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  • 39 Topics
  • 100 Replies
39 Topics
A
Newcomer
alexgiessNewcomer
asked in Identify
IDnow unable to verify US passport

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!

253
M
Community Moderator
A
Newcomer
artur_zarskiNewcomer
asked in Identify
User identity verification

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

903
R
Newcomer
L
Newcomer
LuyaoNewcomer
asked in Identify
Unable to verify my identity

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!

322
L
Newcomer
A
Newcomer
Ant0ineHNewcomer
asked in Identify
IDNow is rejecting my wife's Philippines passport

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

273
M
Community Moderator
T
Newcomer
taoolantNewcomer
asked in Identify
Why sms verification is throwing invalid number?

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.

4704
N
Community Moderator
D
Newcomer
David510Newcomer
asked in Identify
Relying on a third party eIDAS for identity check

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

331
A
Community Moderator
G
Newcomer
GroguNewcomer
asked in Identify
IDnow enable on a developer account

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.

454
A
Community Moderator
Z
Newcomer
ZomaxxNewcomer
asked in Identify
Why isn't a nearly 4 years old ID version supported?

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)

256
C
Community Moderator
S
New Voice
silvanNew Voice
asked in Identify
Unable to verify with old Italian national ID (paper)

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 the web. Do you have any suggesti

9911
C
Community Moderator
C
Newcomer
ChristoNewcomer
asked in Identify
Mass Update for USer How to reset / delete the Federated ID for Users after change of IdP?

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

902
N
Community Moderator
W
Newcomer
Willians DiasNewcomer
asked in Identify
How to use digital certificate (ICP-Brasil)

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

2272
N
Community Moderator
G
Newcomer
Gavin JohnsNewcomer
asked in Identify
How to get Recipient Authentication functionality added to our demo account?

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?

412
N
Community Moderator
J
Newcomer
JPLLNewcomer
asked in Identify
Signer Event - random numbers and digits for e-mail address?

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.

342
N
Community Moderator
J
Newcomer
Joe ChambersNewcomer
asked in Identify
DocuSign Phishing Events

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.

19184
N
Community Moderator
W
Newcomer
WelshGNewcomer
asked in Identify
Authenticate SMS Not Sent When Traveling Outside US

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

1082
A
Community Moderator
C
Newcomer
cherryNewcomer
asked in Identify
how do i check81ED2E2287F744329425E3CF2FE30D2B7

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

392
C
Community Moderator
M
Newcomer
mayteNewcomer
asked in Identify
To obtain a document from its DocuSign Envelope ID?

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

13867
N
Community Moderator
I
Newcomer
IolyNewcomer
asked in Identify
Madagascar not listed in issuing country

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?

482
C
Community Moderator
B
Newcomer
BrookLNewcomer
asked in Identify
ID Verification

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

572
N
Community Moderator
R
Newcomer
RonniCarthronNewcomer
asked in Identify
data verification data - how are you using the results in your organization?

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?

472
N
Community Moderator
F
Newcomer
Fe_MartinsNewcomer
asked in Identify
Why I receive error message when I try to validate signatures in ITI service in Brazil? It says there is no known signatures

Hi! I have a signed document that is not being validated by ITI service in Brasil. It says there is no Known signatures

562
A
Community Moderator
D
Newcomer
dinaNewcomer
asked in Identify
"We are unable to find your name in the public information database so you can not access these documents"

"We are unable to find your name in the public information database so you can not access these documents"I got this message. What should I do?

4893
N
Community Moderator
Chicgeek
Newcomer
ChicgeekNewcomer
asked in Identify
ID Evidence with Liveness - copies of ID stored

We are currently testing ID Evidence in our DocuSign account. In order to allow this to be used across the organisation, our compliance team need a short summary around where the ID Evidence data is stored to ensure our privacy policy is up to date and to satisfy a few other requirements. From the documentation we can see that it says it is stored in 'the DocuSign service' and only the sender can access. However, I can't see anywhere that refers to what the 'DocuSign Service' store is other than (for us in Europe) it's a data centre in the EU. Can someone help me explain in layperson terms where the ID data is stored, in what format, and how security is guaranteed? I have raised a support call a few days ago but I’m just being directed to the support pages, which doesn’t give me what I need, and this is holding back my testing now.

512
Chicgeek
Newcomer
J
Newcomer
joujouNewcomer
asked in Identify
verify my id

hi i’ve received an email saying ‘You must have your identity verified remotely by a certifying agent from the company IDnow, a DocuSign partner, then create a qualified electronic signature which will be stored in your personal IDnow account.’ how do i go about doing this. any help much appreciated

622
N
Community Moderator
neethujkp
Troubleshooter
neethujkpTroubleshooter
asked in Identify
IDV EU Advanced with Liveness - Name Matching

While using IDV EU Advanced with Liveness, name matching is failing when we use National ID. To be specific, we use Emirates ID as the National ID for United Arab Emirates. Our National ID incorporates both the holder's full name and either the parent's or spouse's full name. To illustrate, if my full name is AAA BBB and my father's name is CCC DDD, then my ID would display as AAA BBB CCC DDD. Despite entering the precise name as indicated on the ID into DocuSign Recipient Name details, the matching process fails. Does anyone has insights into the underlying logic behind the ID name matching process?

1642
neethujkp
Troubleshooter

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