Adobe Sign account issue

[MrPeacock30309]

I have should have Adobe Sign as part of my Creative Cloud membership (one-year, prepaid) subscription.  However, when I sign in to Adobe Sign, there is a notice that appears stating that "Free accounts are limited to 5 transactions per month" and suggests that I upgrade.  Why do I keep getting this message?

[Screenshots removed by the moderator]

[Meenakshi Negi]

Hi Michaelp,

We checked the email address that you are using to login to the Adobe Sign account.

You get this error message because you used to have an Adobe Sign account with the same email address before you purchase the Creative Cloud subscription.

So, when you try to sign in, it opens the old account.

In your account, we checked that you used to have an Adobe Acrobat DC subscription, which is now canceled.

With Adobe Acrobat DC, you get the Adobe Sign individual account.

When you canceled the service, it converted to the free account.

You get the Adobe Sign individual account with the Creative Cloud subscription too.

However, there is already an account exist with that email address.

So, whenever you sign-in, it opens the already existing account.

In this case, you will need to contact support to get this account re-activated.

We will be sharing the contact details in the private message.

Please check your inbox and refer the steps mentioned there.

For the subscribed account, find below the steps to contact support:

• Login to your Adobe Sign account directly via https://secure.echosign.com/public/login
• Once logged in, check the upper right corner of the page and click the question mark icon.
• It will re-direct you to the page where you get the option to create the support case or to start a chat with the team.
• If you've never logged in this way, use the forgot password option on the login link to set your password.

Let us know if you have any questions or need any help.

Regards,

Meenakshi

[MrPeacock30309]

With all due respect Meena, there is no way to simply open a support ticket or get any direct answers.  I took the time to post my question in the ONLY forum Adobe has made available, so I expect YOU to contact whoever you need to contact to get the problem fixed.

Michael

[Meenakshi Negi · Accepted solution]

Hi Michael,

The steps to contact support provided in reply 1 are for the subscribed accounts.

As your account currently is a free account, you will not get the option there.

I sent you a private message with the contact details the same day.

It seems that you have not received the message.

I will be sending the message again, please check your inbox.

There you will find the contact details for the support.

Refer the steps mentioned there.

Let us know if you have any questions.

Regards,

Meenakshi