Completely Unrelated Knowledge Based Authentication (KBA) Questions

Question

My lender sent a DocuSign message that required I answer a series of Knowledge Based Authentication (KBA) questions. However, NONE of these questions had anything to do with me, my history, vehicles, property owned or resided at, or people who I’ve known. When I answered that I never lived in any of the location, owned any of the vehicles, do not know any of the people listed, etc, the authentication failed and I am unable to sign the documents. I suspect this may be due to the fact I requested LexisNexis to delete my data earlier this year. But why am Ibgetting random questions completely unrelated to me?

mrgodfrey3 · Accepted Answer

I reached out to LexisNexis and confirmed this will occur when the user (me) had previously elected to opt out completely from LexisNexis data collection. So, I’ve opted back in.

Noralynn.Niduaza · Answer

Hi ​@mrgodfrey3,Thank you for reaching out to Docusign Community, and I'm glad to assist. I'm sorry you are having an authentication issue and are unable to complete the process because the questions provided aren't related to you.We have to consider many factors to understand why you keep getting a failed authentication error. To further check, please provide the envelope ID via private message for me to review. Your request to delete your data from LexisNexis could affect the information available for verification. To confirm whether it is the cause of the issue, we recommend contacting LexisNexis to verifythe information in their database.You can also advise the sender of the issue you are experiencing and discuss whether an alternative authentication method is available for your signing process.We appreciate your patience and understanding.Best regards,Noralynn | Docusign Community ModeratorIf this helped. Feel free to Like👍and click "Best Answer."

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