Problems accessing account to sign in

My organization has sent me an Adobe Sign document to sign. When I try to, I get an error message stating that my Adobe Sign user is deactivated. I reset the password but still cannot sign the document. I contacted my administration, but they say there is nothing they can do and that I have never been in their system by name. They have an account, so I don't want to pay for a new one just to sign a few documents each year.

Any information on how to reactivate or start fresh would be appreciated.