Once in a blue moon, RightSignature with KBA enabled will fail to verify one of my client's identities. I'm not talking about they get to the KBA question step and fail, I'm talking about they enter their identifying information and the KBA process cannot "find them" and verify their identity to proceed to ask the right questions.
This happens rarely (less than 5% of the time), but it is still a hassle and if it happens, I usually end up immediately advising the MFJ couple to go the hand-signing route in the interest of efficiency, as I don't have time to investigate through trial and error. Of course, in a perfect world, it would work 100% of the time for those who want to use it.
There is a common theme. All of the times it has occurred, it happened to the wife in a MFJ return. Never the husband. Once I did spend the time to investigate and found in that situation that the wife commonly goes back a different last name than what is on file with the Social Security Administration. i.e. goes by "Heinz-Kerry" but is "Kerry" per the SSA. Once we used what the SSA has on file, she verified instantly and could proceed to the next step.
Does a similar problem exist with DocuSign? Anyone else experiencing something similar?