Unable to complete identity verification with passport

Question

Hello,I’m unable to pass the identity verification process using my passport.Could you please check what is going wrong on your side?My passport is valid (expiration date: June 2031).I noticed a consistent pattern:	On the first attempt, the system always rejects my passport with the error "Wrong document shown", even though I’m using the correct document.			On the second attempt, the passport is accepted, but the recognition process takes a very long time.			After completing all steps, I receive the final error: "Your identity has not been verified".	The sender of the document cannot change or disable the verification requirements, and I urgently need to sign a work contract. I’m at risk of losing my job if I cannot complete this process.Could you please investigate my case and advise what can be done?Thank you in advance.

Ma.Cubio · Answer

Hello ​@SkeptisThank you for reaching out, and I understand how urgent and stressful this situation is. Based on what you described, it appears that theIdentity Verification service is having difficulty capturing or validating the details on your passport, despite it being valid.Here’s what werecommendwhen this pattern occurs1. Retake the passport photo under ideal conditions.The “Wrong document shown” message usually appears when the system can’t clearly detect the document.Please make sure:The passport is fully visible in the frame (no cropping).The page is flat, and there is no glare or shadow.The environment is bright, and the image is not blurry.The camera lens is clean.2. Try a different device or browserIdentity verification failures are often resolved by switching devices.If you tried a phone, try using a computer or another phone.If on a browser, try Chrome, Safari, or Firefox.Clear cache/cookies or use a private/incognito window.3. Switch your network connectionSlow or unstable internet can cause delays or failures during the verification scan.Please try switching from Wi-Fi to mobile data, or vice-versa.4. Ensure your document type and issuing country are supportedSome users have reported failures when their country of passport origin isn’t recognized. If possible, please confirm that the issuing country of the passport is listed when the system asks you to select the document type.5.Contact the sender so they can either change or remove the envelope security.If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

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