Frequently Asked Questions

If you are having issues, refer to this list for instant answers to commonly asked questions.

 

 

 

 

How Can I Search For A Specific Word?

Ctrl + F (Windows) or Cmd + F (Mac) is the keyboard command to open a search bar or ‘Find’ window when using a web browser.

New Notary / Subscription Questions

Is a subscription required to perform notarizations on the platform?

Yes, to have access to our platform you must have a subscription. 

Do all subscriptions include the same access/features?

Yes, no matter which one you pick – you obtain the same access. You just save money if you commit to a longer timeframe with our platform. 

How do I cancel or pause my subscription?

Click here to access your subscription management area. 

I'm Back! How do I return and subscribe to the platform again?

Click here to access your subscription management area.

My account is in canceled status, how do I request reactivation?

Welcome Back! Click here to request your profile be reviewed and approved again. 

Do you supply an Independently Validated Digital Certificate with the Subscription?

No, if you are required to have this (and not all states are) then you will need to purchase this. The vendors links are on www.cyberizeitnotary.com. 

My State Law does not allow me to charge $25, how can this platform work for me?

If your state does not meet the standard fees which our platform charges, that is OK! If you want to bill the client directly you can pay the per transaction fee and collect your money directly from the client.
OR you can bill through our platform. If you do this option the client is entering into an agreement with Cyberize It, LLC and we will charge the client the fees which they have agreed to.

In this situation (for a one stamp document) The client will pay $36.99 and the Notary will receive $25.00.

Any suggestions on how to promote and advertise a RON business?

Yes, look at it like you are selling general (or specialty) notary work. Tell everyone that you can provide this service no matter their physical location. Also stop thinking about zip codes, as with this you can expand your boarders!

Does Cyberize It Provide Clients?

Cyberize It is a hybrid platform which means it is possible for you to obtain work from us; however, we do not promise or guarantee that you will. You should have your own client base to ensure a good return on your investment.

Can I onboard as an Independent Notary to this platform?

Yes, as long as you are commissioned in a state which we are currently onboarding in. 

Do you have any tutorial videos demonstrating the process?

Yes, the full onboarding training has videos and handbooks which you can download. You can see a demo at www.cyberizeitnotary.com

Is your software compliant with <name of state> State Notary Law?

Our software meets the legal requirements for all states in which we are onboarding for. You can see this list at www.cyberizeitnotary.com

Which States can perform Biometrics instead of KBA Questions?

NJ, LA, FL, MT, VA, UT, MO, WY and Guam are the only states which permit this at this time.

What happens if I want to cancel or put my account on hold?

Simply go to your subscription management area and cancel your account. We will remove your access at the end of your paid subscription. When you are ready to return, simply re-subscribe and send us an email to turn your account back on.

Do I (or my client) need to download Zoom?

It is best if you have the app installed; however, it can be opened into the internet browswer.

Do I need to pay for software outside of the platform?

No, you are not required to purchase subscriptions to any other software to facilitate a notarization with us.

What are the costs and payouts for the RON platform?

You will need to purchase a subscription. The per transaction costs vary based upon many factors. Obtain a quote for your transaction at www.cyberizeitnotary.com.

Am I required to have my RON commission prior to purchasing the product?

No, you can purchase and train while you wait for this. You just will not have access to Notarize documents until you are validated.

How long will it take to get up and running?

Once you have purchased your subscription you have instant access to the training. The training is self-paced and not required (however highly recommended for best results). So, you could be completed with it in a day, two at most.
Once you have created your official notary profile (done during the training process) then it will take our staff about 3 to 5 days to validate you. There are a few states which we must wait for them before we can activate your profile, so in those it may take longer.

Do you have an affiliate program?

Yes we do, you can access this at www.notary.cool

Can international clients notarize on this platform?

Yes – BUT – there are limits if you need to validate through KBA questions.  However, if you are a biometric enabled notary you will have no issues with this. 

Does the client need to have a Social Security Number?

