Cyberize It, LLC FAQ's

Our support team is available 24/7 to assist you with any technical issues you may encounter during the notarization process.

Yes, you can cancel or reschedule your appointment through our platform’s scheduling feature.

Welcome back! To regain access to perform online notarizations please purchase an access level, then login to your notary profile and request that we review your profile again. We highly sugest that you review the onboarding as we are continuing to update the software and features may have changed while you were away. 

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 signer, one notary act document) The client will pay $28.00 and the Notary will receive $25.00.

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!

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. 

No, we do not require the client to have a SSN; however, in order to be elgible for the KBA ID Quiz they will need to have lived/worked and had bills from within the USA. A USA residential address is required to obtain KBA questions. 

Our site can be translated by the internet browser 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. 

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!

You will create your E-Stamp, for free, during your onboarding.

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

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, or put one as a middle name. 

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.

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

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
• Tag all other signatures for yourself with the Plain Signature tag
• After you affix your Digital Certificate (Identrust/Adobe or Intesi/Cloud)

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.

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 PURPLE 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 PURPLE.

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.
6. After your client has validated (correctly) and you have accepted the notarization – REMOVE the 2nd email from the adobe signing order (this is important because it can mess up your tagging if you don’t do this step!).

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.”

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 Notaries:

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.

For Biometric Enabled Notaries

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.

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 Notaries:
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.

For Biometric Enabled Notaries:

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.

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.

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.

Start the signatures over in the back office

1. 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.

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.

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.