The identification step is crucial in a Qualified Electronic Signature (QES) to ensure that the person signing is who they claim to be. For this purpose, we have a facial identification step and information matching with the ID document used.

In a case of a failed identification, the Signer will be redirected to a page indicating the reason(s) of the failure to guide the User to a new, optimized attempt

Here is an example of the page with one of the possible errors:

Document & Video quality issues

For a successful identification, we need an original document, not a copy, of good quality, with a good quality connection maintained throughout the process. The Signer must also be careful not to have a blurred camera, and not to have anything obscuring his face (hat, glasses, long hair).

Error name	Error message	Advice provided
BAD INTERNET CONNECTION	It appears your internet connection isn't fast enough to transmit correctly videos.	Make sure you're on 5G or Wi-Fi with a good internet connection throughout the process.
DOCUMENT INVALID PART MISSING	It appears that the front or the back of your identity document is missing or is not matching the other side.	Take your time to present front and back of the same identity document.
DOCUMENT INVALID PART HIDDEN	It appears that your identity document or your face was obscured, preventing us from safely validating your identity.	Make sure nothing obscures your face or identity document (glasses, hat, object)
DOCUMENT INVALID FAILED RULE (1)	It appears your identity document is either not accepted or has expired, or that it is not an original document.	We recommend that you do not reuse the same document for the next attempt. Use another original, valid, unexpired ID document.
DOCUMENT INVALID FAILED OWNER	It appears that your identity document does not match the information provided by the sender.	Make sure that the information declared by the Sender strictly matches your identity document.
DOCUMENT EXPIRY DATE MISSING	The expiry date of your document could not be analyzed.	Please try with another identity document with a clear expiration date.
TOO BLURY	It appears that the video of your identity document or your face was too blurry to securely validate your identity.	Make sure the camera is filming in HD, that it's not moving during video capture, or that you're using a more recent device.
VIDEO QUALITY INSUFFICIENT	It appears that your lighting conditions were too dark or there has been a change in light during video capture.	Make sure you have good, stable lighting conditions throughout the process.
FACE IDENTIFICATION INVALID	We were unable to properly verify your face, which prevents us from safely validating your identity.	Make sure you take your time, that the camera isn't blurred, and that no objects obstruct your face.

(1) - Please note that for error DOCUMENT INVALID FAILED RULE, we recommend that you advise your Signers to use another form of identification than the one used, and to ensure that the form used is an original and not a photo or photocopy.

You can find out more about the list of accepted documents in our Help-Center.

Identity matching issues

For a successful identification during the QES, we need a strict match between the information extracted on the ID document used by the Signer and the first name and last name entered by the Sender, to ensure the quality of the signature certificate issued and to avoid potential legal disputes.

In the event of a mismatch error and to optimise the success rate of the next attempt to avoid over-consumption of credit, we block the Signer and we invite him to contact the Sender before having a waiting page until the Sender makes the right changes.

The error screen where the Signer must notify the Sender

To manage this case, please consult the dedicated guide page.

Here's a list of errors linked to incorrect identity information matching where the Sender has to correct with the right information:

Error name	Error message	Advice provided
FIRSTNAME MISMATCH	It appears the first name provided by the sender and the first name on your identity document don’t match.	Check that the first name declared by the Sender is strictly one of your given names on your identity document.
LASTNAME MISMATCH	It appears the last name provided by the sender and the last name on your identity document don't match	Check that the last name declared by the Sender is strictly one of your last names (married, birth or usage) on your identity document.
PROBABLY TOO MANY LASTNAME PARTS	It appears the sender declared too much last names and we couldn't match them on what is displayed on your identity document.	Check that the last name declared by the Sender is strictly one of your last names (married, birth or usage) on your identity document.
PROBABLY MISSING LASTNAME PARTS	It appears the last name provided by the sender doesn’t match your identity document.	Check that the last name declared by the Sender is strictly one of your last names (married, birth or usage) on your identity document.
PROBABLY MISSING FIRSTNAME PARTS	It appears the first name provided by the sender doesn’t match your identity document.	Check that the first name declared by the Sender is strictly one of your given names on your identity document.
FIRSTNAME LASTNAME INVERSION	It appears your last name and first name were reversed in the information declared by the sender.	Check your information and declare an error so that the Sender can correct the inversion.
PROBABLY TOO MANY FIRSTNAME PARTS	It appears the sender declared multiple first names and we couldn't match them on what is displayed on your identity document.	Check that the first name declared by the Sender is strictly one of your given names on your identity document. Note: This error is historical and can no longer be returned since the release of this feature.

Another identity-related error may be returned, but this will not block the Signer, as it is not a pure mismatch but information missing from the identity document used, leaving the Signer free to start again with another identity document.

This error is mainly due to ID documents that do not contain the first name, or the first name has been added to the surname on the same line on the identity document and has been incorrectly extracted. We strongly recommend that you advise your users to use another identity document with a first name separate from the surname or on a line other than the surname. We do not support these identity documents where the first name is incorrectly extracted because of the format.

Error name	Error message	Advice provided
FIRSTNAME MISSING	It appears that your first name is missing from your ID. It is impossible for us to identify you with the ID document used.	Try again with another identity document that contains a first name distinct from the last name.

Security & Technical issues

Error name	Error message	Advice provided
FRAUD ATTEMPT DETECTED	We were unable to validate your identification because we detected an alteration of your identity document or your face.	Make sure you follow the identification process correctly.
INTERNAL ERROR	We're experiencing a temporary issue.	Please try again later.

You can find out more about our identity matching rules on our Help-Center.