Why cant Docu Sign change the security questions to verify recipient ?

Question

Why can't I change or how can I change the security questions that DocuSign has for me to verify? I have PTSD from a previous marriage and almost always when I get sent a DocuSign email notification from a company I’m forced to answer the tquestions that remind me of my traumatic experience in order for me to open the document for me to sign. I dread and si’m scared to open it. I shouldn't have to be subjected to trauma every time I need to sign a document from DocuSign. I have had a case open about it since 2022, my case number is 10093355 it has yet to be resolved. I have since remarried and clearly there's other things in my life that DocuSign can retrieve from Govt agencies or Lexus Nexus to verify my identity. There's no way to get in touch with anyone about this. DocuSign is not recipient customer friendly because in order to get some one to call or speak with a live agent via chat about this, you have to pay. This is very disturbing, discouraging, and frustrating.  Is there anyone out there to help about this situation. There has to be other options and ways to verify instead of reliving trauma just to sign a document. It makes me not want to do business with DocuSign. Any company that sends me a document through Docusign, I have to contact them to send it via email or find another way to verify me. Do better DocuSign.

Michael.Levy · Accepted Answer

DocuSign does not have any access to your personal data nor does it select the security questions that are asked. They utilize a 3rd-party service from LexisNexis to perform that function. LexisNexis, in turn, pulls the questions from public records data about you. As long as that information is in the public record, it can be utilized for this type of purpose.

I would suggest 2 possible options for you:

Investigate whether there’s a way to expunge the upsetting information from public records. I’m not a lawyer and don’t know what that process might look like or if it’s even possible. But if the data is gone, it can’t be used as a security question.
The company sending you the documents for electronic signature via DocuSign can control how they validate the identity of the signer. They could select to use a different validation method that does not involve answering these types of questions. Reach out to them to see if they might perform a different type of validation.

Best regards,

Michael Levy

Former DocuSign Customer Success Architect

Irie · Answer

​@Michael.LevyThank you for your reply. I will definitely take this into consideration.

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