Ryan_Coleman | Posts: 258

KBA Signer issue

Wednesday, September 18, 2019 at 08:49am
0 votes
So I have a current workflow that includes KBA on some signers for various packages. When the signer gets their signing url, we are seeing the attached error on the screen. Sometimes it takes us to where we can then proceed to answer the KBA and sometimes it doesn't. Also, we've noticed that if they are able to get to the KBA, once they fill in the information they get an authorization error message that says roughly the same thing. "We're sorry. We cannot grand you access to the document package because the session is unknown or expired. Please try again. If you encounter this error multiple times, contact support." Any idea on what might be going wrong?
Attachments
KBA_errors.zip12.48 KB
Duo_Liang | Posts: 3776

Reply to: KBA Signer issue

Wednesday, September 18, 2019 at 09:15am
0 votes
Hey Ryan, After checking the Jira system, I found out that the expected error page should be: 'We’re sorry. We cannot grant you access to the e-SignLive document transaction because we could not verify your identity based on the information provided. Please contact support to follow a different identity verification process.' We will replace the current page with this one at recently release. According to this error message, it looks like the KBA details package provided were not accurate. If you are testing in Sandbox/Production US2 environment, I can help you check the logs quickly, if you shared me with a package ID. Duo
Ryan_Coleman | Posts: 258

Reply to: KBA Signer issue

Wednesday, September 18, 2019 at 09:19am
0 votes
Duo - Two things. 1. Yes this is in the Sandbox. Here is the transaction ID: DhixgLBDXvbMA5bFkGg__XECWLk= 2. We get this error when just clicking on the signing link. We've seen the other error when the information was selected wrong but not when we were just trying to get to the KBA portion. I'm curious to know what the logs say.
Duo_Liang | Posts: 3776

Reply to: KBA Signer issue

Wednesday, September 18, 2019 at 11:52am
0 votes
Hi Ryan, With this ID: DhixgLBDXvbMA5bFkGg__XECWLk=, the signer passed KBA and completed the package. So can you provide me with another ID that you can see the error page immediately when you logged onto the Signing Ceremony? BTW, what I meant above is, this error page indicates that the KBA profiles you've pre-set in the package were not validated in Equifax. It looks like it's the designed flow that only to validate KBA information when recipient was trying to log. Duo
Ryan_Coleman | Posts: 258

Reply to: KBA Signer issue

Thursday, September 19, 2019 at 04:11am
0 votes
Duo, I am in the process of confirm the KBA information that was given to us to test as the last 3 packages I tried worked without an issue. I'll reply back with a packageId once I am able to reproduce the issue.
Ryan_Coleman | Posts: 258

Reply to: KBA Signer issue

Monday, October 14, 2019 at 12:10pm
0 votes
Duo - Is there a time limit on answering the questions? In our testing we got the "We're sorry. We cannot grant you access to the document package because the session is unknown or expired. Please try again. If you encounter this error multiple times, contact support" message. When doing it again with the exact same answers, we were able to get back in and sign the documents.
Duo_Liang | Posts: 3776

Reply to: KBA Signer issue

Tuesday, October 15, 2019 at 04:43am
0 votes
Hi Ryan, Can you send this package ID to [email protected] and if possible, together with the testing KBA profile you used (if there's no real PII). I will search in logs for actual failure reason and see whether I can reproduce at my own side. Duo

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