When you sign a document with a qualified electronic signature (QES), you need to complete an identity verification step first. If verification fails, your signature request locks and you can't complete it until the requester sends a new one. This article explains the most common reasons verification fails and how to fix each one.

If you're reading this article, you've already received a QES signature request. Learn more in our electronic signature overview article.

This article covers the following issues:

• Your name doesn't match your ID
• Device, connection, or browser issues
• Photo or ID quality issues
• Your ID isn't supported or valid

Before you start

Before you try verifying your identity again, keep these points in mind:

• You need a phone to complete identity verification and signing.
• If you verify your identity successfully, you can create a Docusign Identity Wallet. To use one, you need a Docusign account linked to your signing email address. If it's your first time signing, Docusign prompts you to create an account and set up your wallet during the signing process. Your verified identity then stays saved for 3 years, so you don't need to verify again on future QES requests until the wallet expires.
• If you leave the verification process partway through, you need to restart the process from the beginning. This incurs another charge.

Note:
Restarting verification always incurs a new charge, even if your previous attempt succeeded.

Your name doesn't match your ID

Issue:
This is the most common reason verification fails. The name on your identity document needs to match your legal first and last name in Personio exactly.

Possible solution:

1. Check that your name in Personio matches your identity document exactly. Don't include titles such as "Dr." or "Prof.".
2. If your name in Personio is wrong, contact your Personio Administrator to update it.
3. If the name on your ID document is wrong, get a new government-issued ID.
4. Once your name is correct, ask the requester to resend the QES request so you can try verification again.

Device, connection, or browser issues

Issue:
Verification can fail if your device or browser isn't supported, your connection is unstable, or your camera is unavailable or produces blurry video.

Possible solution:

1. Try verification again on a different device, if possible.
2. Check that you have a stable internet connection. If you're on Wi-Fi and having problems, switch to a mobile network. 5G mobile networks give the best results.
3. Make sure you're in good lighting and your camera works properly.
4. Close other applications that might use your camera or your bandwidth.
5. Ask the requester to resend the QES request so you can try again with a better connection.

Photo or ID quality issues

Issue:
Verification can fail if your ID document isn't clearly visible, your face isn't clearly detected, lighting is poor, or you use a photocopy or digital image instead of the original document.

Possible solution:

1. Use your original, physical ID document. Don't use a photocopy, a photo on a screen, or a digital scan.
2. Make sure both the front and back of your ID are fully visible in good lighting.
3. Make sure your face is clearly visible and well-lit during the video recording.
4. Follow the on-screen movement prompts carefully during verification.
5. Ask the requester to resend the QES request and try verification again.

Your ID isn't supported or valid

Issue:
Verification can fail if your ID is expired or damaged, or if it's not an accepted document type. For example, Docusign doesn't accept UK driving licenses.

Possible solution:

1. Check that your ID is valid and not expired.
2. Check that your ID document type is supported. See the complete list of accepted ID documents for all countries.
3. If your ID is expired or damaged, get a new, valid government-issued ID document.
4. If your ID type isn't supported, use a different, valid ID document.
5. Ask the requester to resend the QES request so you can try verification with a different ID.