Identify

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

I have created three templates over the last three hours, following DocuSign instructions. None of them are visible anywhere. I have not deleted them.

Hi Everyone!I need help urgently. I’m trying to sign a funding 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 9041C569-4075-4BB6-90F5-17DB8B85F6EEReally appreciate a prompt response.Thank you!

The envelope ID is currently only accessible by going into the envelope itself - could this possibly be displayed on the “sent” page after the envelope is sent, in a copy/paste format? It would be helpful for tracking, reporting, and searching what we’re sending as a company.  

Hi,   I have scenario. Bank customer wants to sign agreement. This agreement is created in Docusign. Question:How customer can be verified without docusign representative?  Can bank employee verify and confirm identity?  Can customer use for example SMS with password/token?  it’s quite typical situation but we’d like to avoid phone call from this representative each time and replace with bank authority.Everything will be integrated with Microsoft PowerPlatform Thanks,Artur

It seems it is impossible now to enable any ID verification option on a developer DocuSign account because according to this article:https://support.docusign.com/s/document-item?language=en_US&bundleId=ced1643229641057&topicId=wri1618324913918.html&_LANG=enus -→ This Option should be available but also according to this article this is a premium feature which only payable clients have access to.And also only clients with subscriptions have access to ask support questions.In these conditions how does one proceed with enabling ID verification/ IDnow on a developer's account?I would like to know how testing can be done in these conditions where there's a loop of blocks for testing this feature.  

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! 

Hi everyone, I’m having problems accessing an very important document, cause I cannot verify my identity. The problem is as follows: 1. When I verify via my Residency Permit (in the country where I reside currently), it doesn't get verified because I have a passport sticker instead of an Electronic card. 2. When I try to verify myself through other documents - Identity Card, Passport - there is no option to select China as an issuing country. Is there any support team seeing this post, please reach out ASAP and please help me with this issue. I urgently need to access my document. (I already reached out to the sender, no reply yet). Thank you!

Unable to sign an urgent document because IDNow is rejecting my wife's Philippines passport (type or origin of document not accepted).. what can we do ?Thanks !A

I’m going through identity verification and the first step is sms verification. I can find my country code which is +383 and then write my number but when I click send it shows “Invalid number” error. I checked multiple time that the number is written correctly.

Docusign uses IDnow for identification. Is it possible to use another supplier, already eIDAS like LuxTrust, to validate identity and sign with DocuSign?

When I tried to verify my identity with my hungarian ID card, the agent said there isn’t an option like mine. It is the 2021 version one, so nearly 4 years old. I checked the supported ID versions and the latest is the 2016 one. What could be so complicated that it is still not possible to update the list with it? (also the agent said to ask support, but when I try to open a ticket it says I’m unable to login and wait 15 minutes, it’s been more than 12 hours)

Hello,I’ve received a document to sign from a french notary which requires identity verification. I’m doing the verification from Italy with an italian ID document.The document used is an Italian ID card issued in 2017, it is not a plastic card but made of paper folded in two parts, thus providing 4 pages. By following the identification procedure for smartphone it is initially clear that the instructions apply for a plastic ID card where there is a front (with photo) and a back, while with the 4 pages ID document it is unclear how to put the document for front and back scanning from webcam.I tried by the way 4 or 5 times trying to provide different scans of the ID paper receiving this error: “Malheureusement, votre identité n’a pas été vérifiée.” until reaching the limit of attempts.The notary says that I need to contact Docusign to solve the problem, but I’m not a Docusign customer and I cannot find any phone number nor other types of contact from t

Hi All, we migrated users to a new domain and also a new Identity provider (IdP). I can update the users email via mass update, how ever I wonder how I can delete the Entry in Security Sector for IdP and federated ID. Because if this still exists the user cannot login via SSO. Regs,Christo 

Hi,  I need to know how to use  digital signature  by  ICP Brasil 

We want to enable the ability to require signatories to enter a code via SMS before signing, to verify their identity. We want to use Recipient Authentication and send them an SMS, but cannot find this in our demo/developer account. How do we get this capability added/enabled please?

I am looking at a DocuSign Certificate of Completion and, for the two signers, the listed e-mail address is a long string of numbers, letter, and dashes with an “@email.com” domain at the end.These are not real e-mail addresses.Why is the Certificate of Completion showing this and not the signer’s actual e-mail addresses (which I know, so I can confirm the long, jumbled, numerals/letters address is wrong). Thank you.

I’m just curious as to the response time others are seeing when you send a message to spam@docusign.com.  Do you get any response other than they will look into it? If so, how long does that response take?  I asked someone to check on a case from the help desk and they indicated “Unfortunately, we dont have a way to follow up with the SPAM team. Can you try sending an email again to them or forwarding the email to them?”.  The email had already been forwarded to them. My message came from dse_na4@docusign.net and the email as Universitypayrollupdate_@outlook.com but had the sender name as someone from our organization.  Since we don’t have any accounts on that server it was easy to know that it was a phishing attempt, but it does look legitimate if you don’t beware.

Is there a reason why the SMS authentication code was not when someone is traveling internationally. Situation …..US based phone (T-mobile) being used outside the US while traveling for business.Thanks

I want to check the detailed information of this file（81ED2E2287F744329425E3CF2FE30D2B7）, but I forgot which account I used to log in with 

I have a DocuSign Envelope ID, and I like to get the digital document. Is it possible? How?Thanks in advance!Mayte.

I received a document and I have to register with my madagascar passport on my phone . The problem is Madagascar is not on the list of issuing countries. What can I do?

When adding the ID Verification on an envelope I am not receiving an actual copy of the ID the client has uploaded. I’m only receiving notice that they “Passed” the verification 

hello my friends.  just looking at adding the new docusign functionality for data verification to my application process.  i am wondering how other organizations are using the data they get back to make decisions or are you using it in the envelope on the fly to force the correct response?