SAP Knowledge Base Article - Public

2693402 - E-Signature fails with Error: "The user name and/or the electronic signature you entered are not correct"


Error: "The user name and/or the electronic signature you entered are not correct." when using E-Signature.

esig error.jpg

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


SAP SuccessFactors Learning

Reproducing the Issue

  1. Log in via SuccessFactors HXM Suite >
  2. Go to Learning Administration >
  3. Go to Manage User Learning > Add Learning History tool > proceed through the steps until the very end >
  4. When E-Signature is requested, input the Admin ID and PIN combination >
  5. When saving the changes, the error happens


The best practice is for the following data to be the same:

  • BizX/HXM User ID
  • BizXHXM User Name
  • Learning User ID
  • Learning Admin ID

While this is best practice, it is still possible to have different IDs compared to Username. As long as E-Signature is being utilized while logged in via BizX/HXM, make sure users are using their BizX/HXM Username rather than ID. Users should be utilizing the appropriate PIN depending if the E-Signature is being done on the user or admin tool.

Reason: E-Signature verification in LMS invokes a BizX/HXM API to authenticate the admin credentials. The system will try to match BizX/HXM Username and the BizX user ID with the Learning Admin ID. If they are not the same, the "The user name and/or the electronic signature you entered are not correct" error message is presented.

Possible Option: Create a new user account in BizX/HXM that has the same user ID/Username as well as in Learning. The Merge Users tool can be used to make sure Learning data is transferred between accounts

IMPORTANT: It has been confirmed by Product Management that the Learning Admin ID needs to match the BizX/HXM User ID and Username. When using the same username / user ID / admin ID across SF, there should be no issue while using the E-signature feature.


e-signature, PIN, esignature, esig, e-sig, verify, learning, LMS, validation, incorrect, administrator, username, INC6663560 , KBA , LOD-SF-LMS-ESG , E-Signature , LOD-SF-LMS-ADM , System Admin, Global Variables, References , Problem


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