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Background:
We provide a onboarding portal as SaaS solution in a B2B environment. The onboarding portal allows our customers to manage the collaboration with their distributor, clients and so on. So basically every of their external partners need to go through the onboarding portal, that we provide. A part of this onboarding portal is the signing of business related documents (e.g. NDA, GDPR, ...). To fit our customers needs, we want to integrate DocuSign as a possible method to sign documents.
Our customers have access to a configuration portal where they can customize their onboarding portal and invite new externals to process the onboarding portal.
Process:
Our customers can connect their DocuSign account to our app. With this connection they can choose which DocuSign account they want to use. In the configuration of the onboarding portal they can add a new DocuSign element and choose a DocuSign template which is connected with this element. Our flow intends that the customers have their documents sets prepared as a DocuSign template.
After the portal (our app) is set up by the customer, they can start to invite their external people. The app will than send a link via mail to the external and lead them to the onboarding portal. Here the DocuSign envelope is create based on the DocuSign template and the externals information’s (e.g. mail, name). After creating the envelope we’re loading a recipients view for this envelope and display the embedded signing with the focused view option using the DocuSign JS SDK.
Problem:
During our tests in the DocuSign developer environment, everything went smooth. We were able to create the envelop, generate the recipients view and display the embedded signing as focused view. The test users were able to sign the documents and we get the response from DocuSign service.
But after we released everything to our production environment, we faced a issue while loading the embedded signing. The focused view is loading infinit. We debugged allot and went through the process manually. When we open the URL from the create recipients view call, we get a page called “identity verification” where we get ask to fill out a address, a SSN and a date of birth. We didn’t got this page before in our testing environment. We are also confused, because it is only possible to insert a US address (no option to select any country)
After further debugging we found out that if we create the recipients view with out the “clientUserId”, the documents get displayed in the focused view but without the option to sign them.
Questions:
Regarding this scenario, we came across some questions.
- Why is the identity verification page not loading in the focused view?
- Why is the identity verification required? I thought with using the “clientUserId” this is not necessary.
- How to disable the identity verification?
Additional Information's:
DocuSign license: Basic Api Plan
We tested the production environment with the account that has the “Basic Api Plan” license. As per description we have 30 (or 40) envelops included in this package, so from my perspective it should be possible to use this account to proper test the production environment.
We do not provide envelops to our customers, they need to have a active DocuSign subscription by their own. We only operate as a connection between their DocuSign environment and our SaaS onboarding portal.
Our DocuSign app registration is of course migrated to the production account.
I hope this could explain our current situation. If I missed something feel free to ask, I will add the missing information’s ASAP.
Thank you all in advanced :)
