Here are common issues you might encounter while using PandaDoc Notary and their solutions.
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The audio or video isn't working correctly
If a recipient or Notary is having trouble hearing or seeing during the session, be sure to click on “Allow” in the Chrome browser to allow usage of the camera and microphone. If clicking "Allow" doesn't resolve the issue, consider checking your hardware connection.
The signer has an error during the verification
The verification error could occur due to several reasons.
Warning:
In case the signer failed KBA one time, they can try to verify their identity one more time right away. The questions will be different the second time. In case there are two failed attempts, the signer will need to wait 24 hours to be able to proceed with KBA.
Incorrect first and last name
The signer must fill in their first and last names as mentioned in their document. For example, if the first name is Joseph, the system will not verify the signer if they fill in "Joe".
The document image quality
The low quality of the uploaded photo ID (blurry, with shadows or light glares) can affect the verification process. Ask your signer to make a clearer picture.
Network issues
In case there are network issues during the verification process, the signer needs to refresh the page. The notary will see a message "Looks like this signer is not present. Please try again once s/he is back".
Several signers are using the same browser
When two signers are using the same browser from the same laptop (including different tabs), the system will not allow completing the verification process for one of the signers. Ask your signers to use different browsers or laptop and mobile device during the Notary session.
If the verification error occurs, you will need to restart the session.
The browser page is white
Most probably this is a browser issue that can be resolved with basic browser troubleshooting. You can also refresh the page (the session will not be interrupted).
I can't add or resize my stamp
Stamps may only be added and resized to a document during the preparation stage before sending the document.
I can't verify the identity of the signer
A signer must be present in the session to verify their identity. Additionally, any fields in the document should be assigned to the correct signer. You can learn more about assigning fields by clicking here.
I can't switch to Notary from the PandaDoc account
Most probably your account is not yet provisioned by our finance team. It may take up to 24 hours. If you still won't see the dial pad on your Dashboard, please reach out to the Support team.
The signers/witnesses haven't received the email invite
You can share the link to the session with the copy link feature. The recipients will need to enter their first and last names and email address manually.
My stamp shows the incorrect date
Reupload your stamp. When you upload your stamp, choose the date after the actual expiration date. If your stamp expiration date is the 27th of September, then choose the 28th of September.