Troubleshoot Signer Access and Identity Verification

Invalid/expired/completed links, incomplete required fields, browser/mobile issues, Identity Verification provider/credential/callback problems, and how ordinary signing differs from Level 2 failures.

This guide applies to All plans; sender, signer, administrator and follows the accepted QC Digital Signature 2.0.7 implementation. Where older walkthrough language differs from the current interface or source behavior, use the current QCDS state as the authority.

Before You Begin

Capture the exact QCDS version, current Status message, Request identity, and the action that failed before changing several unrelated settings.
Do not include API keys, webhook signing secrets, old license keys, secure signer links, or private identity evidence in public diagnostics.
When possible, reproduce the problem with a small test PDF/test Contact so production data is not used as the diagnostic tool.

Step-by-Step Workflow

Reproduce the issue once, if safe, and record the exact QCDS screen/action and visible message or reference.
Check the current QCDS Status page and the owning object (workspace, Template, Request, signer, delivery, or completed artifact) before changing unrelated settings.
Use the narrow test appropriate to the symptom: Joomla mail test, simple PDF, test Contact, provider Test Connection, Scheduled Task health, or entitlement refresh.
Correct only the failing layer and retry the supported action.
Verify the original transaction/evidence remains intact and gather safe non-secret diagnostics if support is still required.

Invalid/expired/completed links

Level 2 Identity Verification is additional provider-backed assurance, available with eligible Pro/Max/All Access entitlement. Current QCDS 2.0.7 supports Didit and Shufti. Site-global settings can provide an installation-wide provider profile; sender/account settings can provide an account-level profile where the global configuration is not overriding it. Ordinary secure-link signing remains separate, so a provider outage affects signers who were specifically required to verify rather than making every QCDS transaction provider-dependent.

For Troubleshoot Signer Access and Identity Verification, verify this behavior using the actual object involved rather than a generic assumption. A global administrator setting, a sender-workspace preference, a reusable Template, and a sent Request have different ownership and history rules. QCDS is intentionally designed so changes for future work do not silently rewrite the evidence of an already-sent transaction.

Incomplete required fields

Browser/mobile issues

Identity Verification provider/credential/callback problems

And how ordinary signing differs from Level 2 failures

How This Fits into the QCDS Workflow

Operational troubleshooting works best when the failure domain is isolated: installation/access, Scheduled Tasks, entitlement, PDF preparation, sending/mail, signer access/Identity Verification, or completion. Fix the narrow layer rather than resetting unrelated data.

When escalation is necessary, provide enough non-secret detail to reproduce the failure without sharing secure signer URLs, provider credentials, private identity media, or other protected evidence.

Verify the Result

The Template validates and a new test Request renders the expected field/content behavior without changing older Requests.
Provider Test Connection succeeds and a representative Level 2 test follows the expected provider flow.
The Completed PDF/Package opens, preserves the signed source and evidence, and the Audit Trail remains readable.
A direct follow-up test confirms the change affects future/current workflow behavior without rewriting historical sent Request evidence.

Common Mistakes to Avoid

Publishing before running Validate and resolving actual configuration problems.
Assuming a later Template edit will update a Request that was already sent.
Treating provider-backed Identity Verification as required for every ordinary secure-link signing workflow.
Posting provider credentials, webhook secrets, or identity evidence in public diagnostics.
Asking signers to sign again when only final PDF generation or completion delivery failed.

Troubleshooting

If Level 2 verification fails, use the provider Test Connection and inspect provider/profile/callback configuration; ordinary Level 1 signing and historical evidence should not be reset.

Operational Best Practice

Test meaningful changes with controlled data before relying on them in production. Keep QCDS, Joomla mail, Scheduled Tasks, and entitlement health observable; preserve successful Requests and completed evidence; and make the smallest change that solves the actual problem. For handoff or support, record the QCDS version, relevant Request/Template reference, the exact action taken, and the visible result without including secrets.

Community Discussion

Want to compare workflows, share practical tips, or discuss how you use this QCDS feature? Visit the QC Digital Signature Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.