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The following video can be shared with installers/reps/homeowners who need assistance and understanding the DocuSign ID Authentication process (Click Here)

Background: Starting November 1, 2024, the process for homeowner identification verification during contract signing will change to require ID verification via DocuSign instead of using LexisNexis knowledgebase questions.

Step

Action

1

  • Once the contract is sent, the homeowner will receive an email from DocuSign containing a link to access the contract

The email will include a button or link that says "Review Documents".

2

  • Homeowner must click on “Review Documents”

image-20241023-123645.png

3

  • The contract document will begin to load

However; before accessing the contract, the homeowner will need to verify their identity with a government-issued ID.

4

  • A prompt will appear, asking the homeowner to select the type of ID they want to use for verification.

Note

ID Verification: Exemption for Suffixes in Names


Notification to Installers:

Please be advised to use only the first and last name as they appear on the ID when completing the contract. Do not include any suffixes in the contract. Deal Processing will no longer request NCCOs to add suffixes to the contract. However, we will ensure that the individual named in the contract, ID, credit application, and title are the same person.

Note: DocuSign does not recognize suffixes on IDs.

The homeowner will:

  1. Click the Next button.

  2. Choose the type of ID they will use

  3. Select the country where the ID was issued (e.g., United States).

Info

For U.S. homeowners, accepted IDs include:

  • Driver’s licenses

  • State ID cards and

  • Passports.

For international homeowners:

  • Passports are the only accepted form of ID in most countries.

Note

It is important to verify that the first and last name on the ID matches the name on the contract. Any mismatch will cause the verification to fail.
DocuSign will compare the first name on the ID with the first name field on the contract, and similarly, it will compare the last name on the ID with the last name field on the contract.

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titleName Matching Samples
image-20241105-191021.pngimage-20241105-191116.png

5

  • The homeowner will be prompted to review and agree to DocuSign's privacy policies and terms and conditions.

  • Then click “I Agree” to continue

6

  • Homeowners will be asked to enter their phone number to receive an SMS text message with a link to upload their ID.

They can also scan a QR code displayed on the screen, which will direct them to the ID submission page.

7

  • Once the homeowner clicks the link from the SMS or scans the QR code, a new page will load on their phone.

  • The browser will ask for permission to allow camera access.

    • The homeowner should click Allow.

8

  • The phone's camera will open, and the homeowner will:

Info

  1. Align the ID in the camera frame

  2. Scan the front of the ID.

  3. Then scan the back of the ID.

DocuSign will then verify the ID. This may take a couple of minutes.

  1. Once the ID is verified, the contract will automatically load in the original browser window on their computer or mobile device.

9

  • After ID verification is complete, the homeowner will proceed to sign and initial the contract as normal using the DocuSign interface.

  • Once all required fields are filled and the document is signed, the process is complete.

Note

The homeowner has four attempts to successfully pass the ID verification.

  • If the ID verification fails all four times for any signer, the contract will be blocked and cannot proceed.

    • A new contract will need to be generated and sent if this happens.

  • The customer does not get a warning for the KBA failures.  EverBright is not notified either that the customer failed.

Common reason for ID rejection:

  • Legibility Issues/unreadable

  • Shadow cast on the ID obscured key information

  • Excess lighting that may cause reflections

  • The entire ID is not captured in the image

  • Ensure there are no additional objects in the photo, as this could make the photo appear tampered with and lead to rejection.

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Important Notes:

  • For any change orders after the initial contract signing, the homeowner will need to answer personal history questions (LexisNexis knowledgebase questions) to re-verify their identity

Note

If the homeowner fails to answer the LexisNexis knowledge-based authentication (KBA) questions while completing the change orders (HCO/ICO/NCCO), they can resend the change order document. The homeowner has up to 4 attempts to answer the KBA questions. If they fail all 4 attempts, the installer must resend the ICO/HCO or NCCO. The KBA questions are generated randomly based on the homeowner's information.

  • ID verification will not be required for change orders.

  • Homeowners will no longer have the option to upload a photo ID for change orders.

For any issues related to ID failures in DocuSign, Support Agents should create a DP case assignment. Follow the steps outlined in Creating and Assigning Cases

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