What happens if signer identity verification fails?

When identity verification (IDV) is enabled, the signer must complete the verification process before accessing the document. This helps protect sensitive information and prevent unauthorized access.

If identity verification fails, the signer cannot proceed until the verification is successfully completed.

What happens when identity verification fails

• The signer cannot access or sign the document.
• The document remains in the Needs Attention status.
• The signer can retry verification within the allowed attempt limit.
• Verification is blocked after the maximum number of attempts is reached.
• The document cannot be completed until verification is successful.

If verification is blocked, the signer cannot continue, and the sender must take action to resume the process.

Learn how to manually review uploaded documents for identity verification

Causes of identity verification failure

Identity verification settings are configured by the sender during document preparation. Verification may fail if:

• The signer’s details do not match the identity document.
• The selected ID type does not meet the required criteria.
• The signer exceeds the allowed number of verification attempts.

For more details, see Identity verification settings.

Signer actions to resume signing

If identity verification fails and is blocked, the signer must contact the sender. The signer cannot retry or continue without sender intervention.

Sender actions to resume signing

If a signer fails identity verification, the sender can:

• Reset verification to allow the signer to retry the identity verification process.
• Switch to manual verification to review and approve the signer outside automated ID checks.
• Remove authentication requirements and allow the signer to proceed without ID verification.
• View verification failure details to understand why the verification failed.
• Download verification images for further review or compliance purposes.