No SMS option for recipients

Hey @Tommy C 

I hope you doing great, if you are looking for SMS authentication then you have click on “Customize” and you will get the option to set up the sms. Refer SS below:

 

Thanks!

@Pawan Gangwani 
I have the same issue.
I dont have the option to add the identity verification.

This seems to cause Problems when setting the “security settings” to “required authentication”
Any idea ?

@Michael.Rave @Tommy C 
Good Call!
This makes sense as we did not procure that option.
But I guess there is a bug in DocuSign then.

Refering to :
https://community.docusign.com/sending-8/what-does-this-mean-each-recipient-must-have-an-authentication-type-specified-i-have-never-had-this-come-up-before-how-do-i-get-rid-of-it-777

Description:
We dont have the SMS / Identity verification available in our plan.
That being said, we can still make the setting for “Any receipiant must authenticate[...]” in the Security Settings → Authentication Settings.
 

Why are we able to set this, and hereby cause an error, when trying to send an envelope, when we dont even have the license to use this feature ?

I saw many posts about this error. Seems to cause great confusion amongst users.
Maybe this is something DocuSign should address and fix ?

Or at least add a description that explains this feature and its limitations which are connected to a license.
The support articles not at all helpful at this point.
Refering to :
https://support.docusign.com/s/document-item?language=de&rsc_301=&langSet=1&bundleId=gav1643676262430&topicId=kzp1578456318101.html

@Michael.Rave 
Thanks again for pointing that out though. You help is much apprechiated.



 

@Michael.Rave 
Good Call!
This makes sense as we did not procure that option.
But I guess there is a bug in DocuSign then.

Refering to :
https://community.docusign.com/sending-8/what-does-this-mean-each-recipient-must-have-an-authentication-type-specified-i-have-never-had-this-come-up-before-how-do-i-get-rid-of-it-777

Description:
We dont have the SMS / Identity verification available in our plan.
That being said, we can still make the setting for “Any receipiant must authenticate[...]” in the Security Settings → Authentication Settings.

Why are we able to set this, and hereby cause an error, when trying to send an envelope, when we dont even have the license to use this feature ?

I saw many posts about this error. Seems to cause great confusion amongst users.
Maybe this is something DocuSign should address and fix ?

Or at least add a description that explains this feature and its limitations which are connected to a license.
The support articles not at all helpful at this point.
Refering to :
https://support.docusign.com/s/document-item?language=de&rsc_301=&langSet=1&bundleId=gav1643676262430&topicId=kzp1578456318101.html

Thanks again for pointing that out though. You help is much apprechiated.

@Marius Otten 

You are very welcome and sorry to hear that the setting itself is so confusing. Having worked with it for many years it is something you get used to

I agree with you that the Admin setting for recipient authentication does not really make sense, if there are no authentication methods available in your account. The feature is explained here and the settings allows to select from Phone/SMS or KBA (which is only available in the US) or Docusign ID verification.

I will log a case and raise this with our development team for review. To me it would make sense to hide the setting if no recipient authentication is available so customers can no configure something that leads to a block. I will also see if the support article can be enhanced to include a note to these being paid add-ons, which is probably the easier thing to get changed in the short term..

Seeing the option would make sense, so you know that it exsits.
Also when searching for it.

I think “graying out” the options which are not available because you havent bought the fitting feature / plan, and adding a small notice about that is the best ways really.

Thank you for raising this with your team.

Issue solved
 

Hi @Tommy C,

I hope you are doing well.

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Alejandro R. | Docusign Community Moderator   

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