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Question

Adobe Sign is not working. When I request e-signatures I get the error message "authentication failed" after inputting the recipient's email address.

Forum|Forum|11 hours ago
August 7, 2026
10 replies
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Adobe Sign is not working. When I request e-signatures, I get the error message “authentication failed” after inputting the recipient’s email address.

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Giddy_warmth1f94Author

Participating Frequently

I tried those steps except that I signed back in with my business email address because that’s the account I need to use e-signatures on. Still getting the error message. Do I need to delete the personal profile?

Amal Jaiswal

Community Manager

Hi @Giddy_warmth1f94

I can still see that your business account is unverified. If you have a Adobe Sign business/enterprise account provided by your IT admin at work, please reachout to them so that they can initiate the case through the admin console for better assistance.
~Amal

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Giddy_warmth1f94Author

Participating Frequently

OK. I am a sole practitioner lawyer. It’s just me here at work :) I do have a contracted IT service, do I need to contact them?

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Giddy_warmth1f94Author

Participating Frequently

Thank you. I tried those steps, except that I signed in with my business email address because that’s the account that I want to send e-signature requests from. I did download the Adobe Account Access app and can verify my business address that way. But I still get the error message.

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Giddy_warmth1f94Author

Participating Frequently

Thanks for that detailed response, but it’s actually my business profile that needs to use the e-sign function. Perhaps I need to change my subscription?

Amal Jaiswal

Community Manager

Hi @Giddy_warmth1f94 ,

Hope you are doing well, and thanks for reaching out. We are sorry for the trouble you are experiencing.

A couple of quick questions that'll help narrow this down:

Is the Adobe account you're signing in with a personal one, or one provided by your employer/organization?
And are you sending the request from the desktop Acrobat app, the web app, or both?

This exact error usually comes down to one of a few things as follows:

Wrong profile selected at sign-in. If your email is tied to both a personal and a business/work profile, Acrobat can grab the wrong one. Sign out and back in, manually selecting the correct profile (usually Business).
Sign out, reboot, sign back in. Fully sign out of Acrobat, restart your computer, then sign back in with the same Adobe ID you use here on the Community.
Try the web app instead of the desktop to see if it's isolated to one client: https://adobe.ly/3TIps1K. If it works there but not on the desktop (or vice versa), that tells us where to focus.
Double check your Acrobat Sign entitlement at https://adobe.ly/4hlTUbM, a mismatch between your account and your organization's Acrobat Sign license is a common trigger for this specific error.

Let us know what you find

~Amal

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Giddy_warmth1f94Author

Participating Frequently

Thank you for your response. In the first step below - wrong profile…, I don’t see the “select my profile automatically” under sign-in and security. I am logging in on the web. Am I missing something?

Amal Jaiswal

Community Manager

Hi @Giddy_warmth1f94 ,

Thanks for confirming that. We took a look on our end, and here's what's going on.

Your paid plan is a Personal Acrobat Pro Individual subscription, and that plan already includes the ability to request e-signatures, so once your sign-in points to the right profile, this should work as expected. The catch is that your email also has a business profile tied to it, and that one is still unverified. An unverified or pending business claim on your email can interfere with the sign-in process and cause exactly this kind of "authentication failed" error when requesting a signature, even though you're not actually trying to use that business profile.

Here's what to try:

Sign out completely from Acrobat/Acrobat Sign on the web, then clear your browser's cache and cookies for Adobe
Sign back in with your email and password. If a profile chooser appears, choose Personal, don't select the business/company option.
Try requesting the e-signature again from your Personal profile and see if that works.

~Amal

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