Absolutely cannot change the sender name for Adobe Esign documents

[La Salette Academy]

Hello,

I am taking over the Adobe Acrobat account from a woman who is retiring.  The license on her desktop was deactivated and activated on my laptop.

I have changed the name on the Adobe account everywhere possible - manage account, profile name, Adobe screen name, account name - and still, when I send an Adobe E sign document for signatures, the name comes up as "Jane Smith via Adobe Acrobat" in the email subject line, then in the body of the message, it reads, "Jane Smith requests your signature on (document name)."

I have looked everywhere throughout the account, account management and settings for where her name might be and cannot find it at all. I've deleted, re-entered and saved my name on the profile and elsewhere several times. Nothing is working. I have Adobe Standard.  Please advise. Thanks!

[mariahweyne]

Did you change it in the Sign settings?

[La Salette Academy]

Hello,

Yes, I changed it everywhere I could. When I spoke to customer service, I found that I could not change the outgoing name from a personal name to a business name because the account that my employer had purchased was a personal account as it's a very small office with only one or two people needing Acrobat. So customer service did a workaround and now my employer's name shows as the sender. My employer is going to leave the name as-is permanently so we won't have this problem again in the future.  Good experience  with customer service.