Sign up with valid phone number, but it keeps saying that the number is invalid to a very active number

Hi ​@shiaput,

Thank you for reaching out to the Docusign Community.  

Does this happen if you re-try using a different network, device and browser?

Please try these options separately as they could lead us to the root cause of the issue,

Feel free to let us know if you need further assistance with this. 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

shiaput wrote:

 

I also encountered the same issues,  I actually tried with different network, device and browser and it doesn’t work at all

Hi ​@shiaput, and ​@William_d,

Thank you for following up.

After doing some research on similar issues that were solved in the past I have found that in some cases this problem was fixed by entering the phone number either without spaces, and/or, without dashes. It is worth it to try both, as I have seen the two options work, in different scenarios.

Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible. 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

tired the following formats:

• xxx-xxxx-xxxx
• xxxxxxxxxxx
• xxx xxxx xxxx

it didn’t help. in my case it doesn’t work for Poland +48 code
 

hi ​@Alejandro.Ramos I’ve actually entered the phone number without spaces and dashes for verifying my phone number, and it shows the same result, the number is invalid despite I use my own phone number

Same here. I’ve been trying all kinds of things to solve this phone verification error.
Is the problem on their side or what?

I have the same issue when try to create new developer account using Latvian phone number +371.

Hi ​@shiaput, ​@William_d, ​@samwalker, ​@Ray2512, and ​@lauris,

Thank you for bringing this issue to our attention.

If you have confirmed that the issue persists across different networks, devices and browsers, it will be best for us to take a closer look at the issue to start gathering evidence to escalate the problem to our engineering team.

Please create a new support case and attach your screenshots to it to move forward with the process. You can create a new support case by filling out the form provided below:

https://support.docusign.com/en/contactSupport 

As always, don't hesitate to let me know if I can help with anything else in the meantime and I will lend a hand as soon as possible. 
 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

I’ve seen several threads in this matter now and it seems to be related to which phone number series you are using. I’m in the area of +46, and one of my phone numbers were not working, but another was. Could it be related to some regex issue, for where all numbers in a series are not allowed to be used?

Hi ​@Tornevall,

Thank you for sharing your thoughts on this matter.

It could be that the root cause of the issue is related to the phone number’s validation, but in order to verify if this is true we would need to perform an in-depth review of the situation, so the issue can be escalated to engineering if needed.

Please share the details of your issue with our support team through a case, by filling out the form provided, here:

https://support.docusign.com/en/contactSupport 

Once the case has been filed, we will contact you as soon as possible to continue the review process.

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

One of DocuSign team representative suggested me this, “ I've received the same feedback from others as well and what worked for them was to use our app. We're still looking into this issue to figure out what's the problem. But for now, do try accessing it again via our app. I believe our mobile app works as well.”

​@zjabbar tried signing up on the mobile app, but the phone number verification was made through the mobile browser and still did not work.

Hint to the support folks: Your frontline tech support people won’t be able to resolve this, and no amount of first-tier troubleshooting will get this to work for your end-users. You will have to escalate this issue to the team in DocuSign’s internal IT that handles identity verification service integration. The thing that is verifying phone numbers is probably throwing out VoIP phone numbers.

My company uses Zoom Phone. Those numbers sometimes aren’t validated because they are somehow denoted as “computer generated” and could belong to spammers, the same way a spammer can set up a “free” phone service by going to google voice and creating one in minutes if they have a valid gmail account. I have had mine bounced out a few times already as have other people here. I’m trying to sign up for a dev account. I DO NOT want sales pitch calls coming to my personal cell phone because I gave it to your software to validate a number for two factor one time.

I’m an upper tier troubleshooter at a university, and I see this sort of thing frequently, but since I’m not in a “developer” role in the identity services team in my org, I don’t know the right terms  you should tell your identity verification integrators. I just recognize when there is dysfunctional communication happening in an org’s IT and get frustrated by it. Particularly when escalation isn’t happening and it needs to, because I deal with that a lot at my job.