When you request a qualified electronic signature (QES), signers must complete an identity verification step. If verification fails, the signature request becomes locked and cannot be completed until restarted. This article explains the most common reasons verification fails and how to resolve them.

Why verification might fail

Identity verification can fail for several reasons related to your device, connection, ID document, or personal information in Personio. Understanding these common causes will help you troubleshoot and try again successfully.

Name doesn't match your ID

This is the most common reason for verification failure. The name on your identity document must match exactly with your legal first and last name in your Personio profile.

• Check that your name in Personio matches your identity document exactly. Do not include titles such as "Dr." or "Prof."
• If your name in Personio is incorrect, contact your Personio Administrator to update it.
• If the name on your ID document is wrong, you may need to obtain a new government-issued ID to proceed.
• Once your name is corrected, request that the requester resend the QES request so you can try verification again.

Hinweis:
Each resend will incur a new verification charge of €6, regardless of the outcome.

Device, connection, or browser issues

Verification can fail if your device or browser is not supported, if your connection is unstable, or if your camera is unavailable or produces blurry video.

• Try the verification process again on a different device if possible.
• Ensure you have a stable internet connection. If on Wi-Fi and having problems, try switching to a mobile network (5G mobile networks are recommended over Wi-Fi for best results).
• Make sure you are in good lighting and your camera is working properly.
• Close other applications that may be using your camera or consuming bandwidth.
• Request that the requester resend the QES request so you can try again with an improved connection.

Photo or ID quality issues

Verification can fail if your ID document is not clearly visible, if your face cannot be clearly detected, if lighting is poor, or if you present a photocopy or digital image instead of the original document.

• Use your original, physical ID document. Do not use a photocopy, photo on a screen, or digital scan.
• Ensure both the front and back of your ID are fully visible in good lighting.
• Make sure your face is clearly visible and well-lit during the video recording.
• Follow the on-screen movement prompts carefully during the verification process.
• Request that the requester resend the QES request and try the verification process again.

Unsupported or invalid ID

Verification can fail if your ID is expired, damaged, or not an accepted document type. For example, UK driving licences are not accepted by DocuSign.

• Check that your ID is valid and not expired.
• Verify that your ID document type is supported. The complete list of accepted ID documents for all countries worldwide is available here.
• If your ID is expired or damaged, obtain a new, valid government-issued ID document.
• If your ID type is not supported, use a different, valid ID document instead.
• Request that the requester resend the QES request so you can try verification with a different ID.

Before you try again

Keep these important points in mind:

• You will need a phone to complete identity verification and signing.
• Each time you restart the verification process, a new €6 charge applies, regardless of whether your previous attempt succeeded or failed.
• If you successfully verify your identity, you can create a DocuSign Identity Wallet. To use an identity wallet, you must have a DocuSign account linked to your signing email address. If you are a first-time signer, you will be prompted to create an account and set up your wallet during the signing process. Once created, your verified identity is saved for 3 years, and you won't need to verify your identity again until the wallet expires on future QES requests.
• If you leave the verification process partway through, you must restart the entire process, which will incur another charge.

QES not yet available in Recruiting

Qualified electronic signatures are not yet supported in Personio Recruiting when sending offers. We hope to support this soon. Until then, use this workaround:

1. Update the candidate's status to "Hired" to create their employee profile.
2. Go to that employee profile and navigate to the Documents tab.
3. Upload the contract document and request a qualified electronic signature from there.