KBA failure max tries not being enforced. Signers never get locked

We have set up our account with maximum allowed KBA failures = 3 but ESL is allowing seemingly unlimited invalid retries. So, signers never get locked and the KBA_FAILURE and SIGNER_LOCKED emails and callback notifications don't get sent. I do not see any way to set the max KBA tries through the API. It is set up at the account level in the ESL admin portal, apparently (which I don't personally have access to but I'm working with somebody who does.) Here is an example of our REST request to create and send a signing package in case it is helpful. { "roles": [ { "locked": false, "emailMessage": { "content": "" }, "attachmentRequirements": [], "reassign": false, "specialTypes": [], "id": "GEORGE_H_MORLAN", "data": null, "type": "SIGNER", "index": 0, "signers": [ { "auth": { "challenges": [ { "answer": "6789", "question": "What are the last 4 digits of your SSN or TaxID?", "maskInput": false } ], "scheme": "CHALLENGE" }, "company": "", "firstName": "GEORGE", "lastName": "MORLAN", "phone": "", "email": "[email protected]", "knowledgeBasedAuthentication": null, "language": "en", "title": "", "external": null, "professionalIdentityFields": [], "userCustomFields": [], "delivery": { "email": true, "provider": false, "download": false }, "group": null, "signature": null, "address": null, "data": null, "name": "GEORGE H MORLAN", "specialTypes": [], "id": "GEORGE_H_MORLAN" } ], "name": "GEORGE H MORLAN" } ], "documents": [ { "approvals": [ { "role": "GEORGE_H_MORLAN", "signed": null, "accepted": null, "data": null, "fields": [ { "page": 0, "subtype": "FULLNAME", "width": 200, "binding": null, "extract": false, "extractAnchor": null, "left": 100, "top": 700, "validation": null, "height": 50, "data": null, "type": "SIGNATURE", "value": "" } ], "name": "Approval name" } ], "name": "Extension Agreement", "fields": [ { "name": "Next Due Date", "value": "9/21/2018" }, { "name": "Document Date", "value": "8/21/2018" }, { "name": "Borrower Name", "value": "GEORGE H MORLAN" }, { "name": "Co-Signer Name", "value": "" }, { "name": "Account Number", "value": "514671798" }, { "name": "Effective Date", "value": "9/21/2018" }, { "name": "Months Extended", "value": "1" }, { "name": "Next Payment Due", "value": "9/21/2018" }, { "name": "New Maturity Date", "value": "8/21/2030" }, { "name": "Null Void Date", "value": "8/25/2018" } ] } ], "name": "Extension", "type": "PACKAGE", "language": "en", "emailMessage": "8/25/2018", "description": "Defines the terms of the Extension agreement", "autoComplete": true, "status": "SENT", "settings": { "ceremony": { "events": null, "inPerson": false, "declineButton": false, "declineReasons": [], "disableDeclineOther": false, "disableDownloadForUncompletedPackage": false, "disableFirstInPersonAffidavit": false, "disableInPersonAffidavit": false, "disableOptOutOther": false, "disableSecondInPersonAffidavit": false, "documentToolbarOptions": null, "handOver": null, "hideCaptureText": false, "hideLanguageDropdown": false, "hidePackageOwnerInPerson": false, "hideWatermark": false, "maxAuthFailsAllowed": 0, "optOutButton": false, "optOutReasons": [], "style": null, "layout": null } }, "reminders": { "startInDaysDelay": 1, "intervalInDays": 1, "repetitionsCount": 3 }, "due": "2018-08-25" }