What happens if signer KBA authentication fails?

When knowledge-based authentication (KBA) is enabled, the signer must complete KBA before accessing or signing the document. If KBA cannot be completed, the signer cannot continue until the issue is resolved.

KBA may fail when the signer’s identity details cannot be verified, the security questions are answered incorrectly, or the signer reaches the allowed retry limit.

What happens when KBA fails?

When KBA fails:

• The signer cannot access or sign the document until KBA is completed successfully.
• The signer may retry KBA if retry attempts are still available.
• If the maximum number of attempts is reached, access to the document is restricted.
• The signer must contact the sender if they are locked out.
• The sender can reset KBA authentication or remove authentication if needed.

Common reasons for KBA failure

KBA may fail for the following reasons:

• The signer entered incomplete or invalid legal identity information.
• The signer name entered during KBA does not match the signer name added in BoldSign.
• The signer left required security questions unanswered before submitting.
• The signer answered one or more security questions incorrectly.
• The KBA session expired before answers were submitted.
• There is not enough public record information to generate or verify KBA questions.
• The signer reached the maximum number of allowed KBA attempts.

Signer actions after KBA failure

If retry attempts are still available, the signer can try KBA again. The signer should:

• Review and correct the legal identity information before generating questions.
• Enter their legal name and address accurately.
• Answer all security questions before submitting. BoldSign highlights unanswered questions before submission.
• Complete the questions before the KBA session expires.

If the signer reaches the maximum number of attempts, they cannot continue signing. The signer must contact the sender for assistance.

Sender actions after KBA failure

If a signer cannot complete KBA, the sender can take one of the following actions from the document overview page:

• Reset KBA authentication: Allows the signer to try KBA again while keeping KBA enabled for the signer.
• Remove authentication: Removes the KBA requirement from the signer if KBA is no longer required.
• Review signer details: Confirms that the signer name in BoldSign is accurate and matches the signer’s legal name.

Resetting KBA does not remove KBA from the signer. The signer must complete KBA again after reset.

Preventing KBA failure

To reduce KBA failures:

• Enter the signer’s legal name accurately when preparing the document.
• Keep KBA name matching enabled to avoid mismatched signer identity details.
• Choose a retry count that balances security and signer convenience.
• Ask signers to use their current legal information when completing KBA.