Adobe Send & Track service updates

Adobe Send & Track service updates

What is changing with the Send & Track service?

Starting July 11, 2018, Adobe Send & Track will no longer be available as a standalone subscription service.

Starting September 18, 2018, custom branding will no longer be available.

Basic functionality to send files will continue to be available as part of an Adobe Document Cloud free account. Full sharing functionality to send and track files—including personalized invitations, large documents, images, and audio and video files—will remain part of Adobe Acrobat PDF Pack, Adobe Acrobat Standard, and Adobe Acrobat Pro.

Note: 

Effective December 1^st, 2020, the tracking and notification feature will no longer be available for downloading shared files.

If I am an existing Send & Track customer, can I continue to use the service?

• Existing customers can continue to access send and tracking capabilities.

What happens if my Send & Track subscription expires or I cancel?

• If your Send & Track subscription ends, you will not be able to repurchase Send & Track as a standalone service. If you need send and track capabilities, you can purchase the Acrobat PDF Pack or an Acrobat subscription.

Can I get a refund or my money back?

• You can reach out to Adobe customer service and request a refund. Your original form of payment will be refunded at a prorated amount based on the time remaining on your subscription.

Can I access my files if I cancel my Send & Track subscription?

• If you are signed in to Document Cloud with your Adobe ID, you can still access and download your files. You will also still be able to send files, but file format options and file size will be limited since your account will now be a free Document Cloud account.

What file-sharing functionality is available with a free Document Cloud account?

• Free Document Cloud account users can create a link to share files with others and see how many recipients have viewed their shared files. 
• Getting started with your account.

What is Adobe Send & Track?

Send & Track is an Adobe Document Cloud service. Use Send & Track to send files as links, track the files that you send to specific individuals, and get confirmation receipts when others view your file. When you use Send & Track to send your files, you don't need to worry about email clients rejecting large files. And, you can use it to track what you've sent, rather than relying on overnight delivery tracking or your email system as a storage system.

How do I access Adobe Send & Track?

With a subscription to Acrobat PDF Pack or Acrobat Pro, you can access Adobe Send & Track from various places. Visit the pricing page for details.

• Use your browser - Sign in with your Adobe ID at https://cloud.acrobat.com/send
• Choose Send & Track while working in the free Adobe Acrobat Reader desktop software.
• Choose Send while working in the Adobe Acrobat Reader mobile app for iOS or Android.
• Download and install the Microsoft Outlook plug-in at no extra charge.

What are the system requirements for Send & Track?

• View the system requirements for information on supported configurations.

Does Send & Track work with mobile devices?

• Send & Track works with Adobe Document Cloud services, so whenever you sign in to your account using a web browser on your mobile device, you'll see Send & Track as one of your options. The mobile experience is optimized for tablets, so if you're sending from your phone, it's possible the whole page won't fit on your screen.
• In addition, the free Acrobat Reader mobile app for iOS and Android devices lets you send files to others quickly and easily, but you'll still need to use your browser to track files using the online dashboard.

Which languages are Send & Track available in?

• Send & Track is available in English, Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Brazilian Portuguese, Spanish, and Swedish.

Which Adobe offerings include Adobe Send & Track functionality?

To get the Adobe Send & Track feature, subscribe to any of the following offerings:

• Adobe Acrobat PDF Pack
• Adobe Acrobat Standard
• Adobe Acrobat Pro
• Adobe Creative Cloud All Apps, teams, or enterprise.

What support is available for Send & Track?

• Technical support is provided through online product Help, knowledgebase articles, and a moderated community. For more information, visit Help and Support. Paid Adobe Send & Track subscribers can also contact support by chat or phone.

Is Adobe Document Cloud secure?

• Yes. At Adobe, security practices are deeply ingrained into our internal culture, software development, and service operations processes. Whether related to identity management, data confidentiality, or document integrity, Adobe Document Cloud employs leading-edge security practices to protect your documents, data, and personal identifiable information to the highest degree possible. For additional information about our company security practices, the Adobe Secure Product Lifecycle, or Adobe Document Cloud solution security, see the Adobe Security pages on adobe.com.

How do I purchase Adobe Send & Track?

To get the Adobe Send & Track feature, subscribe to any of the following offerings:

• Adobe Acrobat PDF Pack
• Adobe Acrobat Standard
• Adobe Acrobat Pro
• Adobe Creative Cloud All Apps, teams, or enterprise

How do I sign in to Adobe Send & Track?

• Go to https://acrobat.adobe.com/link/home/, and enter your Adobe ID user name and password.

I forgot my password - how do I reset it?

• You can reset your password by clicking "Trouble signing in?" on the sign-in page for Adobe Send & Track. Watch your email account for a message with instructions.

I haven't received an email address validation

• During the email verification and password reset process, messages are sent to your email address. Sometimes spam/junk email folders trap these emails. Check those folders first. If you still don't have a message from Adobe, contact Adobe Technical Support.

What file formats does Adobe Send & Track support?

• Send & Track supports many file formats, including Adobe Creative Suite file formats, zip files, Microsoft Word, Excel, and PowerPoint files, as well as audio and video formats.

However, there are some file types that can't be shared with Send & Track.                       

Excluded file types are:

• Font formats (such as TTF, DFONT, OTF)
• Archive formats (TGZ, RAR, 7Z, SIT, JAR, WAR, CAB)
• System files and executable formats (EXE, DLL, JS, VB, BAT, CMD, COM, CPL, SH, CSH, TCSH, KSH, BASH, ZSH, INF, HTA, HLP, INS, ISP, VB, JSE, LNK, MS, PIF, SCR, SHS, WS)
• Web files (CHM, CRT)
• Database files (MDB)
• Raster image files (PCD, SCT)

What sources can I send files from?

• Send & Track lets you send files stored on your computer or files that you've already uploaded to Adobe Document Cloud. For more information about storing documents with Adobe Document Cloud, click here.

Do I have to share with someone specific, or can I share with many people at once?

You have two options when it comes to sharing files:

• You can send an email to a specific person or several people, which gives them access to that file.
• You can share an "Anonymous Link" that you can publish at will (you can also just email that link to a few people, if you prefer). An anonymous link doesn't provide personalized tracking or viewing information.

How can people access the files I send them?

• When you send someone a file, they receive an email notification that the file is available. When they click the link in the email, they are taken to a page where they can preview that file (in most cases*) and download it. They should be able to do this from a computer, a tablet, or a smartphone.

* Previewing works for certain file types, such as PDF, graphics, and Microsoft Office files, but not others, like video or Zip files.

Where do I see all the files I've sent?

When you're logged in to your account, you can easily find the files you've sent.

• If you're working in a web browser, click the Files tab, then "Sent Files."
• If you're working in Acrobat Reader or Acrobat, click the Home tab, then "Sent."

You can then click a transaction for more information and all that file's tracking data.

What kinds of information does Adobe Send & Track keep track of?

Send & Track shows you a few different kinds of information about a sent file:

• When the file was sent.
• To whom it was sent (showing the name that was sent a personalized invitation, or simply "anonymous" if you shared an anonymous link).
• How frequently each recipient previewed a file sent via a personalized invitation.
• When each recipient previewed it.

Note: 

• Effective December 1^st 2020, the tracking and notification feature will no longer apply to the download of shared files.

Can I check on who's viewed the file?

• When you send a personalized invitation to specific individuals, Send & Track tracks when those individuals preview the file. If you share an anonymous link, however, Send & Track doesn't track who previews or downloads the file. You will simply see a total number of previews.