What happens if document authentication failed?

In BoldSign, if the signer enters an incorrect authentication code more than three times, the document will be locked, and an error message will be displayed to the signer. This message informs them of the unsuccessful authentication attempt and instructs them to contact the sender to proceed. The document can only be unlocked by the sender, enabling the signer to proceed with the signing process.

Also, the sender will be notified of the failed authentication and the document will be moved to the Needs Attention status.

Unlock the document

• To unlock the failed Email OTP document, go to the Dashboard or My Documents page and click to open the document in the Needs attention status.
• You will be directed to the Overview page. Click the context menu at the end of the Recipient Details section and select the Resume signing option.

• A pop-up message will be displayed as shown below, and the document will be unlocked successfully.

• Now, the signer will receive the Email OTP when they open the document.

• The same applies to the failed SMS OTP document.

• In case of a failed access code, the sender can unlock the document by providing a new access code in the Authentication field. The sender must then share the new access code directly with the signer.