Docusign ID Verification simply does not work

Question

Hi!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.

nathaly.monge · Answer

Hi@Bruno Gabriel,Thank you for reaching out here in the DocuSign Community.I’m sorry to hear you about your unfortunateexperience 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 ModeratorPlease click "Best Answer" below if you find my reply to be a valid solution to your issue!

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