Guaranteed Rate Integration Support Guide

Audience: Internal

The short answer: DocuTech (DT) is the integration layer that Guaranteed Rate transactions come through. Use this guide for the most common customer questions, troubleshooting, and known system constraints before escalating to the Support Escalations team.

1. FAQ — Most Common Issues

Customer can't pass Knowledge-Based Authentication (KBA) +

DT customers often assume Proof can be used for any transaction that can't be wet-signed, including international signers with no SSN. A signer with no SSN cannot pass KBA under DT's current settings. Customers can see the Identity tab in the UI, but not the underlying ID report.

Give the customer the same guidance provided to general customers:

  • Confirm the signer's name matches exactly across documents.
  • If the signer has no credit background or history, they will not be able to pass KBA.
  • The signer needs a valid U.S. address on file.
  • Signer needs an ITIN or SSN.
  • In some cases, a signer simply will not pass KBA — this is expected behavior, not a bug.
  • Check whether a spouse or partner is attempting to sign in place of the correct signer (often shows as the same email address reused). Escalate to the TCSM to discuss enabling "lock recipient name" — this is now on by default for all new deployments.
"I can't add someone to the account" +

Follow standard guidance — merging accounts is acceptable. Note that SSO will block moving or adding anyone whose email uses a First American domain (DocuTech employees only) — escalate to the Support Escalations team.

"I need something signed in a specific state or by a specific title agent" +

Not supported. This is not how the DocuTech/Proof integration or the customer's LOS workflow is designed to work.

Name, address, or other loan data is incorrect +

The loan needs to be redrawn at the source. Do not update loan data directly through the Proof UI — this can break the LOS write-back integration.

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DT customers would never clone a transaction. DT resends a transaction once it expires and deletes the previous one — this includes Defend transactions.

2. Known System Constraints & Limitations

Issue
Cause & Resolution
Missing signature tags
Documents can arrive without required signature tags because the integration uses "optional tags." If a notary completes the meeting without a signer interacting with those fields, they lock as blank but the transaction still marks complete. Common with lender-uploaded documents not generated by DocuTech. Resolution: execute a notary correction when possible; if not possible, refund the transaction and advise the customer to resend from their LOS.
eNote / rendering failures
Data or format errors (e.g. "bad schema for base64 PDF") can prevent an eNote from rendering. Authentication/API failures (e.g. "invalid_grant") can occur from an incorrect assertion token. Resolution: escalate to the TCSM team in #ask-tcsm.
File size cap
DocuTech enforces a 100MB cap on the total size of a document package.
Duplicate tracking IDs
DocuTech has occasionally broken pushback by sending duplicate tracking_id values. Resolution: end user will need to access documents from the Proof UI.
Unsupported workflows
Manual assignment of in-state notaries via the On-Demand panel, and overriding eEligibility logic for specific counties, are currently unsupported due to integration limitations.
Expiration logic
Fixed expiration windows can't be adjusted per transaction or state, since doing so could compromise compliance calculations. DT can't block customers from changing this in the UI and generally advises against it — changing it can affect quoted loan terms (interest rates, etc.), which is why it's never supposed to happen.
Resending a transaction
DocuTech deletes the original Proof transaction on resend.

3. Quick Reference Links

Summary Checklist

  • Checked the FAQ for a matching customer question before responding.
  • Confirmed the issue against the Known System Constraints table, including its listed resolution.
  • Did not update loan data or edit transaction details directly in the Proof UI.
  • For KBA issues, confirmed the signer has a valid U.S. address and an ITIN or SSN on file.
  • Escalated to the TCSM team in #ask-tcsm for eNote/rendering or authentication failures.
  • Used the Quick Reference Links for anything not covered in this guide.
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Still unsure? Post in #ask-tcsm or reach out to the TCSM team directly before escalating to DocuTech.

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