023.

Surely, by now IDNow would have updated their validation to include the new Austrian passport format? Is there any way to get it to pass the automated check?

Best answer by Melanie.Panguito

Hello @anurag,

Thank you for reaching out, and a warm welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.

We are sorry for the challenges experienced in verifying your identity before signing an envelope. We recognize the delays it is causing in your workflow and the importance of completing this task. I'll do my best to help you!

Please review the list of supported IDs for IDnow: 👉 IDnow - Simple & Safe Online Identification

Specifically, please check if your document type and model are listed as supported here: 👉 Council of the European Union - PRADO - Search by document country.

If your specific identification documents are not supported, kindly contact the sender to discuss alternative verification methods.

Hope it helps. If you found my response useful, please consider marking it as the 'Best Answer' ✅to assist other members with similar questions.

We're here for you if you have questions or need further assistance. Have a great day! 😊

Sincerely,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"

A

anurag

Author

New Voice

M

Melanie.Panguito

Answer

Docusign Employee

Hello @anurag,

Thank you for reaching out, and a warm welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.

We are sorry for the challenges experienced in verifying your identity before signing an envelope. We recognize the delays it is causing in your workflow and the importance of completing this task. I'll do my best to help you!

Please review the list of supported IDs for IDnow: 👉 IDnow - Simple & Safe Online Identification

Specifically, please check if your document type and model are listed as supported here: 👉 Council of the European Union - PRADO - Search by document country.

If your specific identification documents are not supported, kindly contact the sender to discuss alternative verification methods.

Hope it helps. If you found my response useful, please consider marking it as the 'Best Answer' ✅to assist other members with similar questions.

We're here for you if you have questions or need further assistance. Have a great day! 😊

Sincerely,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"

A

anurag

Author

New Voice

Thank you for providing the link. The document in question is listed in both lists (AUT-AO-03001), so I am quite puzzled as to why it would not work.

M

Melanie.Panguito

Docusign Employee

Hi @anurag,

Thank you for getting back to me. Can you please send me a private message of the Envelope ID or security code? Here's the guide 👉 How do I find an Envelope ID as a recipient/signer?

Sincerely,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"

M

Melanie.Panguito

Docusign Employee

Hi @anurag,

I'm just checking in to see if you still need any help, and we'll gladly help you with any questions you may have.

Sincerely,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"

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