Hello ​@ppsc, -- Thanks for reaching out,

Sounds like you’ve already completed the video identification with a live agent! Once that step is finished, your session goes through a second review. This is totally normal and part of the process. While the second review is usually much quicker, it can take up to 24 hours to complete.

That said, there are a few technical issues—usually on the sender’s side—that can prevent the envelope from being finalized, even after a successful ID check. These include:

•  Multiple documents in the envelope with the same file name

• A signing order is not set when there are multiple recipients

• The same recipient was added more than once in the envelope

• The sender initiates corrections after the envelope has been sent

• Use of special characters (like commas or colons) in the recipient’s name

Reference Article: Docusign Identify (powered by IDnow or AriadNext) - Frequently Asked Questions

If any of these happened, the envelope can’t be completed, and the sender will need to void it and send a new one.

If you’re still stuck after a bit more time, it might be worth checking in with the sender to make sure everything’s in order on their end. Hope that helps

Should you require any additional assistance, feel free to reach out. Thank you!

Regards,

Jenny | Docusign Community Moderator

Found this helpful? Hit "Best Answer" so others can find it too!

Hello ​@ppsc,

I hope you’re doing well. I'm following up on the above solution provided. Could you please confirm whether it addressed your question? If it did, can you please mark it as Best Answer " to assist other users with similar inquiries and improve its visibility. Let us know if we can help with anything else. Wishing you a smooth rest of your day! 

Regards,

Jenny | Docusign Community Moderator