Participant

Question

Email notifications being "bounced and could not be delivered"

Forum|Forum|9 months ago
April 28, 2025
11 replies
1789 views

Starting yesterday, all four invididuals with licenses under our company account have not been receiving email notifications that documents have been sent for signature or signed by those outside our company.

When checking document progress, it shows a document has been signed by someone outside our company, but the activity section shows "Email sent to [name] [email] bounced and could not be delivered." This is happening to everyone under our account. It should be noted we are not all under the same email domain address.

Any ideas why this is happening? Thank you.

Manage documents

T

Tom_Moulaert

Participant

Same problem here. Sent agreements are flagged undelivered.

Meenakshi Negi

Community Manager

Hi Tom_Moulaert,

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

Please let us know if you received the message for a particular recipient or all the recipients. Could you let me know if you checked with the recipients to see if they got the document? Also, please check the document under the Agreements > In progress folder.

Try the troubleshooting steps suggested in the following help document: https://adobe.ly/4jBcUjG. Check if that helps.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

D

defendersexternal_0810

Participating Frequently

We are also facing the same issue since 5:30am IST. Below is the error message. Is there some issue which the team at Adobe is aware of?

Expecting 'REJECTED,RECALLED' but was 'EMAIL_BOUNCED'

R

rory_8381

Participant

I am experiencing the same issue. Started late on May 13, 2025.

It appears to only affect me -- I am the document creator. It is being sent and received and signed by email recipient signers, and by those with cc. But notifications to me that a document was sent or signed are bouncing and not appearing in my email, spam filter, junk, or anywhere.

R. O'Bryan

S

Sally37238004ofbzAuthor

Participant

This issue appears to have been resolved. I have received email notifications over the past 12 hours.

S

Synergist5EB8

Participating Frequently

We're also experiencing the same issue with notifications showing as 'bounced and could not be delivered'. since 28th April. I reported this on an existing related thread yestreday and Meenakshi Negi initally replied, but once I answered their questions it's gone suspiciously quiet. Adobe - please can we have an update on this issue? If you can at least can confirm if you have replicated the issue and or acknowlege there is a problem, we can then stop wasting time looking for issues in Microsoft365 or whatever mail system the other affected users are using.

K

Keysie

Participant

Exactly the same issue for us too. I am the sender of the documents to external customers. They can all receive the emails and sign them. Our CEO who countersigns all agreements receives all of the notifications when it is his turn to sign and then the fully signed and completed document. However, even though I am the sender, I no longer get any of the emails and the 'bounced' message appears in the Activity tab within Acrobat.

K

Keysie

Participant

Update on 1st May - I've just received my first notification email about a document being signed. The activity section of Acrobat is normal for this particular document with no bounce notifications listed. We've changed nothing in the settings, so will be interesting to see if an Adobe issue is communicated.

D

defaultcn843j0fyve9

Participant

Same issue here as well affecting all users. Had long sessions yesterday and today with support with a promise to resolve - but to no avail.

S

sam_9401

Participant

Same issue. Adobe's suport function has provided no assistance having tried talking to multiple agents via the chat function.

A

Antoine_IT

Participant

We are finding clients of ours are reporting this now.
They send the document to be signed, a copy of that should go to the person that has sent this. That gets bounced.
When the client signs that should also send an email to the sender of the documnt to let them know, it also is bouncing.
Worked fine up untill the 28th of April, emails coming from

adobesign@adobesign.com

...looking into if it needs whitelisted