To ensure a smooth closing experience, we've compiled some of the most common troubleshooting tips and tricks to assist your borrower with their Remote Online Notary (RON) session and using the Blend Signing Room (BSR).
- Contact Information
- Supported Devices
- ID Verification Errors
- KBA Troubleshooting
- Signing
- AV Troubleshooting
- Early Arrival
- Additional Attendees
Contact Information
For urgent attention, please reach out to our Close Operations Team at support@blendclose.com or call (855) 266-4433 (For Blend Close-related inquiries only). Your borrower will also have access to their notary's contact information in their Blend portal or in their reminder email to attend their closing session.
Supported Devices
Supported devices for using the Blend portal can be found in our help article Supported browsers and devices.
Desktop and laptop computers, as well as smartphones (Android, Apple, etc.), are ideal for Blend Signing Room. Tablets are not a recommended device for BSR signings.
Google Chrome is the recommended browser for BSR signings however Safari is also supported.
Third-Party Cookies
To successfully utilize the capabilities within BSR, borrowers must allow third-party cookies in their mobile device browser (Chrome or Safari).
iOS
- If you have an existing session open in either Chrome or Safari, close out the session
- Access Settings
- Select your browser from the list (Chrome or Safari)
- Under Privacy & Security disable Block All Cookies and Prevent Cross-Site Tracking
- Open a new browser
Android
- Open Chrome
- Tap Menu in the upper right
- Tap Settings
- Tap Site Settings
- Tap Cookies
- Enable Cookies
- Disable Block Third Party Cookies
- Close the session and open a new browser
ID Verification Errors
Borrowers must have and use one acceptable form of an ID which includes: a driver’s license, state ID, or passport.
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Florida driver's licenses have poorly printed barcodes that are difficult to scan so borrowers with a Florida driver's license should be instructed to use a passport as their identification if they have one available.
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Arizona driver's licenses that were issued before June 16, 2014, may have difficulty passing the IDV so a passport should be used in place of a driver's license if available.
Ensure the borrower's name matches their ID exactly. If it does not match, make the necessary adjustments to the spelling in the available text fields.
Borrowers should focus their cameras on scanning the ID barcode (as shown below).
Note: Be sure to scan the lower barcode highlighted above. Do not scan the upper barcode.
Knowledge-Based Authentication (KBA) Troubleshooting
In the event a borrower fails Knowledge Based Authentication (KBA) two times, the borrower will be locked out for 24 hours. If this happens, the appointment will need to be canceled and rescheduled for another day/time at least 24 hours following the original appointment. If rescheduling is not preferable, the appointment can be changed to a wet sign appointment.
- If a borrower is not getting prompted for KBA questions, they will need to check that their address matches what their bank statements and credit card statements are mailed to and have on file as a billing address.
- If a borrower has moved recently and is not getting prompted for KBA questions, the borrower should try a previous address.
- If the borrower is unable to change their address, the borrower should refresh their browser.
Signing electronically
If using a mobile device (smartphone, tablets are not recommended) for the closing process, once prompted to begin signing, we recommend turning the device to landscape mode to get a more expanded view of the documents. Borrowers should also select the ‘Mobile Friendly’ view for signing for an enhanced experience optimized for mobile devices.
Audio and Video Troubleshooting
- If you experience audio or video issues during the signing, refresh your browser.
- If you experience audio or video issues during the signing, the notary may have to restart the process including authentication.
- If a participant can see and hear their notary but the notary cannot see or hear the participant, the participant will need to allow their camera and microphone for use.
Early Arrival
Borrowers can join as early as 15 minutes before their scheduled appointment. They will not be able to click to attend until that time.
Additional Attendees
If additional attendees such as an attorney, loan officer, or other persons who need to attend the signing room, the notary will be able to send an invite link that will give them access to attend the session.