Wrong email shown in Adobe Sign

Question

We have an Employee who works in HR (Judy) who has been trying to get this issue resolved. Our Adobe Admin has had no luck in getting support to resolve this issue. When Judy sends a document to be signed through Adobe Sign, she gets a message that an email is also being sent to jennifer.chicas@emailadd.org. Jennifer is an old employee who no longer works here. Email should be going to Judy's email, and she is using a completely different computer/laptop.

I went as far as removing Adobe Acrobat Pro DC completely off her laptop (and reinstalled). Deleted Judy's profile from Windows, I reimaged her laptop, and finally had her log into a completely different laptop. Our Adobe Admin even went as far as Deleting, and recreating her account from Adobe Admin site. And the Jennifer.Chicas email still shows up.

Our Adobe Admin believes this is something on Adobe’s backend that’s the issue. But we cannot get a quick response since their support is in India and have to wait till next day to read a responce. When he deleted her account and recreated a whole new one, it Auto Populated her Business info.

We aren’t sure what to do at this point. Judy has hundreds of documents that need signatures. And as new staff are hired they will need to sign stuff.

Any insite to this would be appreciated.

This image is an example of a test we did. Where is should be Judy's email, it shows Jennifer's.

SimonATS · Answer

Well this is indeed a curious case from what i can see. One thing is for sure, you won't fix it be re-installing Acrobat.

I assume Judy is using Adobe sign via Acrobat's 'request Signature?'

if so, ask her to login directly into Adobe Sign (so not via Acrobat) using the url below

https://secure.na2.adobesign.com/public/login

This will bring up an Adobe Sign login page, enter the email address and tab to the password field

The page shoul redirect to a general Adobe login screen. if prompted to select between adobe ID and and Enteprise, Judy should opt for Entperise and login using SSO.

If the login is succesful, Judy can try and send an agreement from the send page instead and let us know which email address that comes from.

If it still comes from Jennifer's email, then your Adobe admin should reach out to either support or your Adobe CSM for assitance, as there may well be an issue with Judy's Sign user (not her Adobe user, there is a difference).

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