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Tolin29144863vtbf
Participant
June 3, 2025
Answered

Can't sign documents sent with Adobe Sign because I don't have a paid Adobe Sign account

  • June 3, 2025
  • 1 reply
  • 420 views

This issue seems to be solved in another discussion for someone else, but there is no option for me to get help aside from signing in with another account and posting here. Why do you have to pay to get access to actual customer support and there is no phone number to call for help? Here's the solved discussion: Solved: Can't sign documents sent with Adobe Sign because ... - Adobe Community - 11851675

My account (thessell@msd.utah.gov) used to be a paid account, but then it was canceled. I need that account to be switched to a free one by Adobe Sign per the above discussion.

Correct answer S_S

Hi @Tolin29144863vtbf,

 

We checked the account details, and the account has been disabled completely. We could not find any records of your account in our database.

 

What we suggest here would be reaching out to your IT team and asking them to decommission and re-commission your account.

This should activate your account and make it usable.


Regards,
Souvik.

1 reply

creative explorer
Community Expert
creative explorerCommunity Expert
Community Expert
June 4, 2025

@Tolin29144863vtbf essentally someone was very generous, and you want the same as well? Given that it's a Utah government email, your organization may have a specific Adobe license manager or IT support channel that can directly contact Adobe on your behalf to resolve the account status and access issues, as they likely manage institutional licenses. Check with them. If you can't, it's highly unlikely they will activate an account based on that it was cancelled and you want to get a free account

m
Meenakshi Negi
Community Manager
Meenakshi NegiCommunity Manager
Community Manager
June 4, 2025

Hi Tolin29144863vtbf,

 

Thank you for reaching out, and sorry about the trouble caused.

 

We have checked your account using the email address you shared. There is no account registered for Acrobat Sign under that email address. 

Could you please let us know what happens when you try to sign the document? Do you get any error message?

More information would help us to understand the issue here.

 

Thanks,

Meenakshi

T
Tolin29144863vtbfAuthor
Participant
June 4, 2025

Hi Meenakshi, thanks for your reply. Did you check my account or the account that I noted in my submission? It's the thessell@msd.utah.gov account I'm inquiring about - I couldn't post here with that account for questions since I can't sign in. When I try to, it says 'Your Company or School Account has been deactivated. Please review our Terms of Use and contact Adobe Customer Support if you believe this is an error'. 

My IT dept said they assigned a free license for this account on their end, but the issue hasn't been resolved. In the previous discussion that I linked in my original message, it said Adobe Sign support had to do the change on their end. 

Thanks

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