Had two clean RONs this morning where signers passed ID scan but both failed KBA back-to-back; platform chat said their vendor pushed a stricter questionnaire update overnight and to expect higher failure rates, which meant I had to pivot to paper for a POA on my lunch break. It felt like when the grocery store swaps the card readers overnight and everyone stands there jabbing the chip slot - tiny change, big slowdown.
Same here — my 10am RON passed ID scan but failed KBA twice after that overnight questionnaire tweak. I now tell signers to have old addresses/loan dates handy (pull a free credit report the night before if they can); it’s cut my retries a bit. Ugh, had to pivot to paper on a POA last week too — what platform are you on?
Same here after the overnight tweak — my 11am passed ID but bombed KBA twice. What’s helped is having signers temporarily lift any credit freezes 30 minutes before we start, then retry, and it’s smoothed out my pass rate.
Had a refi this afternoon where the quiz kept cratering until the signer lifted their LexisNexis security freeze — felt like trying to unlock a door with yesterday’s key. Thawing the big three alone didn’t do it. I also have folks enter their name exactly as it’s on their credit file (middle initial/suffix) and turn off any VPN; if you want a prep link to send ahead: Security Freeze - LexisNexis Risk Solutions Consumer Disclosure.
But i had a mid‑morning POA where the quiz got weird after that “stricter questionnaire” note — felt your “pivot to paper on my lunch break” pain. What’s worked for me is asking support to reseed the quiz with the alternate bureau in chat, which has saved a few sessions this week; if the signer just moved or changed names, it can still be hit‑or‑miss.
I’ve saved a couple RONs by lining up a credible witness ahead of time when the signer mentions a recent move or name change — if KBA flops, we switch to CW verification in the same session (check your state/platform), @elri607.
Saw this too today — my quick fix has been asking the signer to “turn off VPN/private relay” and switch to home Wi‑Fi, then retry the KBA in a fresh browser session, which has salvaged two sessions this week. If they’re on a work laptop, I ask them to grab a personal device instead; if that still flops, I reschedule for later in the day rather than jump straight to paper.