Adobe Sign - Could not send - you are not authorized to send documents for signature

[RajivPS]

Dear Community,

I am getting the following error message when submitting documents using Adobe Sign:

Could not send - you are not authorized to send documents for signature.

Please contact your account administrator

I am an Administrator on the Adobe License Portal and our organization currently has an enterprise license for all our users using Adobe Acrobat Pro DC. Now we have introduced Adobe Sign to the organization and started assigning access to users wanting to use Adobe Sign. All users are receiving the below message when trying to send documents for signatures.

Please assist in resolving the above problem, thanks.

 

[LinSims]

Let me move this to the Adobe Sign forum for you, which is the appropriate forum for your question.

The Using the Community forum is for help in using the Adobe Support Community forums, not for help with specific programs. Product questions should be posted in the associated product community.

[Meenakshi Negi]

Hi Rajiv!

Thank you for reaching out and sorry for the trouble.

I have checked your account and see that you have an Enterprise plan for ETLA. Would like to inform you that Adobe Sign individual has been removed from the Acrobat Pro DC in ETLA offers. 

As you have mentioned that you have introduced Adobe Sign to the organization, it seems that you are referring to the Adobe Sign Enterprise plan. In that case, assign Adobe Sign Enterprise to your end-users in Adobe Admin Console. This will restore access to Adobe Sign and Request signatures (Others), leverage the Adobe Sign Enterprise entitlement. For more information please refer to the information provided on the following page: https://its.unc.edu/wp-content/uploads/sites/337/2020/06/FAQ-RemoveSignIndividual-6.4.2020-External..... 

Also, ask the users to sign in to the online Adobe Sign account first using the following link: https://secure.echosign.com/public/login. Use your Adobe ID and password to sign in. 

Then relaunch the Acrobat Pro DC and check if they can send the document for signature without any issues.

If the issue persists, I would suggest getting in touch with the support team via the Admin console. Please refer to the steps provided in the following link: https://helpx.adobe.com/enterprise/using/support-and-expert-services.html. They will be able to check the backend setting and will help you with the required changes.

Let us know if you are referring to something else or have any questions.

Thanks,

Meenakshi

[KTizz]

I talked with an Adobe rep once and they said to try this process. It ended up working for me:

 Sign out of the application
 Try in different browser
 Clear cache and cookies> Select all time before clearing the cookies
 Sign in https://secure.echosign.com/public/login