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I was recently testing DocuSign features, I am a beginner, and encountered a problem that ended up with the agreement not being signed. I wouldn’t want to face this in real case scenarios so If someone can help me understand, I would really appreciate it.

After sending a document to be signed, the recipient was requeated to fill a form and verify the access code she entered (VALIDACION DEL CODIGO DE ACCESO in Spanish). Why was she prompted to do so? See screen capture.

Is it is a KBA method of verification? I didn’t request any kind of ID verification, I couldn’t since I was on a business pro free trial without add-ons or third party authentication providers. I only had the access code verification enabled. Plus we are not in the US, but Argentina.

The recipient could not proceed with signing and the agreement is currently with state “error in delivery” due to a “wrong authentication”.

Thank you!

 

Best answer by Vinicius.Rodrigues

Hi ​@Pedro4679 ,
Unfortunately, your post does not have any attached images. Based on your text, one possibility would be that your account has the recipient authentication setting required for all your recipients. If this is the problem, try change this setting as optional by going to: Admin (menu on top) > Security Settings (on the left) > Recipient Authentication Settings > select "The sender can require that a recipient must authenticate on any envelope sent from this account".

Regarding the Access Code text, this is a setting that the envelope sender can include in envelopes. If this is the case, you can try to fix the envelope and remove this option. Take a look on this article with video for more information!

 

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3 replies

Vinicius.Rodrigues
Docusign Employee
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Hi ​@Pedro4679 ,
Unfortunately, your post does not have any attached images. Based on your text, one possibility would be that your account has the recipient authentication setting required for all your recipients. If this is the problem, try change this setting as optional by going to: Admin (menu on top) > Security Settings (on the left) > Recipient Authentication Settings > select "The sender can require that a recipient must authenticate on any envelope sent from this account".

Regarding the Access Code text, this is a setting that the envelope sender can include in envelopes. If this is the case, you can try to fix the envelope and remove this option. Take a look on this article with video for more information!

 

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.
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  • Pedro4679Newcomer
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  • March 31, 2025

Hi ​@Vinicius.Rodrigues ,

Thank you for your reply. I think I tried the option “Request verification for all recipients” just before doing this particular test. May it be that even after turning it back to optional, that it affected the following envelope sending?

Now everything is back to normal and working OK. I will work with the "The sender can require that a recipient..” option ON.

I’ll have a look at the video too.

Best!

Vinicius.Rodrigues
Docusign Employee
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Hi ​@Pedro4679 !

I'm glad you were able to solve it! I just want to emphasize that when changing the admin settings, only new envelopes will be 'affected', that is, for envelopes sent before this change the configuration will still be the previous one (at the time of envelope creation).

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.
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