Error: a person has 2 users in AD and was integrated into adobesign, it was on the list of pending users, 1 of the accesses was active, but with the wrong email and the other access was integrated and remained inactive.

Hi ​@Leone.apsen 

Thank you for reaching out.

Based on your description, it appears that one user in your organization has two separate Active Directory accounts, and both identities were synced or integrated into Adobe Sign. As a result, Adobe Sign is showing inconsistent user states. One account became active, but it is associated with the wrong email address, while the second account with the correct identity appears as pending or inactive.

To resolve this, the identity must first be corrected in Active Directory. Adobe Sign cannot merge users automatically, so it is important to ensure that only one AD user object remains for the individual and that the correct email address is used consistently. Please confirm the user’s primary email, verify the User Principal Name (UPN), and determine which account should remain.

Next, clean up the user records in Adobe Sign. From the Adobe Admin Console or Acrobat Sign Admin, locate the active user associated with the incorrect email address and deactivate or remove that user. Also ensure that the correct email address is not already tied to another Adobe profile.

After Active Directory has been cleaned up and the incorrect Adobe Sign user has been removed, re-run the AD or Azure sync process. Once the sync completes, the correct AD user should move from pending to active status.

You can refer to the following HelpX articles for additional guidance:
https://helpx.adobe.com/enterprise/using/adobe-sign-for-enterprise.html
https://helpx.adobe.com/sign/admin/users-with-errors.html

I hope this helps resolve the issue. Please try these steps and let me know how it goes.

Regards,
^AN