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richardk30969393
richardk30969393
Participant
September 22, 2021
Question

Reviewer cannot Decline in Adobe Sign

  • September 22, 2021
  • 7 replies
  • 2199 views

I use Adobe Sign to send PDF documents to reviewers for signoff prior to release. Recently, the reviewers cannot decline a document. In the past, the reviewer navigated to the Option menu, chose Decline, entered the reason, and then clicked the Decline button. Currently, when a reviewer clicks the Decline button nothing happens, Decline box slightly enlarges, but nothing else happens, plus the Cancel button stays grayed-out. Any help is appreciated.

 

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    7 replies

    R
    Ricardo5ED1
    Participant
    December 30, 2022

    We are having same issue here, how can we fix that suport was not able to fix it.  

    R
    Reco_BCG001
    Participant
    November 18, 2025

    Was this ever addressed or resolved for you?

     

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    November 19, 2025

    Hello @Reco_BCG001

     

    I hope you are doing well, and thanks for reaching out.

     

    Could you please share more details about the issue? What is the error message you/reviewer are getting? The error message appears if the decline functionality is disabled for that account or group. The UI shows the button, but it’s not functional because the setting is turned off. Alternatively, the reviewer’s recipient role may not allow for a decline. If they’re set as a “Certified Recipient” (or similar role where decline is disabled), they won’t be able to decline. 

     

    See these articles for more information: https://adobe.ly/4phMsir

    https://adobe.ly/3K7bimd

     

    We're here to help, just need more info.

    Thanks,

    Anand Sri.

    sameer_puri
    Adobe Employee
    sameer_puri
    Adobe Employee
    October 11, 2021

    Hello All,

     

    Just as an update, we are targetting 19th October (After hours) to deploy the fix for this issue. We will keep you posted if the schedule changes for some reason.

     

    Thanks

    Sameer Puri

    B
    BarryB839
    Participant
    October 22, 2021

    Thanks Sameer, all working now for me and my customers

     

    Regards

     

    Barry

    R
    Ricardo5ED1
    Participant
    December 30, 2022

    We are facing the same issue here in our Office? could you please help ? 

    U
    Urooj_
    Inspiring
    September 25, 2021

    As stated by Sameer_puri, it works by using keyboard, enter reason, press tab two times and hit enter. It works! but not through clicking.

     

    Thanks @sameer_puri 

    sameer_puri
    Adobe Employee
    sameer_puri
    Adobe Employee
    September 22, 2021

    Hello All,

     

    We are trying our best to fix the issue and deploy the fix ASAP. Meanwhile, to unblock everyone, there is a workaround you can try. The issue only happens when you click on the Decline button. You can use Keyboard to navigate and Decline, that should work for you. So basically do the following, step wise:

     

    Enter a reason, hit tab key for focus on Cancel button, hit tab key again to focus on Decline button. Once focused on a button, hit Enter key to execute a click.

     

    Hope that helps!

    Sameer Puri

      D
      defaultcr1lfk9mk1jz
      Participant
      September 23, 2021

      Thank you we are having the same issue.  Would appreciate a notice once it is fixed if possible.  In the meantime we will try your workaround.

      sameer_puri
      Adobe Employee
      sameer_puri
      Adobe Employee
      September 22, 2021

      Hello,

       

      We have identified a potential issue and working to fix this as our top most priority. I will keep this thread posted once I have a timeline on when the fix is expected to be deployed.

       

      Sorry for the inconvenience caused.

       

      Thanks

      Sameer Puri

        K
        kenbabin
        Participant
        September 22, 2021

        We are also having this exact issue.  kbabin@delmarsystems.com

        richardk30969393
        richardk30969393Author
        Participant
        September 22, 2021

        Hello, I actually heard back from Adobe Support and they verified the issue and are working on it. No timeline for a fix, but they did say it was a priority. I will try to remember to let you know when the issue is resolved.

        sameer_puri
        Adobe Employee
        sameer_puri
        Adobe Employee
        September 22, 2021

        Hi,

         

        Do you continue to see this issue? We fixed a similar issue in the signing workflow yesterday. If you can still reproduce this issue, please DM me your adobe sign account email along with the agreement name that you are trying to sign, so that we can take a look.

         

        Thanks

        Sameer Puri

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