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Question

SMS DocuSign Authentication Oddities / Issues - Anyone Else?

M
Newcomer
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Is anyone else experiencing some discrepancies with the SMS Authentication process of signing documents electronically - we’re seeing these today for the first time it seems:

  • In other cases where it is received, some (not all), the sms is being received as 
    • ‘from’ 0432 344 240 with standard text “Your OTP is...”
    • in place of the expected: ‘from’ DocuSign with standard text “Your DocuSign” authentication code is...”
  • Some instances a mobile sms for a one-time password isn’t being received by the user; and then multiple attempts later the exact same mobile number will receive the sms - but it’s taking some users 4-5 triggers

2 replies

C
Community Moderator
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Hello @MG_WealthCentral,

 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

 

We are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand that your recipients are having discrepancies when doing the SMS authentication process.

 

Is this happening to all of your recipients?

 

Are all of the senders reporting the same issue?

 

Do you know when this started?

 

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

C
Community Moderator
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Hi @MG_WealthCentral,

 

I hope you are doing well.

 

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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