Troubleshoot Identity Verification Failed or Unavailable States

Provider credentials, plan entitlement, global/account profile precedence, provider outages, webhook/callback issues, pending bound participants, and why ordinary Level 1 signing remains separate.

This guide applies to Pro / Max / All Access; administrator, sender, signer 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

Treat the signer link as personal transaction access. Do not publish, forward, or paste it into public support posts.
If Level 2 Identity Verification is required, confirm the applicable Didit or Shufti provider profile is configured and tests successfully before sending.
Test the signer experience in a normal browser/mobile context, not only while logged into Joomla as an administrator.

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.

Provider credentials

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 Identity Verification Failed or Unavailable States, 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.

Plan entitlement

Global/account profile precedence

Provider outages

Webhook/callback issues

How This Fits into the QCDS Workflow

Ordinary QCDS signing is a secure-link workflow and does not require the signer to have a Joomla account. Identity Verification is an additional assurance layer for selected transactions; it does not replace the core signing system.

Signer usability and evidence quality are linked. Clear field placement, private secure-link handling, and explicit Identity Verification requirements make it easier for the signer to complete the intended act without ambiguous workarounds.

Verify the Result

Provider Test Connection succeeds and a representative Level 2 test follows the expected provider flow.
Status shows the expected Base and Effective tier and no unresolved entitlement-task integrity warning.
A direct follow-up test confirms the change affects future/current workflow behavior without rewriting historical sent Request evidence.

Common Mistakes to Avoid

Following old instructions that require entering a current license key instead of using Authorized Domains.
Starting the one-time Max Preview merely to inspect a feature before you are ready to evaluate it.
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.

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.
If a paid feature unexpectedly locks, inspect Authorized Domain resolution, Base/Effective tier, and the hourly Entitlement Revalidation task before changing saved configuration.

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.