No, we do not require the client to have a SSN. 

Does the client need to have a laptop/desktop to do this?

No, the client can do it all from a smartphone. No other equipment is required for them to process their notarization. 

Can I notarize from an iPad or Streaming Laptop?

No, you need a full laptop/computer to perform the notarization as a Notary on our platform. 

Do all of the parties need to be in the same physical location?

No, we support multiple locations for each signer. They do not need to be physically together to sign the documents. 

If my parties are physically together, do they need separate zoom streams going?

No, if they are physically together they can share the same live audio-visual session. This prevents feedback on the audio part of the session! 

The Client doesn't read English very well, how can they get through this process?

Our site can be translated by the internet browswer settings so that your client can read all aspects (including KBA) in their native language. If your client is blind, the broswer setting to read the page will work as well. 

Does your system allow me to enter my own reason for why I am not requiring the signer to go through ID Proofing?

Yes, we offer you the ability to select override and then enter your own custom reason. This will help ensure that your journal is 100% compliant!

State Specific Questions

Do I need to purchase a digital certificate?

CyberizeIt supplies a digital certificate for every session; however, it is not considered “Independenlty owned”. If you are in a state that requires an Independently owned certficate (click here to find out) then you will have to purchase one. 

Can I notarize a specific type of document online?

You can access the state specific document restrictions by clicking here.

How do I request an E-Stamp?

You can create your E-Stamp by clicking here.

Authentication Certificate - proof it was notarized online

Within your state laws you should have a special notary certificate which validates that a printed copy of the document which was notarized online was done by you. Consult your state laws for this information.

Platform Specific Questions

How can I access my training and onboarding account?

Please click the link to access your training/onboarding login page.

Error User Not Found when Logging into the Notary Profile Area

During onboarding you are requried to setup a Notary Profile.

If you have not done so; then you need to click here to create this.

Until you create it; you will not be able to login and perform notarizations on our platform. 

 

Client OR Notary Forgot to Add Witnesses to the transaction

There is no way to add someone in after the process has started. Cancel the notarization and restart it; ensuring that the witness aspect is correctly entered the 2nd time. 

How do I send ID Proofing Upload link to my client if they never received the automatic email?

  • Refresh your screen so that you can see the notarization is now “in-progress”
  • Click Open
  • You will see “ID Proofing” button on the line next to each signer.
  • Click the button – this automatically copies the link and will NOT open the link!
  • Immediately open an email (or text) and click “Control & V”, “Command & V”, or Right click and select Paste.
  • Send the link to the client directly.

Notary Accepted the Notarization, opens multiple Zooms, can’t move forward!

The file is damaged

Cancel this notarization

Open the file in Adobe Acrobat

Click Print and Print the file to PDF

Save this new file

Start a New notarization with the Newly Saved File.

**If this does not work, contact Cyberize It Support ASAP 614-741-5515

Can I change my notary email address?

No, once your Official Notary Profile is created; the email address cannot be changed. Use an email which you will be able to access forever. We do not recommend using employer based emails for this profile. 

Where do I upload my Digital Certificate and/or Electronic Stamp?

At Cyberize It, we are unique! We never ask you to upload these into our platform. They remain in your sole control. 

Save the stamp to a location that is easily accessed during the signing. 

Confirm you have setup your digital certificate “wet” signature correctly.

Always use a computer/laptop that you have these items installed on for the sessions. 

I'm approved - Can I start taking jobs from the job board now?

Yes, once approved you have full access to the platform and all of the features. If you see a job on the board; you are welcome to claim it.

I'm sharing my screen but the client can't sign it.

Once you are ready for the client to sign; hit send in the bottom right corner of the screen on the platform.

The client will recieve an email with a link to Review and Sign the document. Once completed; an email will go to the 2nd signer in the session and continue until you recieve an email to finish signing.

How do I show the document to the client in the zoom session?

While in the Zoom Session; click on the green “Share Screen” button.

Select the segment you want to share; and click share.

Don’t worry – this document sharing is not recorded in the session video. 

How do I know the client has signed the document?

Option 1

The client can share their screen and you can see them affix their signature.

Option 2

You can hit “view agreement” and keep refreshing  the screen (go back/view agreement) until they have affixed their signature. You will be able to see their signature on the page once they have done so. 

How do I see the ID Image that the client used in ID Proofing?

On the platform; in the top menu bar; you will see “Check Client ID” with a View More link. Click the View More and selections will appear for you to see the front & back of each signers ID. 

Once you complete the notarization these images are no longer available to you. 

Where is my Affiliate Link (to share to other notaries)

Click here to access your link.

Where do I find the link to send to clients to create their own profile?

Login to your Notary profile at www.cyberizeitlogin.com

Click on your name

Click on My Profile

You will see the link at Client Referral Link line within your profile.

It says I need to download Adobe Acrobat, but I already have it on my pc!

Return to your email, right click the Review & Sign Button. Open it in a Private or Incognito window. 

Client Name, or Email Errors when entering as a Signer

Check the signers first, middle or last name for a starting or ending (trailing) space. It is very common that you hit the space bar when typing a name. Simply click (or have your client) click all of the fields and remove the extra spaces.

Also, you cannot enter any symbol (-) in the name field. If your client has two last names – then you need to select just one to use in this session. 

You may see this error with the email address as well.

 

Prior to contacting support for any client stated issues, you should send your client a video link (a free zoom link) and review the problem which they are reporting. If you still do not find a solution, take an image or video of the error and contact Cyberize It Support for a resolution.

 

 

Digital Signature - Do I download to Sign? Identrust is not in the Drop-Down List of Vendors!

If you are in a state which requires a digital certificate. You must select either Cloud or Download and Sign with Adobe.
If you have an:
Intesi Group Certificate – Select Cloud
Identrust Certificate – Select Download
Using a Self-Signed Certificate – Select Download

It only allows me to enter one (1) single tag for my Notary Signature (Digital Signature Tag)

This is a setting within Adobe Acrobat Signs security features. You cannot apply more than one Digital Signature tag per person in a session.

To resolve this:
• Tag a single Digital Signature spot for yourself
• Leave all other Notary Signature spots blank
• Complete the session
• After you affix your Digital Certificate within Adobe
• Click on Tools
• Click on Certificates
• Click on Digitally Sign
• Draw a rectangle
• Affix your Signature
• Repeat until all lines have been signed.
NOTE: This only works for Identrust or Self-Signed Digital Certificates.

 

If you use an Intesi Group Cloud Certificate you must enter your email the equivalent number of times that you need to apply your Digital Certificate Signature within the session.

 

 

You are already signed into Adobe with a different account

You have two options:

Option 1 – If you see the Sign Out button, click it. Then return to your email and click on the Review and Sign Link again.

Option 2 – Return to your email, right click and open the link in an Incognito or Private window.

ID Proofing Issues & Errors

Exceeded Limit

When the session is starting, and your client gets the ID Proofing link. Remind them they can ONLY open it a total of three (3) times.

This error appears when they click the link so many times, that it opens more than three times. This can be caused by a slow internet connection.

The Best Way to Validate Their ID Is:
1. Open the ID Proofing page on a computer
2. Complete the KBA Quiz on the Computer (if applicable)
3. The ID Proofing page should return once the quiz is passed
4. Scroll down to the ID Upload section
5. Hit the button for ID Upload
6. Open the new email on their Smart Phone, leaving this ID Proofing page open on the computer.
7. Upload the images of their ID from their Smart Phone (not iPad).
8. Upon successful upload, review (without refreshing/reloading) the ID Proofing page. The button for ID Upload should now be RED in color.
9. If the Button is BLUE or YELLOW, then the images upload was not satisfactory, and it must be done again. Repeat Steps 5 to 8 until the button turns RED.

Here is how to correct this error:
This is only legal if they passed or did not need to perform KBA.
1. Select Add Signer
2. Enter the Clients Details again
3. The client will get a new ID Proofing Link
4. The client will start from the beginning of the ID Proofing process.
5. Review the Best Practices with the client Prior to adding them a 2nd time.

Upon successful verification of their ID override the first entry with the reason “Client opened the link too many times, a new verification link was sent, and they successfully passed verification.”

 

 

KBA - Not Eligible for Questions

This can happen for a few reasons:
1. The client has never lived in the USA.
2. The client has not lived or had bills in their name enough to create the answers to the questions.
3. The client has recently moved, and the address needs to be changed to the previous address.
4. The client has recently changed their name (wedding/divorce) and you need to use their Maiden name.
There is no fix if we cannot get questions. Our system has a preset list of possible questions for each signer. When it checks the Public Records within the USA it looks for these specific answers to the pre-set questions.
The system has to be able to find answers for at least 10 questions, otherwise it will not work.
If your signer does not have KBA Questions:
Non-Biometric Notary
1. If you are able to use a Credible Witness (Varies by State, so refer to your state law) Ask the client for information on a friend who will validate and become their human ID.
Select Add Signer, enter the Credible Witness’es information. The Credible Witness will validate through KBA & ID Upload. Once passed, override the first verification by the main Signer with a reason “Oath of Credible witness “john/jane doe””.
2. Transfer to job board, this will transfer it to the board for a Biometric Enabled Notary. Use this if your client does not want to wait 24 hours, and they do not want to (or you cannot) use a Credible Witness for this transaction.
Biometric Notary
These include notaries from FL, NJ, VA, MT, WY, LA, UT, MO & Guam
If your client does not have enough data for the KBA Quiz, you do not need to do ANYTHING! Your client will automatically be given a link to upload their ID and perform Biometric Verification. This will meet your state law requirements for ID verification.

KBA - Failed - Must get 4 out of 5 on one of the two quizzes!

When performing their KBA Quiz, clients must answer 80% of the questions correctly on one of two attempts within a time limit of 2 minutes.

Sounds like it should be easy enough; however, if they have a bad internet connection it can delay the timeframe and cause the two-minute timer to run out!

Or your client may not remember their car from 20+ years ago… or had 5 Toyota Camrys over the last 3 years – so which one is it really asking about when it says, “What year is your Toyota Camry?”

Should your client fail their questions here are the options:

Non-Biometric Notary
1. Wait 24 hours, and then add them as a signer again. They can attempt the quiz 2 times within 24 hours. Simply waiting until the same time tomorrow and selecting “Add Signer” to add them into the session again will send them a new link to verify again.
If they pass on this new attempt, you will need to override the first attempt and enter a reason: “Client failed first attempt, waited the required 24 hours. Client passed on new verification.” Or something to this effect as it will appear in your Journal.
2. If you are able to use a Credible Witness (Varies by State, so refer to your state law) Ask the client for information on a friend who will validate and become their human ID.
Select Add Signer, enter the Credible Witness’es information. The Credible Witness will validate through KBA & ID Upload. Once passed, override the first verification by the main Signer with a reason “Oath of Credible witness “john/jane doe””.
3. Transfer to job board, this will transfer it to the board for a Biometric Enabled Notary. Use this if your client does not want to wait 24 hours, and they do not want to (or you cannot) use a Credible Witness for this transaction.
Biometric Notary
These include notaries from FL, NJ, VA, MT, WY, LA, UT, MO & Guam
If your client does not pass the KBA Quiz, you do not need to do ANYTHING! Your client will automatically be given a link to upload their ID and perform Biometric Verification. This will meet your state law requirements for ID verification.

Biometrics - MUST USE A SMART PHONE!

Always remember the Biometric Verification can never be performed on a computer or iPad. It must always be completed on a Smart Phone.

Biometrics - Client has Approved but no % in their Score

This can mean a few different things:
1. They did not use a Smart Phone to perform ID Verification.
2. They used an iPhone and opened the link in Desktop mode which invalidated the use of a Smart Phone (computer coding)
3. They used an ID that has a holograph over the face, which prevented the verification of biometrics
If you encounter this, here is what you should communicate to your client:
• Ensure they are using a Smart Phone, not an ipad.
• Ensure they are not placing it into a desktop mode/view when performing verification.
• Ensure that they are being asked for a selfie image prior to upload
• Ask if there is something on their facial image of the ID which may impact the ability for the computer to compare their face.
• Request that they use a Driver’s License or Passport instead of a local ID. (IE: Country ID Card)

 

NOTE: There is no need to send them a new link or add them as a signer UNLESS they have exceeded their limits. Have them return to the open ID Proofing page and click the BLUE or YELLOW ID Button to obtain a new link to try again.

 

 

ID Credential Analysis - Document Verified or Template Identified (OCR Completed)

This means the document they uploaded was sucessfully verified by our systems. 

ID Credential Analysis - Document Not Verified or ID Not Readable (notreadable)

This means the document they uploaded was NOT able to be verified. This could mean:

1. The images were not clear enough or had too much glare.

2. The ID has expired

Confirm with the client the issues with the first (or second) upload.

1. Ask the client to return to their OPEN ID Proofing page

2. The button should be Blue or Yellow in Color, have them hit it again for a new ID Upload Link.

3. If they closed this page, have them open the ID Proofing page again.
If they have to open the page again, and if they had to perform KBA they will have to answer the questions again before uploading their ID.

4. Scroll down to the ID Upload section
5. Hit the button for ID Upload
6. Open the new email on their Smart Phone, leaving this ID Proofing page open on the computer.
7. Upload the images of their ID from their Smart Phone (not iPad).
8. Upon successful upload, review (without refreshing/reloading) the ID Proofing page. The button for ID Upload should now be RED in color.
9. If the Button is BLUE or YELLOW, then the images upload was not satisfactory, and it must be done again. Repeat Steps 5 to 8 until the button turns RED.

Emails Are Not Being Received!

Sometimes email providers (such as Yahoo) will do something called throttling. This means they temporarily limit the number of emails our system sends as they think we are spamming their clients.

If your client is not receiving the emails, add them as a signer again using a different email address. Gmail works the best.

Override the first entry adding the reason for the new entry.

How long will the ID Proofing link work?

Links are sent 15 minutes prior to the session’s scheduled start time, or immediately when Notarize It is selected.

The Links are valid for 3 hours from the time they are created. Clients must validate their ID within these 3 hours.

When would we use Credible Witness?

If your State allows for use of Credible Witness via RON (check your state laws) then you would offer this as an ID Solution when:

  1. The Client Fails KBA
  2. The Client is not Elgible for KBA
  3. The Client has an Expired ID
  4. The Client is under the age of 18

How does it work with a Credible Witness?

If your State allows for use of Credible Witness via RON (check your state laws) then this would be the process:

  1. Enter the Client as a Signer in the Session
  2. Override their requirement for ID Proofing
  3. Enter a reason “Oath of Credible Witness *Name of Witness*”
  4. Enter the Credible Witness as a Signer in the Session
  5. The Credible Witness will validate through the ID Proofing Process.
  6. Once the Credible Witness has passed ID Verfiication
  7. If they do not need to sign any document, delete their email from the signing order aspect.
  8. Bring all parties into the video session
  9. Confirm the identity of the Credible Witness
  10. Place the Credible Witness Under Oath
  11. Have them State that they know the Client, How they know them & how long they have known them. 
  12. Now you can notarize for the Client. Move forward with the session as normal. 

What happens when a Signer Fails KBA and I transfer to the Job Board

The request for a biometric notary will be avaiable only for Notaries who legally can perform this verification. 

They will claim the job from the board. 

It will automatically start in about 10 minutes. 

If the Notary paid for the session, the Notary will be able to view the Journal throughout the entire process, and have access to the completed journal – including the document, audit report and video.

If the Client is paying for the session, they have full access to their journal. 

The client is having issues with the image of their ID, can I just override and look at it online?

NO

Each signer, who is not personally known to you, must go through the legal ID Proofing requirements. Do not override for any reason other than your legally permitted situations. 

As they try to take the photo, it is blurry

Have them reboot their phone, clean their lense, and open the link again. This should correct the problem. 

Tagging Issues - Adobe Back Office Support

How do I find my Cyberize It Login to Adobe?

Login to your Notary profile at www.cyberizeitlogin.com

Click on your name

Click on My Profile

You will see the login information within the first two lines of your profile.

Please note the “@cyberizeitnotary.com” should never be used as an email address ONLY as the login to connect to your notary profile. 

Tagged Incorrectly - Unable to Sign or Tag Assigned to the Wrong Signer - Not Signed Yet

This ONLY works if: Signer 1 has not signed the document.

The Notary should click View Agreement

(if this fails to log go to the Adobe Backoffice/manage and open the agreement in progress)

On the right-side menu bar, select “Modify”

Add/Replace files if needed

Click Next

Now you can re-tag the document

Click Update

Signer 1 will just use the same link from the previous email to sign, no new email will be sent.

Tagged Incorrectly - Someone has Already Signed the Document

The notary can do one of two things:

  1. Start the signatures over in the back office
    1. This creates a brand new audit trail
    2. The Notary will need to email the document(s) to the client at the end as it will NOT upload into the platform.
  2. Just sign as the Notary and replace the file on the platform
    1. This is a bit harder to do (more steps)
    2. This will keep the same audit trail
    3. This will upload the file to the platform so the client can download the correct document.

Option 2 –

The email for the Notary Signature on the WRONG document should be saved for the end.

The notary will download the uncompleted document

The notary will upload into the Adobe Back office

Send for Signatures, to only the notary

Tag correctly

Send and complete this file.

Once completed, the Notary, will download this correctly signed document.

Return to the Email requesting the Notary to review and sign the INCORRECT document.

The notary should open this link (in private window)

The Notary should see a drop down on the top left corner of the screen which says “options”

Select “Print, Sign and Upload”

Move through the prompts until the incorrect file is downloaded.

The Notary will see “Upload File”

The Notary should click the Upload File Button and select the CORRECTLY SIGNED document

This will complete the signing and the correctly signed document will be on the Client’s dashboard.

Client signed and now wants to change their signature - adding a middle name or correcting a spelling error.

  1. Start the signatures over in the back office
    1. This creates a brand new audit trail
    2. The Notary will need to email the document(s) to the client at the end as it will NOT upload into the platform.

 

Signatures are vertical and not horizontal!

The Why: The file is formatted as landscape.

Open the file in Adobe Acrobat

Make sure the pages are all showing as Portrait, if not correct this in organize pages.

Click Print and Print the file to PDF

Within these settings Select:

<Fit>

<PDF by Page Size>

<Portrait>

Save this new file

Re-send this file through the Backoffice area.

Error when attempting to download the file to affix my digital certificate signature

Make sure you have created a FREE personal adobe cloud account using the email address which the link was sent to. 

Once created; click on the link again and you should now be able to download the file and continue. 

How do I setup my Digital Certificate Signature?

Click here to see the lessons on creating your “Wet Signature” for your certficate. 

I can't see my Template!

Confirm your template properties were saved as “Both”; typically, you will find that the default setting of “Reusable Document” was set during the creation of your Template.

1. Login to your Adobe Account with your @cyberizeitnotary login
2. Click on Manage
3. Click on Templates
4. Select & Edit the Template in Question
5. On the Top Right, Expand Template Properties
6. Ensure that “Both” is selected
7. Save your template
8. Return to the platform
9. Refresh the screen
10. Now your template should appear in the drop-down menu and can be affixed to your document.