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Wheeler's Bookkeeping
Participant
June 29, 2026
Answered

Change email address shown on email requesting e-signature. The email address is not the primary email address. I have removed the secondary email address but it is still the email address that the signed form is returned to.

  • June 29, 2026
  • 2 replies
  • 31 views

I am trying to set up ADOBE sign to email documents for e-sign.  I completed some test emails and the reply email address is showing as the secondary email address.  I removed the secondary email address and it still shows when the document is sent.  How do I change this so that the primary email address is noted on the email received, which then allows the signed document to be emailed back to the primary email address rather than the previous secondary email address?  Thank  you.

    Correct answer Meenakshi0101

    Hi Wheeler's Bookkeeping,


    Thank you for reaching out.


    As mentioned, the documents are received at a secondary email address. Could you please share the primary and secondary email addresses in a private message? You can initiate a private message by clicking on my profile icon and the send message button.

    This generally happens when the primary address used was already registered for another Acrobat Sign account. So changing the Adobe ID is not reflected in the Acrobat Sign account.

    Once we have the email address, we can check and confirm the same.


    Let us know if you need any help.


    Thanks,

    Meenakshi




    2 replies

    W
    Wheeler's BookkeepingAuthor
    Participant
    July 22, 2026

    I reached out by private message multiple times but received no response. I have checked against and the incorrect email is still showing. Are you able to help or direct me to where I can get further help?

    Meenakshi0101
    Community Manager
    Meenakshi0101Community Manager
    Community Manager
    July 23, 2026

    Hi Wheeler's Bookkeeping,


    We apologize for the delay in our response.


    After reviewing both email addresses, we can confirm that there is already an Acrobat Sign account associated with the original email address. This is why the primary email address did not update for Acrobat Sign when you tried to change it.

    To proceed, you'll need to release the email address from the old account before you can use it for the current one. Alternatively, you can reach out to our backend team for assistance in updating the email address on both accounts.


    Could you please provide your contact details and preferred time for a call in a private message? We will pass this information on to our team so they can arrange a callback to help you make the necessary changes.


    If you have any questions, please let us know.


    Thanks,

    Meenakshi

    Meenakshi0101
    Community Manager
    Meenakshi0101Community ManagerCorrect answer
    Community Manager
    June 29, 2026

    Hi Wheeler's Bookkeeping,


    Thank you for reaching out.


    As mentioned, the documents are received at a secondary email address. Could you please share the primary and secondary email addresses in a private message? You can initiate a private message by clicking on my profile icon and the send message button.

    This generally happens when the primary address used was already registered for another Acrobat Sign account. So changing the Adobe ID is not reflected in the Acrobat Sign account.

    Once we have the email address, we can check and confirm the same.


    Let us know if you need any help.


    Thanks,

    Meenakshi




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