Troubleshooting Signer Security Codes (AKA Two-Factor Authentication / Access Code) - For Signer

Signer Security Code (AKA Two-Factor Authentication / Access Code) are used to add an extra layer of security to a document. This ensures that the right individual is accessing their signing documents and prevents unintended access to sensitive data.

To authenticate with a Signer Security Code, your client will be presented with a dialog that will guide them through the steps of receiving a code via SMS or Phone call and enter the code to authenticate.

This guide will help you troubleshoot the authentication process with your clients.

*note to admin: This feature applies to a signer with USER ROLE.

Scenario 1: I only have one cell phone number for a couple. 

Answer: You can use the same phone number for multiple individuals. 

Scenario 2: What if my client does not have a mobile phone or difficulty receiving SMS?

Answer:  If your client does not have a mobile phone, they can select the “Call Me” feature when opening a document and they will receive a call to their landline with the access code.

Scenario 3: Security Code/Access Code is not being accepted.

Answer: The Security Code/Access Code is only valid for 24 hours. Every time the client reopens their document, it will generate a new Security Code.

Scenario 4: My clients phone number is incorrect. How can they receive the Security Code?

Answer: Verify and update the mobile directly in the Workspace.

Step 1. Click the box corresponding to the transaction you wish to alter

Step 2. Review the menu items on the top panel.

Step 3. Click the "Update Phone Numbers" button

Step 4. Update the phone number and advise your client to click the link to open the document. The mobile # would have automatically updated.

Scenario 5: We attempted all of the steps above and still cannot authenticate.

Answer: If your company has Alternative Security Codes (company settings: GENERATE_ACCESS_CODE & 2FA_GENERATE_CODE)

enabled, a Publisher or Company Admin can manually generate an "Access code" from the workspace and provide it to their signer (*Instead of "Access Code/Two-Factor Authentication" coming from SMS/Text message, triggered by a signer).

1. Select the checkbox beside your transaction in the Workspace and select RESEND

2. In the RESEND Transaction dialog, click GENERATE beside the signer to generate an Alternative Security Code or Access Code

 

4. Ask your signer to reopen their document link. When the Two-Factor Authentication dialog appears again, the user can select I have a code to proceed.

5. Share the code with your client (we recommend verbally for security reasons) and instruct them to enter the code in the following screen.