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We have some users of Docusign (not Signers) that get prompted to re-login if the system times out and then they get sent a verification code while others just get prompted for the password & get right back in.  What is different in their settings that we need to fix to avoid the verification code action?  Just to add, the users getting the verification code are NOT using a new browser or system.

Hi ​@Mayo Clinic,

Welcome to the Docusign Community—we're grateful for your question and happy to share our knowledge!

We're sorry to hear that some of your users are experiencing login issues, and we're here to provide guidance for resolution. 

The issue is likely due to the login security settings enabled for the affected users. 

  • Device Verification - when active, prompts users for a code sent to one of the recovery methods on file or their primary email address if they log in from an unrecognized device or browser.
  • Two Step Verification - when enabled,  requires an additional verification step with every login, either to the email, phone, an authenticator app, or by logging in from a trusted device

💡 Why am I being asked to verify my identity when logging in from a new device?

The user can disable it from their Profile > My Profile > Privacy and Security. If the user prefers New Device Verification to be active, we recommend clicking the "Remember this device" after successfully entering a verification code when logging in.

I hope you find this helpful. If yes, we would greatly appreciate it if you could give it a like and mark it as "Best Answer" ✅, to help other community members find trusted answers and follow similar steps.😊

Let us know if you have questions— we're here for you!

 

Sincerely,

Melanie | Docusign Community Moderator
If this helped clarify things, feel free to Like👍and click "Best Answer"

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