KBA Failure Alerts provide real-time notification (email only, not text message) to the sender if the signer failed knowledge-based authentication (KBA) twice and is locked out of the transaction for 24 hours.
These alerts:
- Remove the guesswork of waiting on the signer.
- Provide the opportunity to make immediate adjustments to the closing schedule.
- Improve communication.
KBA failure alerts does not make API Alerts available (see below). Customers who use the API can subscribe to a separate KBA Failure webhook in addition to or instead of the email alert.
Who this is for
Title agents and lenders who have access to send and manage transactions can perform the procedure below.
What to expect
When a signer fails knowledge-based authentication, KBA Failure Alerts send the transaction sender, title contact, and closer contact a real-time notification via email.
- Title agents receive an email alert with a link to reschedule the closing.
- Lenders receive an email alert with the borrower's name.
- Both title agents and lenders can reschedule a real estate closing from their account.
You may also see a pop-up message in your account indicating a signer identity issue. Click the link in the message to view the transaction.
ℹ️ Rescheduling the transaction is only available if the signer fails KBA twice. If the closing needs to be rescheduled for any other reason, the transaction must be recalled or cancelled and sent again.
Review KBA issues
Users with access to transactions can see a list of transactions with KBA issues by following the instructions below.
- Click My closings from the menu on the left.
- Select KBA issues from the My closings page menu.
- Click the desired transaction to open it.
Follow these reschedule instructions to change the date window if desired. Also check out Transaction actions overview for other actions that may be available for this transaction.
When the 24-hour lockout window has passed for the signer, the alert is automatically cleared from transaction and this list updates. This is a list of current KBA failures only and does not keep a history.