Signer cannot sign IDNOW

Hi ​@Iwanttogohome,

Welcome to the Docusign Community! We’re delighted to have you join us and want you to know that we're all about sharing knowledge and supporting each other.

We understand the challenge your signer is facing during envelope signing. We recognize the delay this can cause in your workflow and are here to provide guidance to help move forward. 

When you mentioned they were stuck, was it loading, or were any specific error messages displayed on the signer's end? Additionally, does this issue persist after clearing the browser's cache and cookies, trying a different browser, or attempting to sign from another device? Here's a helpful resource for basic troubleshooting 👉 Basic troubleshooting steps for common Docusign issues 

Also, may you please share the Envelope ID and the name and email of the signer with me via private message? Here's how: Locate a Docusign envelope ID

Looking forward to your update.

Sincerely,

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

Hi ​@Iwanttogohome,

How are you? I'm checking in to see if you still have questions or need further assistance. We’re here for you!

Sincerely,

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

Hi Melanie, sorry, i don’t check the threads often. I have sent a private message to you.

Hi ​@Iwanttogohome,

No worries, and thank you for getting back. I sent you a private message with the detailed reasons for the failure. Basically, the issue was caused by an internet connection problem, and the recipient aborted the identification process while waiting for an available agent. Since the recipient has reached the maximum number of attempts, it has already resulted in an error that cannot be processed through IDnow. As discussed, the existing envelope should be voided, and a new one should be sent. We recommend that the signer try using the mobile app and 4g during the signing process. It does a better job of avoiding technical issues with connecting to IDnow (including internet connection stability).
I hope it helps clarify things. If my response has addressed your inquiry, please consider selecting it as 'Best Answer' ✅ to mark this topic resolved. 😊

Let us know if you have questions or need further assistance—we're here for you!

Sincerely,

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

Hi ​@Iwanttogohome,

We'd love to hear about your experience. If you found our suggested solution helpful, please consider giving it a like👍and marking it as "Best Answer" ✅. This will guide other community members to trusted solutions and similar steps.😊

Let us know if you have questions— we're here for you!

Sincerely,

Melanie | Docusign Community Moderator
Helpful? Feel free to hit “Best Answer” so others can benefit too!