Error message to client. "We are unable to find your name in the public information database so you can not access these documents. NOW WHAT? Robyn

Hello,

Thank you for reaching out here in the DocuSign Community.

If the document has an ID check. Basically, those security questions were not created with DocuSign. It's from LEXIS NEXIS company. They gathered some of the signer's personal information from their financial public records, and it is used to generate those questions. If they think that they answered correctly all those questions but still fail, then it might be that some of the information that they have from them is incorrect. They will need to reach out and have their public records updated, and then the sender can resend the envelope for a new attempt, otherwise, you would need to change the authentication method for the recipient.

You can find more details regarding how to correct an envelope, here: 

https://support.docusign.com/en/guides/ndse-user-guide-correct-documents

Let us know if you need further assistance with this.

Best regards,

Nathaly | DocuSign Community Moderator

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