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jblarneystone
jblarneystone
Participant
October 1, 2020
Question

Emails not received

  • October 1, 2020
  • 1 reply
  • 1451 views

My docs were sent out for e-signatures but only the first signor received the email.  The other two signors/recipients did not receive the email.  They even checked their spam folder.  With no option found to quickly resend the email, I had to cancel the agreement, set up another agreement, and send it a second time.  Same result.  I called the toll-free number, but that was a disaster.  She was nice but there was a long delay in our phone connection which was exasperating, and she has no solutions.  If this cannot be remedied, I don't see any reason for continuing my subsciption. 

This topic has been closed for replies.

1 reply

ls_rbls
Community Expert
ls_rblsCommunity Expert
Community Expert
October 2, 2020

You need to provide more information about your workflow in order to get better assistance.

 

For example, are you saying that you created a PDF with Adobe Acrobat Pro DC using the Adobe Sign tool (not Fill & Sign), and the recipients didn't get to see their signing blocks when they opened the PDF on their end?

 

Also, can you confirm if the users who are reporting this issue were using a web browser or a mobile device ? In which case would make more sense why they weren't able to see the signing blocks due to poor web browser PDf rendering in comparisson to using Adobe Reader DC.

 

Or, are you saying that they're using Adobe Reader or Acrobat Pro DC products on their end, but you sent the form using Fill & Sign?

 

In any case, if you still decide to cancel your subscription follow the steps in this Adobe Helpx guidance: 

 

https://helpx.adobe.com/manage-account/using/cancel-subscription.html

jblarneystone
jblarneystoneAuthor
Participant
October 2, 2020

Thanks for your respone.  My plan is called Adobe PDF Pack.  It comes with the following five services:  Export PDF, Request Signatures, Organize Pages, Combine Files, and Share.  I was using Request Signatures (not Fill & Sign).

As I stated previously, I tried this twice.  The first time, I started the process by clicking on the image above, entered my recipient's emails, selected my docs, added the signature and date fields, and clicked on send.

 

The second time, I selected my docs first, and from the right hand margin I clicked on the image below, entered my recipient's emails (in a different order this time), added the signature and date fields, and clicked send.

In both cases, it was only the recipient whose email I entered first, that received the email and could access the docs.  The second and third recipients had nothing to see because they did not receive the email.

 

One of the recipients was using a mobile device, the other two were on their computers.  The mobile user received the email, but only the second time, when I had his email entered first.

 

Everyone who didn't receive the email also checked their spam folders.  Everyone also checked both their computer and their mobile device.

jblarneystone
jblarneystoneAuthor
Participant
October 2, 2020

So I did a test Agreement to myself (using a second email I have) and using my wife's email as a second recipient.  Here is what I discovered.  When only two email recipients are involved the subsequent notification email from Adobe to the sender (me) looks "significantly" different. 

 

Below is the notification email I received from Adobe for my test Agreement sent to myself and my wife.  I have crossed out the emails for privacy.

This message clearly states that the second recipient will NOT receive the email until the first recipient completes the Agreement.  Compare this to the notification email I received from Adobe for the subject Agreement I sent to THREE recipients.

The message is significantly different this time.  As before, in the first bullet, it shows the email for the first recipient, but nothing about the additional recipient(s) having to wait for the first recipieint to complete the Agreement before they receive the email.  The only message here is that when all recipients complete the Agreeement, everyone will receive a signed copy by email.

 

When I received this notification for the subject Agreement, involving three recipients, nothing prompted me to think the first recipient had to act first before the others could participate.  Hence the problem.  

 

Perhaps the second notification email, where three or more recipients are involved, can be changed so the the same important message regarding the process can be conveyed.  Thanks!

 

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