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rbpyle
Level 2
February 23, 2023
Solved

If Knowledge-based authentication fails, how can we reset the DocuSign to allow the client to re-attempt?

  • February 23, 2023
  • 1 reply
  • 13 views
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Best answer by PhoebeRoberts

Void the request and send a new one.

1 reply

PhoebeRoberts
PhoebeRobertsIntuit Community ChampionAnswer
Intuit Community Champion
February 23, 2023

Void the request and send a new one.

    R
    revsfreeman
    Level 2
    April 12, 2024

    So.... the client answered one of the knowledge based authentication questions wrong.  It asked him whether he knew a person, which he did, then asked for his city, which he didn't know where he lived.  That caused the initial authentication to fail.  SO... we voided the request, but the authentication is NOT resetting.  When I send a new request, it now fails upon the initial validation questions of birthdate/ss#/address, etc.  It won't even get to the knowledge based questions.

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