Sorry I can’t really help but you certainly reaffirmed my decision NOT to use e-signatures or DocuSign for tax returns…. A good portion of my practice is completely electronic EXCEPT for signatures… i don’t care how they sign and return but it’s entirely on the client! If they want their returns filed they sign and return. 

Instead of using the useless default Knowledge Based Questions choose the Access Code option.  Create your own code that you securely send to your client.  This has been working for me.