SoloSign+ & DocuSign Knowledge Based Authentication

This article covers the process of SoloSign+, or Knowledge Based Authentication, through DocuSign. This includes the following topics: 

• What is Knowledge Based Authentication?
• How SoloSign+/KBA works
• SoloSign+ FAQs

Click the links above to jump to the relevant section. 

What is Knowledge Based Authentication?

KBA also known as Knowledge Based Authentication is a method used in the U.S. to verify a customer’s identity to access an envelope. Prior to signing an envelope a customer is presented with initial identity questions that are then used to formulate KBA “out of wallet” security screening questions in real time using publicly available data that only the homeowner would know.

If questions are answered correctly, the homeowner is then able to proceed with signing their given documents. If questions are not answered correctly, the homeowner will not be able to proceed with opening the document. 

How SoloSign+ / KBA Works

Knowledge Based Authentication will be a step during the document signing. When this is turned on for your company, this will occur for EVERY customer that is signing documents through SoloSign. Here are the steps for SoloSign+:

1. Request Documents - The Sales Rep will request the documents from customer page or the proposal. 
   1. Before requesting documents, ensure that the customer name entered in Solo is their full name, as shown on their ID. This will ensure correct information when completing the authentication. 
   2. For more information on requesting documents, see this article here. 
   
   
2. Sales Rep Signs Documents - The docs are first signed by the Sales Rep, then are sent to the homeowner. 
   1. All documents requested through Solo will be sent to the sales rep first.
   2. Once they're signed by the sales rep, the homeowner will receive a DocuSign email notification to review their document. 
   
   
   
3. Open Review Document  - Once the homeowner opens the DocuSign email to review the document, they will be redirected to this page. Here, the Homeowner will answer basic identity questions.
   
   
   
   
4. Answer KBA Questions - After answering the identity questions, the homeowner will be prompted to then answer 6 KBA security questions that are generated in real-time to securely confirm their identity. 
   
   
   
   
5. Passing the Identity Check- If the KBA questions are successfully answered, the signer will be directed to the envelope where they can proceed with reviewing and signing the envelope. 
6. Failing the Identity Check - If the KBA questions are answered incorrectly, the signer will. be directed to a page that notifies them them that the KBA failed. In this instance, the sales rep can re-request documents and try again. 
   
   1. If you're having trouble resending documents, please contact our support team for more assistance. 

SoloSign+ Frequently Asked Questions

Here are some of the frequently asked questions related to SoloSign+/KBA:

Who will need to complete KBA identify verification? Will the Sales Rep need to complete KBA?

The sales rep will not be required to complete identify verification. All other signing recipients will be required to complete KBA: 

• • Homeowner
  • Cosigner
  • Utility Account Holder
  • Countersigner

Does the customer name matter for SoloSign+ when creating a customer in Solo?Does it need to match the name entered in the SoloSign+ identity questions?

Yes, in order to pull correct questions for the KBA, the correct customer name is needed. However, there is minimal variation in the name allowed for KBA. DocuSign compares the recipient's name on the envelope with the name on their ID.

The customer's name in Solo will directly translate over to the authentication. Upon reaching KBA, users will not be prompted to enter they name, as it will be pre-populated for them using the name entered in Solo. That is why it is important the customer name is entered correctly on Solo, before requesting documents. 

Will SoloSign+/KBA work for all homeowners?

Not all clients will be able to successfully answer the KBA questions. In some cases, the customer may not have enough history in the U.S. to generate a list of questions. It is important that the customer has alternative solutions for when this occurs. 

Where is SoloSign+/KBA available?

KBA is only available for customers in the United States.

Is there a maximum for failed attempts?

Yes, failing the authentication too many times can result in an error message stating "Envelope or Account Activation Not Found". In this case, you may need to reach out to DocuSign support. 

Alternatively, a SAAS Owner can reach out to our support team to remove the authentication requirement for that specific customer.