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

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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