I get an error message saying “Individual Not Found”

There are a couple of reasons this could be happening. Here are some common reasons for this issue:

• A spelling error in the name
• The name doesn’t match legal documents
• A nickname was entered instead of a legal name
• A person got married or divorced but didn’t switch their name on existing accounts (car registration, credit loans, mortgages, credit cards, etc.)
• The name entered included the person’s middle name
• The name or social security number in the client database is incorrect

We use highly secure third-party vendors to authenticate signers’ identities. Unfortunately, we don’t have any control over the authentication process. Please contact the individual or company that sent you the documents to sign for assistance.