DocuSign Authentication
- Deanna Collia
- Stephanie Kussrath
Background:
Homeowners will see an additional layer of security in DocuSign to verify their identity when signing our EverBright agreements.
When a homeowner opens the DocuSign package, they will be asked a series of questions pulled from a LexisNexis knowledge base that only they should know all the answers to. If the homeowner answers correctly and passes the authentication, the agreement signing will proceed as normal.
If the homeowner does not pass the authentication questions, they will still be able to sign an EverBright agreement. The failed DocuSign package will be cancelled, and a new DocuSign package will be sent to the homeowner. In lieu of the authentication questions, this DocuSign package will include a step requiring the homeowner to upload a copy of their identification for EverBright to review. Note: for privacy reasons, installers will not be able to see the uploaded identification.
The status of the authentication can be determined by logging into DocuSign and locating the agreement Using Docusign to troubleshoot or resend contractsarchived . If the HO has failed the authentication, it will display in DocuSign:
If the HO fails the DocuSign authentication, they will receive a second email from DocuSign and be allowed to sign the agreement as normal but will be required to upload a copy of their driver’s license at the end of the contract.
If the HO receives the following error: We were unable to find your name in the public information database. The homeowner didn't enter enough data for LexisNexis to generate questions or there isn't enough data about this homeowner for them to generate the questions. Encourage the homeowner to enter either their DOB or SSN (or both) to increase the chances that their information will be located. EverBright does not store this information.
If there is a co-applicant and at least one applicant fails the authentication, they will receive a second email from DocuSign and be allowed to sign the agreement as normal but both applicants will be required to upload a valid copy of their driver’s license at the end of the contract.
If an invalid or expired ID is uploaded by either of the applicants, the installer will be notified by DP that a NCCO is required. The applicants will be required to re-sign and provide a valid ID.
If the Welcome Call has been completed, it will not have to be repeated.
If an agent is unsure if the homeowner has passed authentication, the agent can view the history in Docusign.
Log into Docusign
Click on the Manage tab.
Click the dropdown arrow on Shared Access.
Click on Select User.
Click EverBright Financing and then Select.
Click Sent from the menu on the left-hand side.
Use the search bar to search for the homeowner by name or email address.
Once the homeowner is displayed, click on the dropdown arrow on Download.
Click History from the dropdown menu and this will display all details of the Docusign agreement.
FAQs:
Training Video: