The short answer: KBA Failure Alerts send a real-time email notification to the transaction sender if a signer fails 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 do not make API alerts available. Customers who use the API can subscribe to a separate KBA failure webhook in addition to or instead of the email alert.
1. How it works
When a signer fails KBA, alerts are sent in real time via email to the transaction sender, title contact, and closer contact.
- 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. Select the link in the message to view the transaction.
2. Review KBA issues
Users with access to transactions can view a list of transactions with KBA issues by following the steps below.
- Select Transactions from the left menu.
- Select KBA issues from the Transactions page menu.
- Select the desired transaction to open it.
Follow these reschedule instructions to change the date window if needed. See also Transaction actions overview for other available actions.
When the 24-hour lockout window passes, the alert is automatically cleared from the transaction and the list updates. This list shows current KBA failures only — no history is kept.
Summary Checklist
- Watch for a real-time email alert or pop-up if a signer fails KBA twice.
- Go to Transactions → KBA issues to view affected transactions.
- Reschedule the closing or recall and resend the transaction as needed.
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