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Marvelous_motivationb579
Participant
September 3, 2026
Answered

Why do only some recipients get my Adobe Sign signature requests?

  • September 3, 2026
  • 1 reply
  • 36 views

I am sending documents for signature using AdobeSign and I have some clients that are saying they have not received them at all...I am showing them in my pending as sent... why are they not seeing them in their email?

I am using AdobeSign and sending documents.  Some of my clients are saying they are never receiving them while others are - why is this and how can i stop it from happening?

    Correct answer Anand Sri Bhattacharya

    Hello @Marvelous_motivationb579,


    I hope you are doing well, and thanks for reaching out. Sorry for the trouble you had.


    Could you please share more details about the issue?

    1. Is the sender using Acrobat Sign directly, or sending agreements through Acrobat’s Request e-signatures workflow?

    2. Is this happening with recipients at specific email domains/organizations, or across unrelated email providers?

    3. For an affected agreement, does Acrobat Sign show the recipient event as only Sent, or does the Activity/Audit Report show any delivery-related status or error?


    Please note that the Acrobat Sign emails are not sent from your email address; they come from adobesign@https://adobe.ly/4xapEoi


    Open the specific agreement in Manage Agreements and look at its Activity / History. It will show, for each recipient, whether the email was sent, bounced, or errored. A bounce or error means a wrong or rejected address; fix that address. "Sent but not viewed" means it was delivered to them but is sitting in spam/quarantine on their side.


    1. Ask the affected clients to check their Spam/Junk and Quarantine folders, and to search for "adobesign.com." Have them mark it not-spam and add adobesign@adobesign.com to their contacts/safe senders.

    2. For clients on company email (the common case), their IT should allow-list Adobe's sending domains and IP ranges (adobesign.com and https://adobe.ly/4ygU5dg) in their spam filter or Microsoft 365 admin. Domain details here. Once done, delivery to that company becomes reliable.

    3. In the meantime, resend without rebuilding: open the agreement in Manage Agreements and click Remind (or Resend) to fire a fresh notification.

    4. Give stuck clients a no-email route: if they sign in to a free Adobe account with the same email at https://adobe.ly/4ybkwkO, the agreement appears under "Waiting for you", and they can sign there directly.


    Please refer to these articles and try the suggestions:

    https://adobe.ly/4xqBKtP

    https://adobe.ly/465CpFK


    I hope this helps, and please reach out if you experience any issues or need any assistance.


    Regards,

    Anand Sri.

    1 reply

    Anand Sri Bhattacharya
    Community Manager
    Anand Sri BhattacharyaCommunity ManagerCorrect answer
    Community Manager
    September 3, 2026

    Hello @Marvelous_motivationb579,


    I hope you are doing well, and thanks for reaching out. Sorry for the trouble you had.


    Could you please share more details about the issue?

    1. Is the sender using Acrobat Sign directly, or sending agreements through Acrobat’s Request e-signatures workflow?

    2. Is this happening with recipients at specific email domains/organizations, or across unrelated email providers?

    3. For an affected agreement, does Acrobat Sign show the recipient event as only Sent, or does the Activity/Audit Report show any delivery-related status or error?


    Please note that the Acrobat Sign emails are not sent from your email address; they come from adobesign@https://adobe.ly/4xapEoi


    Open the specific agreement in Manage Agreements and look at its Activity / History. It will show, for each recipient, whether the email was sent, bounced, or errored. A bounce or error means a wrong or rejected address; fix that address. "Sent but not viewed" means it was delivered to them but is sitting in spam/quarantine on their side.


    1. Ask the affected clients to check their Spam/Junk and Quarantine folders, and to search for "adobesign.com." Have them mark it not-spam and add adobesign@adobesign.com to their contacts/safe senders.

    2. For clients on company email (the common case), their IT should allow-list Adobe's sending domains and IP ranges (adobesign.com and https://adobe.ly/4ygU5dg) in their spam filter or Microsoft 365 admin. Domain details here. Once done, delivery to that company becomes reliable.

    3. In the meantime, resend without rebuilding: open the agreement in Manage Agreements and click Remind (or Resend) to fire a fresh notification.

    4. Give stuck clients a no-email route: if they sign in to a free Adobe account with the same email at https://adobe.ly/4ybkwkO, the agreement appears under "Waiting for you", and they can sign there directly.


    Please refer to these articles and try the suggestions:

    https://adobe.ly/4xqBKtP

    https://adobe.ly/465CpFK


    I hope this helps, and please reach out if you experience any issues or need any assistance.


    Regards,

    Anand Sri.

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