New Save & Email Authentication Methods
The client’s phone number or SMS will now be used as the authentication method, we will no longer use a knowledge based authentication method.
The client’s phone number will now be a mandatory field within the application and a phone number consent page will be presented as part of the application process.
New Save & Email Authentication Reset Option
If any required signers on an application fail the eSign (SMS or Phone) authentication step, the Agent may check the eSign status by navigating to the ‘Applications Awaiting eSignature’ and viewing the Status Column within the Agent Portal.
The Agent may click on ‘View Details’ and a second screen will pop-up to identify the failed signer(s). The Agent may then enter the correct phone number and click the ‘Reset Phone Number’ button. The (SMS or Phone) authentication will be reset for the signer(s) thus allowing them to re-attempt the eSign authentication step.
If required signer(s) are unable to eSign because the application is incorrect or voided, the Agent may correct the application and a new eSignature email link will be sent to all signer(s).
New eSign Transaction Failure Process
If for some reason the eSignature transaction fails and no option to eSign is presented to the customer, the Agent may click on the ‘Failed’ status under ‘Applications Awaiting eSignature’ and retry the eSign transaction.
If after retrying, the eSign continues to fail, the Agent will then need to call the Agency Support Team and follow the current procedure for eSignature technical help issues.
