Docusign ID Verification simply does not work

  • 18 January 2024
  • 2 replies



We contracted the Docusign ID Verification to validate the face and document of our signatures.

I opened a case in October/2023 and since then I have no response anymore. They know the problem exists but don't fix it.

Any ideas? The first trials the verification entered a loop and now it takes 3 minutes to validate a face, which is ridiculous.

2 replies

Userlevel 4
Badge +11

Hi @Bruno Gabriel , 


Thank you for reaching out here in the DocuSign Community.


I’m sorry to hear you about your unfortunate experience with support, I understand you are having issue with the ID verification method provided.


To better understand your issue, can you provide more details?

  • Are they getting any type of error?
  • Does the loop end in an error?
  • By any chance do you have the case number?


Best regards, 


Nathaly | DocuSign Community Moderator 

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!


Userlevel 4
Badge +11

Hello @Bruno Gabriel ,


Were you able to provide the information that I previously requested? If so, please do so in a reply to this question so that I am able to further assist you with your issue.


Best regards,

Nathaly | DocuSign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue