identity verification name mismatch

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 Error

If 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 Moderator

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​@Noralynn.Niduaza      Kindly check my screen shot as you mentioned the name need to be identical which is true the name is exactly the same , and you also said the passport need to be new , this passport issued on 2025 , and the passport photo was clear, as i tried to do this on 5 contract , the employer sent me 5 contract , rach contract i tried to do it 3 times , 

Kindly check this and escalate the matter please

*** information remove due to PII ***

​@Noralynn.Niduaza please i need help in this i can process further at all i need urgent help 

Hi ​@Mostafa Farouk,

Thank you for your response and for verifying the information.

Based on the details you’ve provided, this issue appears to require further investigation. After checking internally, I found a potential ongoing issue affecting Identity Verification. While this issue has not yet been officially confirmed, our Engineering team is actively reviewing similar reports and is already in contact with the identity provider.

I understand how important it is to complete your signing process, and I apologize for the inconvenience this has caused. I will continue to monitor the issue on your behalf and provide you with any updates as soon as more information becomes available.

In the meantime, we recommend informing the sender that this issue is already being investigated. Since we do not yet have an estimated timeframe for a resolution, the sender may consider using an alternative Identity Verification method, if available, so you can proceed with signing without further delay.

I appreciate your patience and understanding in this matter.

Best regards,

Noralynn | Docusign Community Moderator

​@Noralynn.Niduaza Do you have any news i need to signed the contract urgently please , any solution please

Hi ​@Mostafa Farouk,

Thank you for following up. I understand that this is urgent, and I’m sorry for the continued inconvenience. 

As per our internal team, the error appears as “NameMatchingError: None of the provided given name(s) found in input name”. The identity provider recognizes your full name as a single last name. This is due to the name format on your passport. To resolve this, we recommend that you or the sender create a case via the Get Support page and use the live chat option (the chat icon in the lower-right corner). Say “connect with a live agent,” and you should be able to reach a support representative. Our technical team can assist you further to resolve the issue immediately. Unfortunately, the Community has limited access if the issue requires further investigation.

I appreciate your patience and understanding in this matter.

Best regards,

Noralynn | Docusign Community Moderator

Hi ​@Mostafa Farouk,

I hope you’re doing well and having a great day!

I wanted to see how things are going on your end. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community. We’ll always be here to help!

Best regards,

Noralynn | Docusign Community Moderator

Feel free to Like👍and click "Best Answer."