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client is being told "we were unable to find your name in the public information database so you cannot access these documents"

  • 16 December 2022
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client is being told "we were unable to find your name in the public information database so you cannot access these documents"
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Best answer by Community Expert 16 December 2022, 16:12

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Userlevel 1
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Hello,

Thank you for reaching out here in the DocuSign Community.

It seems like the signer will not be able to authenticate using Knowledge-Base to the information being inputted is not matching public records. You would have to correct the envelope and use a different authentication method: https://support.docusign.com/en/guides/ndse-user-guide-correct-documents 

Let us know if you need further assistance with this.

Best regards,

Nathaly | DocuSign Community Moderator

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