Video ID Completed but Review Pending for 48h – Unable to Invoice Client

Question

I signed this contract almost 48 hours ago. I went through the video identification process with the live agent, and everything was confirmed successfully at that time. However, it has now been stuck in review for nearly two full days without any update.

This delay is unacceptable. I am unable to bill my client because the signed document remains locked in this pending state, and I’m losing revenue every single day this persists.

I’m posting here because DocuSign Support is currently unavailable for me (I can’t log in to submit a ticket). Has anyone experienced a similar delay with the video ID process? Is there anything I can do to unblock this situation faster?

Any advice or ideas would be really appreciated. Thank you!

Melanie.Panguito · Accepted Answer

Hello ​@gbrlm,Thank you for reaching out to the Docusign Community! We're grateful for your question and eager to share our knowledge so that we can assist you.We understand the inconvenience caused by the issue with the envelope verification process, and we sincerely apologize for this. Thanks for raising this.Some users encountered IDnow verification failures between June 26th and July 1st, 2025. This was due to a transition to a new Trust Service Provider (TSP), which temporarily impacted manual review processes for IDnow verifications during that period.The good news is that IDnow implemented a fix on July 1st, 2025. All envelopes sent after this date should proceed without any problems.For the affected envelope, we recommend you try the verification process again. If the issue continues, the best course of action is to contact the sender so they can have a new envelope sent for verification.I hope you find this helpful.If you believe this response effectively addresses your question, please click Best Answer ✅"to help other users with similar questions and locate it more easily. Let us know if you need help or if anything comes up, we're here for you.Sincerely,Melanie | Docusign Community ModeratorHelpful? Mark it as "Best Answer" to help others too!

Melanie.Panguito · Answer

Hello ​@gbrlm,How are you? We’d like to know if the suggested solution was helpful.If yes, can you please mark it as"Best Answer✅"?This helps other community members with similar questions find the solution more easily.Let us know if you still need further assistance, we're here for you!Sincerely,Melanie| Docusign Community ModeratorHelpful? Mark it as "Best Answer" to help others too!

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