DocuSign Identify (powered by IDnow or AriadNext) - Frequently Asked Questions

If you are seeking guidance and information about executing a qualified electronic signature with DocuSign Identify (powered by IDnow or AriadNext), review the how-to steps and helpful tips in the Frequently Asked Questions below.

NOTIFICATION: Due to the regulation changes governing remote signing in certain countries, there is a significant increase in customer demand for qualified electronic signatures executed with DocuSign Identify (powered by IDnow or AriadNext). Requests to Customer Support for assistance on this topic is unusually high and as a result our response time is delayed.

Upon first time execution of qualified electronic signatures via IDnow, the signer must successfully complete an initial personal identification via a video call. Due to the increase in requests for these video identification requests, those that cannot be handled immediately are offered to be notified via SMS, once capacity to perform the video identification is restored.

Frequently Asked Questions

What is a qualified electronic signature?

A qualified electronic signature (QES) is a type of eSignature that generally spoken is the legal equivalent of a handwritten signature. In contrast to the basic eSignature, QES have to fulfill Identity proofing requirements, that will be carried out by an authorized third party. Each EU member state defines, which type of eSignature can be accepted for a specific transaction or agreement.

How do I sign using qualified electronic signature via IDnow?

Upon reviewing a document sent to you via DocuSign, and completing all required fields, you’ll be presented with either of the following scenarios.

First time signer:

If this is the first time that you sign via IDnow, you are required to go through IDnow’s video identification process. Follow the on-screen instructions to be connected to a trained ident specialist, who will lead you through this process.
Upon completion, you’ll be offered to create an account that will allow you to skip the video identification process going forward. Make sure that your email-address is the same through which you've received the request to sign.
To finalize the qualified electronic signature, review and accept the applicable terms and conditions, enter the one-time code that will be provided to you via SMS and click on “Sign document”.

Registered signer:

If you have previously gone through IDnow’s video identification process and created an account as part of this process, you will be prompted to login with your email-address and password. After accepting the applicable terms and conditions, enter the one-time code that will be provided to you via SMS and click on “Sign document”.

How do I sign using qualified electronic signature via AriadNext?

Upon reviewing a document in DocuSign, and completing all required fields, you’ll be asked to enter your mobile number. From there you proceed to providing a photograph of your ID document. When successfully uploaded, AriadNext’s automated identification process will commence. If this was successful, enter the one-time code that will be provided to you via SMS, review and accept the applicable terms and conditions and click on “Sign” to complete the process.

Note: If the automated identification fails, please try again and ensure that your ID document is properly lit by indirect lighting. If this fails again and you have another acceptable ID document (i.e. an ID card instead of your passport), please try again using this document.

Is there anything that can cause issues when sending envelopes for qualified electronic signature?

There are indeed a few potentail causes for issues, which you can easily avoid. Please adhere to the recommendations below:

  • Avoid sending envelopes with several documents that have the same filename.
  • Ensure to tick 'Set Signing order' for your recipients.
  • Avoid adding the same recipient twice in an envelope.
  • Do not correct an envelope once it's been sent.