When a customer attempts to authenticate with the Signicat signature service, Signicat compares whether the customer's personal identification number matches the information sent from Linear. The most common reason for a signature failure is that the customer's personal identification number is incorrectly recorded in Linear's CRM.
In case of problems, we recommend checking the following:
- Is the customer's personal identification number (HETU) correctly entered in the CRM? If necessary, you can ask the customer for their personal identification number again.
- If there are multiple customers for the property, make sure the personal identification numbers (HETUs) are not incorrectly assigned among the signatories.
- Has the customer been assigned the wrong email address, resulting in them receiving the incorrect signature link, especially if there are multiple signatories?
- If you have copied the signature link and sent it to the customer, for example, from your own email, make sure you have copied the correct signatory's signature link.
- Is the signatory not attempting to authenticate incorrectly, for example, with a company's bank credentials or through their spouse's signature link?
- Is there a maintenance break with the bank the customer is using, which currently prevents authentication?