identity verification name mismatch

Question

Hello,

I'm trying to complete the DocuSign Identity Verification to sign an employment contract.

I am using my Egyptian passport for the identity verification.

During the verification process, I received the error "We couldn't match your name." However, the "Name expected" and the "Name on your ID" shown on the verification page are exactly the same.

Could you please explain why this error occurs even though the names match? Is this a known issue, or is there something I should check before trying again?

I've attached a screenshot of the error for reference.

Thank you for your help.

Noralynn.Niduaza · Answer

Hi ​@Mostafa Farouk,We appreciate you reaching out to the Docusign Community and are delighted to have you join us.I’m sorry to hear you’re having an issue with the identity verification while trying to sign your employment contract. I understand how important this is for you, and I’ll be happy to help.The error can sometimes occur even if the names look identical. This may be caused by subtle formatting differences, such as extra spaces, special characters, name order on how it appears on the passport versus the name in the envelope. We also have to consider how the identity provider reads the information from the passport. Additionally, make sure that the Egyptian passport used is issued from 2008-01-27.Link for reference:List of Eligible Countries and Accepted IDs for ID Verification To further isolate the issue, please ensure that the name entered in the envelope matches the name exactly written on the passport. Check the envelope recipient field and the user profile for any discrepancies. Make sure the passport image is clear, well-lit, and all details are visible, or it might appear tampered with. Also, try using a different browser or device to sign the document, and ensure you have a stable internet connection to avoid interruptions during the verification process. If there were too many failed attempts, we suggest that the sender create a new one and void the previously sent envelope.Link for reference:We Couldn't Match Your Name ErrorIf the issue persists, we recommend contacting the sender so they can submit a Support case through Docusign Support Center. Our support team can review the envelope and investigate the cause of the name mismatch.We hope this information helps. If you have any additional questions or can share more details about the error, I’ll be glad to help.Best regards,Noralynn | Docusign Community ModeratorIf this helped. Feel free to Like👍and click "Best Answer."

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