The following video can be shared with installers/reps/homeowners who need assistance and understanding the DocuSign ID Authentication process.
https://vimeo.com/1020746953/cbbde0941a?ts=0&share=copy
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. This guide provides the steps to ensure a smooth transition and proper completion of the new ID verification process.
Step 1: Contract Sent via DocuSign
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".
Step 2: Open and Review Documents
The homeowner clicks "Review Documents" in the email.
The contract document will begin to load, but before accessing the contract, the homeowner will need to verify their identity with a government-issued ID.
Step 3: Select ID Type
A prompt will appear, asking the homeowner to select the type of ID they want to use for verification.
The homeowner will:
Click the Next button.
Choose the type of ID they will use (e.g., Driver’s License, State ID Card, or Passport).
Select the country where the ID was issued (e.g., United States).
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.
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.
Step 4: Agree to Privacy Policies and Terms
The homeowner will be prompted to review and agree to DocuSign's privacy policies and terms and conditions.
The homeowner clicks “I Agree” to continue.
Step 5: Provide a Phone Number for SMS Text or Scan QR Code
Homeowners will be asked to enter their phone number to receive an SMS text message with a link to upload their ID.
Alternatively, they can also scan a QR code displayed on the screen, which will direct them to the ID submission page.
Step 6: Upload ID Using Phone Camera
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.
The phone's camera will open, and the homeowner will:
Align the ID in the camera frame and scan the front of the ID.
Then scan the back of the ID.
After scanning both sides of the ID, the homeowner clicks Submit.
Step 7: Wait for ID Verification
DocuSign will then verify the ID. This may take a couple of minutes.
Once the ID is verified, the contract will automatically load in the original browser window on their computer or mobile device.
Step 8: Sign and Initial the Contract
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.
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.
Important Notes:
Change Orders:
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.
ID verification will not be required for change orders.
Homeowners will no longer have the option to upload a photo ID for change orders.
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