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Question

IDnow identity verification fails: "You have NO connection - BAD" on mobile and endless "Connection speed test" on desktop

  • February 14, 2026
  • 2 replies
  • 113 views
U
Newcomer
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Hello,

I am unable to start the identity verification required to sign a document via DocuSign due to a technical issue with the IDnow verification step.

In the mobile IDnow app, the connection test immediately shows the message “You have NO connection - BAD” and stops. This occurs despite having a stable internet connection. I tested this on a smartphone using both Wi-Fi and mobile data, without VPN.

On desktop, the identity verification step also cannot be completed: the “Connection speed test” screen does not progress and remains stuck (Chrome browser, tested with both Wi-Fi and mobile internet, all permissions granted for camera, microphone, and location, no browser extensions installed).

Because of this issue, I am completely blocked from completing the legally required identity verification and therefore cannot proceed with signing the document.

Additionally, I am currently unable to contact DocuSign support through the platform itself. In the Get Support section, clicking “Start a chat” → “Chat with us” does not trigger any action (no chat window opens, no error message is shown).

I am located in Poland (EU), in case this is relevant for regional verification or connectivity checks.

I can provide screenshots of the errors if needed. I would appreciate any guidance on whether this is a known issue, or if there is a workaround or alternative verification method that would allow me to proceed with signing.

Thank you in advance for your help.

2 replies

M
Community Moderator
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Hey ​@ua_45s,

Thanks so much for reaching out — and I’m really sorry you’re dealing with these issues. I know how important it is to get the verification completed, and we’re here to help you get things moving again.

Using the IDnow mobile app with a 4G connection is usually the best way to avoid technical issues, especially around connection stability. But from what you’ve shared, it sounds like you’ve already tried that. Could you please send me the Envelope ID via direct message? Here’s how to find it as a signer: How do I find an Envelope ID as a recipient/signer?

For the chat window not opening, please try some basic troubleshooting steps to see if that fixes it: Basic troubleshooting steps for common Docusign issues. If you’re on a free trial or a paid account, you can also open a support case directly in the DocuSign Support Center 👉 Open a case in the Docusign Support Center.

Here if you need us!

 

Sincerely,

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

M
Community Moderator
Forum|alt.badge.img+15

Hi ​@ua_45, I received your message. Thanks so much for the detailed rundown of everything you’ve tried. It really looks like you’ve covered all the bases. We also checked the envelope id on our end and didn’t see any failed reasons.

At this point, we don’t have any additional troubleshooting steps left to recommend, so the next best step would be to have IDnow Support take a look. For that, we’ll need a Docusign support case submitted by the sender. They can also decide if they want to try a different verification method instead.

Happy to help if you have more questions!

 

Sincerely,

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

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