How to reset KBA authentication for a signer?

If a signer fails knowledge-based authentication (KBA) and reaches the maximum number of allowed attempts, access to the document is restricted for that signer. The sender can reset KBA authentication to allow the signer to try again.

Resetting KBA keeps KBA enabled for the signer. It only clears the failed or locked KBA state so the signer can complete KBA again.

Reset KBA vs Remove authentication

Before resetting KBA, understand the difference between reset and remove authentication:

• Reset KBA authentication: Keeps KBA enabled and lets the signer retry KBA.
• Remove authentication: Removes the KBA requirement from the signer. The signer can continue without completing KBA.

Use reset when the signer should still complete KBA. Use remove authentication only when KBA is no longer required for that signer.

How to reset KBA authentication?

To reset KBA authentication for a signer, follow these steps:

1. Open My Documents

   Go to the My Documents page from the sidebar menu.

2. Open the document overview page

   Select the document where the signer failed KBA.

3. Find the signer
   Locate the signer whose KBA authentication failed or whose access is restricted.

4. Open signer actions
   Click the more options icon next to the signer.

5. Select Reset verification
   Choose Reset verification from the signer actions menu.

6. Confirm the reset
   Confirm the action to reset KBA for the signer.

After reset, the signer can open the document link and attempt KBA again. The signer must complete KBA successfully before accessing or signing the document.

What reset does?

Resetting KBA:

• Clears the failed or locked KBA state for the signer.
• Allows the signer to start a new KBA attempt.
• Keeps KBA authentication enabled for the signer.
• Preserves the configured KBA settings, such as frequency, retry attempts, and name-match tolerance.

What reset does not do?

Resetting KBA does not:

• Remove KBA authentication from the signer.
• Mark KBA as completed.
• Delete previous audit or transaction records.
• Refund or remove any KBA usage already recorded.

When to reset KBA?

Reset KBA when:

• The signer reached the maximum number of allowed KBA attempts.
• The signer entered incorrect identity details and needs another attempt.
• The signer failed the security questions but should still complete KBA.
• The document still requires KBA authentication for that signer.