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IDnow unable to verify US passport

  • February 18, 2025
  • 3 replies
  • 70 views
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Unable to Verify U.S. Passport with IDNOW

 

Hello,

 

I am having trouble getting my U.S. passport verified through IDNOW. I have attempted multiple approaches, including:

• Scanning the page with the hologram

• Scanning the page with my signature

• Scanning both pages together

 

Unfortunately, none of these attempts have worked, and I keep encountering verification failures. I’m at a loss as to why this process is so difficult.

 

Has anyone else experienced this issue? Is there a specific method that works for U.S. passports? Any guidance or a concrete solution from the DocuSign team would be greatly appreciated.

 

Thanks!

 

Best answer by nathaly.monge

Hello ​@alexgiess ,

Welcome to the Docusign Community and thank you for posting your concerns!

Please make sure that there is no flares when scanning or taking a picture of the passport. Is this the first time you are using IDNow? What is the exact error you are getting when scanning your passport? Can you provide the envelope ID?: Locate a Docusign envelope ID

If you do not have an envelope ID, please contact the sender of your document.

Let us know if you need further assistance with this.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

3 replies

N
Community Moderator
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  • nathaly.mongeCommunity Moderator
  • Community Moderator
  • 2552 replies
  • Answer
  • February 19, 2025

Hello ​@alexgiess ,

Welcome to the Docusign Community and thank you for posting your concerns!

Please make sure that there is no flares when scanning or taking a picture of the passport. Is this the first time you are using IDNow? What is the exact error you are getting when scanning your passport? Can you provide the envelope ID?: Locate a Docusign envelope ID

If you do not have an envelope ID, please contact the sender of your document.

Let us know if you need further assistance with this.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

M
Community Moderator
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  • marco.tanglaoCommunity Moderator
  • Community Moderator
  • 470 replies
  • March 3, 2025

Hello ​@alexgiess,

I hope you are doing well. 

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.

Otherwise, let me know and I will gladly help you address the situation as soon as possible.


Best regards,
Marco Paulo | Docusign Community Moderator

M
Community Moderator
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  • marco.tanglaoCommunity Moderator
  • Community Moderator
  • 470 replies
  • March 10, 2025

Hello ​@alexgiess,

I hope you are doing well. 

If you found my response to be a useful solution to your question, could you please click the "Best Answer ✅" button at the bottom of the post? 

It helps other community members who might have similar questions. Thank you!

Best regards,
Marco Paulo | Docusign Community Moderator


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