esignature authentication failures

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

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.

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

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.

Hi, I wish I could supply a solution. The feature is working about 50% of the time and at that rate, our firm will likely use another method of obtaining signatures for tax season. The problem with the e-signing revolves around the authentication process. 

It would partially help if the reason for the failure was identified.  At least we would then be able to discuss it more intelligently with our client.

I think we need to understand which field(s) are required to be matched to the mobile profile. Is that only for legal name, or more? If address also needs to match to the mobile profile, then it will be very difficult to pass the authentication, because majority company address is different from residential address used for mobile registration. We can definitely confirm with our clients for legal name and phone number, if those are the only field(s) for e-signature to validate. 

The required field are the phone number, complete address and name. if its a company, it will not work.

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. 

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.

Correct me if I am wrong.  The authentication process will validate DIRECTOR's first name, last name, residential address including postal code they used to set up their mobile phone.  For most of the T2 returns that we are filing for our clients, company address which is used on the return will not be the same as director's residential address, which will cause the issue. However, if our client uses their residential address as the registered company address they used at CRA, then the authentication will pass.  I believe the key issue here is the residential address. If we only work for our clients for their corporate tax return, why do we need to request their residential address? Should Profile consider to make changes to remove that field to resolve the issue? First name and last name should be sufficient.

It is getting very frustrated to receive so many errors by using this e-signature function.  Our clients are not happy, and it also takes more time for us to complete the filing process than paper signature. 

Purely a wrong decsion. Esign doesn't work just due to the functionality they have created where it verify the owner of the phone with their name & whatever. If the customer is able to get an OTP (One time Password) then why Authenciation need to be failed. Kindly make it simple. Funny thing, it worked for one my client yesterday but it is not working today!!!! I have used my own number to test by sending documents to someone else & it worked few times. Also, How does this esign is verifying if a spouse is signing since primary number is one!! Absolutely failure.

Intuit please refund the licence fee and make it free for intial years.