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Hi

My son is trying to complete the identity verification process on your platform, but the system is unable to recognize his passport during the document's photo scanning step (when at last after a lot of time it recognize the passport photo page, he fails to get the identify approval).

Me and 3 others succeed to get approval and we were in the same room

He has a valid passport, photographed clearly, in good lighting, and from a straight angle, but the process keeps failing.

I would appreciate it if you could review this issue or offer an alternative method (such as uploading a scanned image or manual verification).

Details:

  • Document type: Israeli passport (non biometric)

  • Expiry date: [8/3/2027]

  • We tried with my phone also

  • Request: Please advise whether a manual or alternative verification is possible.

Thank you in advance for your support,

Hello ​@gily,
 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.

I’m sorry for the inconvenience it caused your son that his identity verification keeps failing. For your guidance and reference, you may check this article. If it still won’t work, I highly recommend for you to reach out to the sender of the envelope with this matter since only sender has the control over this by either changing the verification or removing it.


ID Verification: Cannot Verify My ID.

Symptom

ID Verification failed to check the ID I submitted. The automatic verification ended with the message: We couldn’t verify your identity.

Cause

This issue can occur for one of the following reasons, depending on the verification flow that applies:

  • The signer provided an ID document that is not supported.
  • The ID has expired.
  • The picture or video is too low quality and prevents Docusign from reading the ID information.
  • The signer's name in the envelope does not match the name on the ID.
  • The signer’s face in the captured video does not match the photo on the ID.
  • The agent cannot confirm the authenticity of the ID document due to the video quality.
  • The agent cannot confirm the user liveness due to the video quality.
  • The signer did not present their face and/or ID document.
  • The signer did not follow the random liveness check instructions.

Remedy

Causes Solutions
The signer provided an ID document that is not supported or accepted. See the following page: The ID That Signers Submit for Verification Is Not Accepted or Has an Unexpected ID Type.
The ID has expired. Ensure your ID is still up to date.
The picture is too low quality and prevents Docusign from reading the ID information. Follow the Docusign guidelines on the How to take a good photo page.
The signer's name in the envelope does not match the name on the ID. Compare the signer's name in the email notification with the name in the ID. Contact the envelope sender if you notice a difference between both information.
The agent cannot confirm the authenticity of the ID document due to the video quality. Ensure that you comply with the following:

  • Your internet connection is stable.

  • Your camera can produce high-quality videos.
The agent cannot confirm the user liveness due to the video quality. Retake the ID verification and ensure you follow the instructions during the liveness video. Check also your internet connection.

If verification fails, ask the sender to change your verification requirements.

If you found the response a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Thank you Cassandra for your answer.

We carefully followed every single point mentioned with no success. 

In our case it's strange that it takes a lot of time (if it doesn't fail first), trying to make the first stable passport 's photo - not reasonable! what could cause that issue?

One possible option is that the person trying to identify has a bigger beard now than in the passport. Could that cause an issue?

 I need some ideas for getting the process completed. Do you have any ideas or advice? 

 

Thanks again

Gily

Hello ​@gily,

I hope you are doing well.
I appreciate your effort in following the instructions, and I’m sad that the issue is still unresolved. I highly recommend that you contact the sender to see if they could possibly change the authentication for the affected recipient, or contact us by creating a support case and have the envelope checked for the said issue to figure out what is causing the problem.

If you found the response a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

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