Failing identification at DocuSign, what can I do?

When using a video auto-identification provider for identity verification, several issues can cause the process to fail. Here are some possible reasons and solutions:

Possible Issues

Unsupported Documents:

• Cause: Using unsupported document types, such as scans or photocopies, can lead to verification failure.
• Solution: Use original documents or supported digital formats as specified by the provider. Ensure you present a valid passport or national ID document and the document is not expired

Note: Please be aware that depending on the service hours for identification the supported documents may vary. For example, if your conduct the identification process skipping the step of reading the NFC chip of your Passport, a manual agent based review is necessary, which will only be available during normal working hours. As such conducting the identification with a document type, that doesn't host a NFC chip for data verification, will only be possible during working hours of our agents (CET).

Environmental Factors:

• • Cause: Bright backgrounds or poor lighting can affect the video quality.

  • Solution: Conduct the verification in a well-lit environment with minimal background distractions.

Camera or Device Issues:

• • Cause: Problems with the camera, such as poor resolution or incorrect settings, can affect the verification process.

  • Solution: Check that your camera is working properly and adjust settings if necessary. Ensure your device meets the minimum requirements for video quality

Poor Internet Connection:

• • Cause: Unstable or slow internet can disrupt the video feed, causing the verification process to fail.

  • Solution: Ensure a stable and fast internet connection.

Data Mismatch:

• • Cause: If the information provided does not match the ID document or other verification sources, the process will fail.

  • Solution: Ensure all details are accurate and consistent across all documents and forms

Technical Glitches:

• • Cause: System errors or glitches during the verification process can cause failures.

  • Solution: Try restarting the process or contact the provider's support team for assistance.

User Inconsistencies:

• • Cause: If the user appears different from the ID photo or refuses to follow instructions, verification may fail.

  • Solution: Ensure the user's appearance matches the ID photo and follow all instructions provided by the agent.

We recommend to change your recording conditions while respecting the probable issues above and restart the identification process. This can easy be done by starting over the signing process.