Hi Everyone!
I need help urgently. I’m trying to sign an urgent document and I’ve encountered all kinds of issues with IDNow verification.

The IDNow agents mentioned that I have the “old type of Nigerian passport” (I just got it in 2023) and my new Hungarian permanent residence permit card isn’t the exact type on their system. 

It’s been quite frustrating trying to contact Docusign because IDNow can’t fix this except DocuSign says so.

I checked, my passport & residence permit are acceptable because it’s within PRADO. 

The sender has reached out to Docusign about 3 weeks ago, still no response.

The envelope ID is 9041C569-4075-4BB6-90F5-17DB8B85F6EE

Really appreciate a prompt response.

Thank you!

Hello ​@Funmi 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 
I’m sorry about your experience with IDNow and that you guys did not hear anything from us regarding your support case for this matter. To check and follow up on the support ticket, please send me the ticket number via private message. Thank you.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Hello @Funmi
Let me clarify: Did the sender already create a support ticket? We need the ticket number to check further.
If there’s no support case yet, I recommend that the sender or their admin create one.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
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Thank you for your response ​@Ma.Cubio 

I’ve decided to seek other alternatives since this took too long to be resolved.

I hope Docusign devises a better support structure since quite a number of folks have encountered this issue and it seems only the sender of the envelope can create support cases.

Hello ​@Funmi 

I understand your frustration, and I’m sorry for the delay and inconvenience this has caused. We appreciate your feedback and will share it with the appropriate team as we continue improving our support experience. Thank you for bringing this to our attention, and we hope to serve you better in the future.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"