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I attempted to sign a document using my Portuguese ID Card; however, the system rejected it, stating that the new version of the card is not accepted. I contacted the other party to the contract to explain the situation, but they informed me that there is no alternative method for obtaining the signature and that the process via DocuSign is mandatory.

I am unsure how to proceed, as it is not my fault that the system does not accept my ID card, which holds the same legal validity as the previous version.

Hi ​@Filipe98cardoso.

Thank you for reaching out to the Docusign Community! We're grateful for your question and happy to share knowledge with you.

We are sorry for the challenges experienced in verifying your identity before signing an envelope, specifically the rejection of the new version of your Portuguese ID Card. I'll do my best to help.
Could you please confirm if it is the sender who mentioned that there are no other alternative forms of verification available? To assist you further, may you please send me the security code via private message?

Security code is located in the footer of the email notification. Article: How do I find an Envelope ID as a recipient/signer?

We look forward to hearing back from you. Thank you!

 

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

Hi ​@Filipe98cardoso 

Sorry for the late revert and thank you for providing the information I requested. I asked the security code to check if there's any other cause we can see, but you were right, the same message is ID unsupported.

The sender of the document initiated the Identity verification process for accessing the envelope, and Docusign does not perform the verification.

You may review the list of supported IDs for IDnow: 👉 IDnow - Simple & Safe Online Identification. And here's where to verify your document type and model are listed as supported: 👉 Council of the European Union - PRADO - Search by document country. If you do not have available supported IDs, we would recommend that you communicate this to the sender. They may be able to explore other verification options.

Furthermore, the sender can contact DocuSign Support directly to submit a request for the inclusion of your ID as a verification option for future.

 

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

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