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maryc42161324
Participant
April 25, 2018
Answered

name assoicated with an email address incorrect

  • April 25, 2018
  • 3 replies
  • 10885 views

when I add an email address to send a document for signing, the name that comes up with the email is not correct how do I update this

This topic has been closed for replies.
Correct answer AkanchhaS8194121

Hi Maryc,

If I understand your query correctly, when you are sending a document for signature and entering the recipient email address then its showing the incorrect name of the recipient?

If this is the case, then there are two possibilities that you need to get checked-

1st- Recipient might have created an Adobe Sign account which has this incorrect name and that got saved automatically in our database.

In this case he needs to contact to our Adobe Sign team via email support (email shared in private message) and our team will archive the incorrect account and help him registering the new one.

2nd- If recipient has only Adobe account (no Adobe Sign account) then it can be corrected easily. Recipient just has to sign in in Adobe account and correct the name from "Manage Account" section.

Refer to the steps here- Manage your Adobe ID account

Hope this helps.

Regards,

Akanchha

3 replies

jandyh13735714
jandyh13735714
Participant
September 17, 2020

Thank you Akanchha,

The client doesn't have an Adobe account.  She says she has never set anything up with Adobe.  How can this be resolved?  Can you send her a link if I give you her email address so she can respond?   Can you send me instructions for how to get her name corrected?  It sounds like the error is in your database, so if it's in your database, how can we update it?   Kindly advise

J
Jandy5CF1
Participant
September 25, 2020

Hello,

Will someone please answer my question?  The client wants to cancel this service if her name continues to be sent incorrectly.  Please, I asked for help a week ago.  I need someone to please answer my question. 

 

Client says she has never set anything up with Adobe.  How can this be resolved?  Can you send her a link if I give you her email address so she can respond?   Can you send me instructions for how to get her name corrected?  It sounds like the error is in your database, so if it's in your database, how can we update it?   Kindly advise

    AkanchhaS8194121
    AkanchhaS8194121
    Legend
    September 30, 2020

    Hey!

     

    sorry I missed your further question. Send her details via private message. Clients email, correct name, incorrect name (as appear on profile)

     

     

    ~Akanchha

    jandyh13735714
    jandyh13735714
    Participant
    September 17, 2020

    Hello,

    I have this same problem.  We followed the instructions and sent a test signature document to the client.  The client signed using her correct name & the document came back with a correct name in the signature box.  However, when I sent another test, the name attached to her email is still incorrect under Recepients in adobe sign.  I cannot send a signature request for a legal document to an incorrect name.  Where & how do I correct this?      

      AkanchhaS8194121
      AkanchhaS8194121
      Legend
      September 17, 2020

      Hi Jandyh,

       

      The situation here is quite different than the actual post. I believe you are referring to both the test emails sent to the same Client, was it?

      A signed document came back with an correct signature and name, because that's what user has put in. However, when the document is send for signature and name appears incorrect, is something a mismatch with the user's profile details.

       

      Exactly as explained above in 2 scenario. So you need to check with the user, to further check and correct his/her Adobe account details.

       

      Thanks,

      Akanchha

       

      V
      velmar58001822
      Participant
      January 15, 2023

      I am having the same issue.  I am requesting an esignature from someone- the email is correct, but the name is not.  They do not have an Adobe account, I do.  I am requesting the signature.  This needs to be corrected, but HOW?

      AkanchhaS8194121
      AkanchhaS8194121Correct answer
      Legend
      April 30, 2018

      Hi Maryc,

      If I understand your query correctly, when you are sending a document for signature and entering the recipient email address then its showing the incorrect name of the recipient?

      If this is the case, then there are two possibilities that you need to get checked-

      1st- Recipient might have created an Adobe Sign account which has this incorrect name and that got saved automatically in our database.

      In this case he needs to contact to our Adobe Sign team via email support (email shared in private message) and our team will archive the incorrect account and help him registering the new one.

      2nd- If recipient has only Adobe account (no Adobe Sign account) then it can be corrected easily. Recipient just has to sign in in Adobe account and correct the name from "Manage Account" section.

      Refer to the steps here- Manage your Adobe ID account

      Hope this helps.

      Regards,

      Akanchha

      F
      Federico37877041zexk
      Participant
      June 6, 2024

      Hello, I have the same problem can you share with me a contact I can send details to please? Thank you

       

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