Level 2

Question

esignature authentication failures

Forum|Forum|2 years ago
November 22, 2023
4 replies
5 views

My clients have received numerous "authentication fails" when using the esignature feature. I have performed a few tests as well and have also received the "authentication fails" notifications. Any ideas what is causing this?

ProFile (Canada)

This topic has been closed for replies.

M

Mario B

Level 11

Hi, usually, its because the Firstname and Lastname and/or address do not match what the service provider has on File.

M

Mario B

Level 11

Please make sure that the mobile carrier is supported and make sure that the name and address on the request esignature screen (see below) matches the carrier.

Mobile carriers supported with Intuit Sign

We currently support the three major mobile carriers in Canada, Bell, Rogers, and Telus. This creates 87% national coverage, but varies by province. Each major carrier has subsidiary providers that may also work. See this list for the subsidiaries confirmed to be supported. This section will be updated when more subsidiaries and carriers are confirmed to work with Intuit Sign:

Bell Mobility
- Includes Virgin Plus, Lucky Mobile, Bell MTS, Bell Aliant, Northwestel
Rogers Wireless
- Includes Fido Mobile, Chatr Mobile, Cityfone, Primus Wireless, Zoomer Wireless, SimplyConnect, Shaw Mobile
Telus Mobility
- Includes Koodo Mobile, Public Mobile, DCI Wireless

Note: Freedom Mobile, SaskTel, and Vidéotron are not currently supported carriers.

C

Carol-R

Level 2

Hello,

I too am struggling with Profile's IntuitSign feature. All appears to be working as expected within Profile and the e-signature request is successfully sent. The client receives the email advising that a document needs to be signed and a verification code is sent to their mobile phone. When the client plugs in the code, this message appears "something went wrong - contact your tax preparer". That would be me, and I don't know what is going wrong.

As recommended, I confirmed the client has a Rogers Fido account and their name on the tax file matches that. I am worried that the requirement that the Profile client info MUST match the telephone carrier billing info will prove to be a problem as not all tax client names may appear on carrier billing, eg. spouse, parent, etc.

As tax season is quickly approaching, a solution to my dilemma is greatly and urgently appreciated.

P

Pat W 12

Level 3

I have just purchased Intuitsign and have tried several tests, have double checking the name, address and phone number but each time "authentication failed" appears on my dashboard as well as in the client's mail. On one occasion it was sent but not received. Is there an answer to this problem? I would like to resolve it before I get really busy.

Pat Webb

S

Saurav Arora

Level 2

Authentication failed 6 times. All details are correct and verfied but still facing the same issue. Have anyone resovled the issue till date. If you can share and provide some tips.

J

JNJAccounting30

Level 2

I got the same issue, I tried it to myself and I got the same notification.

Is there any reason were always getting this error.

Please make sure that the mobile carrier is supported and make sure that the name and address on the request esignature screen (see below) matches the carrier.

Mobile carriers supported with Intuit Sign

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