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Earnix LTD
Earnix LTD
Participant
November 2, 2021
Question

Sign Request tool issue - Authentication Failed

  • November 2, 2021
  • 1 reply
  • 5231 views

Hi

since the split up of Perosnal\Business ID one of our users has issue when trying to send signature request.

When the user is signed in as Business ID account (Earnix LTD) it seems that he is licensed but when using the Request Signature tool he gets "Authentication Failed":

 

On the other hand, when he's signed in as Personal account he's able to send signature request but there is a billing issue in the app (that we need to resolve by Nov 14th 2021):

 

When working through the Web UI there is no issue to use with the Business account and requesting signatues.

The use account is: [P.I Removed by moderator]

Our Admin account is: [P.I Removed by moderator]

 

Actiones we tried:

  1. Uninstalling Adobe Creative and Adobe Pro and then Re-installing
  2.  Removing the license through the admin console and re-assign

 

issue still remains.

 

plz advise.

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
November 2, 2021

Hi there

 

Hope you are doing well and sorry to hear. As described, you are getting the Sign Request tool issue - Authentication Failed error. 

 

Please check out the correct answer marked in the similar discussion https://community.adobe.com/t5/adobe-sign-discussions/sending-document-out-for-signing-authentication-failed-message-after-clicking-specify-where-to-sign/m-p/12344324#M16978 and see if that works for you.

 

Regards

Amal

Earnix LTD
Earnix LTDAuthor
Participant
November 4, 2021

Issue wasn't resolved after deleting the account and recreating it under the admin console.

the way we did resolved it was by:

1- deleting the account in admin console

2- login to the personal account chnage its email address

3- create the account in admin console and grant it license

4- the user got an email and asked to complete the registration and sign in

5- issue resolved

 

now we have new issue, all agreements are saved in the "personal" account, how can we move\copy them all at once to the business account?

Amal.
Community Manager
Amal.Community Manager
Community Manager
November 8, 2021

Hi there

 

We are glad to hear that the issue got fixed. As described you want to move the agrements from personal to business account, please go through the help page https://helpx.adobe.com/sign/using/change-email-address.html  and see if that works for you.

 

Regards

Amal

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