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We are due to go live with QES at the beginning of November.

As you would expect we have watched the DocuSign video, which is very helpful, but for obvious reasons we wanted to test the process ourselves ahead of roll-out. However, when issuing a document (from the Sandbox) requiring a QES to one of the team using their work email address, the process didn’t work: issuing from live also didn’t work, but issuing to a staff member’s personal email address DID work and worked well. 

Is there a restriction that prevents us issuing to colleagues using their work email addresses - may be because they are already within one of our DocuSign groups? We never encountered that problem when testing documents requiring only a Simple Signature - even with the addition of 2FA. Do we need to tweak a setting?

If one of the Community has experience of this, and can share, I would be grateful.

Thank you.

 

Alan

Hello @Alan Searl,

Thank you for reaching out to the Docusign Community.

Did you get any error messages? Was the envelope successfully created? What part of the process did not work? By any chance do you have the envelope ID for the envelopes that did not work?

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Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

Hello - thanks for your response, much appreciated. In answer to your questions:

Did you get any error messages?

No

Was the envelope successfully created?

No

What part of the process did not work?

I received the email to my office email address inviting me to click on the link to open the document - I had to provide details of my smart phone number and the method of confirming my identity. A link was sent to my personal mobile requested me to start the ID process but there was no link for me to click i.e. for either passport or driving licence. A colleague also tried but no joy BUT when we used personal email addresses the process worked perfectly. Why would it not work for my work email address?

By any chance do you have the envelope ID for the envelopes that did not work?

Sorry no

Hello @Alan Searl,

Thank you for the information, can you clarify if what were you attempting was the IDnow verification?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

Hello - thanks for the response - we have used ID Verification as per the DocuSign video Docusign eSignature: How to Sign with an Advanced or Qualified eSignature in the EU and UK

The issue must relate to the use of a work email address (which is where encounter difficulties) and the use of a personal email address (perfect!). 

We have a call with a DocuSign consultant this afternoon to explore the use of DocuSign with other areas of the business so probably best that we engage with him but thank you for your help thus far.

Hello @Alan Searl,

Were you able to complete the call with the consultant?

Let us know if you need further assistance.

 

Best regards,

Christopher | Docusign Community Moderator

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

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