Adobe sign email for signature not received by the recipients

[CSeiler2012]

UI in Adobe Reader DC says the document has been sent for signature, but no documents are ever received.  We've tried multiple addresses at various domains.  We are also not receiving confirmations at the sender's email address, which we were up until yesterday.   It's as if the outgoing mail server just isn't processing stuff.

The Adobe status page at status.adobe.com shows nothing down at Adobe Sign or Document Cloud.

[Meenakshi Negi]

Hi CSeiler,

I see that you are using the Adobe Sign free service via the Adobe Acrobat Reader DC.

You have mentioned that in Reader DC it shows the document sent for Signature, but the receiver has not received it.

Please make sure that you add the email address of the receiver correctly.

Just to inform you, there are only 2 transactions available for Adobe Sign in the rolling window of 30 days. That means if you send a document today via Adobe Sign from Reader DC,  the transaction will get renew after 30 days from today.

Please check when did you send the document for signature last time from Reader DC.

Let us know if you have any questions.

Regards,

Meenakshi

[CSeiler2012]

That is incorrect.  We are using the paid service for teams.

Also, it appears to be working for one user but not the other.  We are investigating that.  Plus, it has been working well until today.

[CSeiler2012]

The other user was incorrect. It is clear from the list of documents in the queue that they are not being sent by Adobe.  Almost all say that the email bounced back, even those that have clearly correct email addresses.  It is as if something just broke on the outbound Adobe email servers, and they are going nowhere.

[Meenakshi Negi]

Could you please share the exact workflow you do to send the document for signature?

It would be helpful for us to understand the issue if you can share some screenshot.

Where exactly you are checking the bouncing emails? Did you try once to send documents to your working email address just to confirm?

Also, would you mind sharing the Adobe Sign email address of the user currently experiencing issues in a private message? it will help us to check the account details. To initiate a private message, please refer to the steps mentioned here How Do I Send Private Message

NOTE: Please do not share the email address or Adobe ID on forums or any other public site as it can be misused by others.

Regards,

Meenakshi

[CSeiler2012]

We are using two different workflows.  One is the open the document in Adobe Reader.  On the right hand side is a tool that says "Fill and Sign."   This option used to be called "Send for signature" I believe.   You then choose "Others" on the next screen.  Then specify the email to send to.  The pick the fields you want them to sign.  Then you send it.  Then it says "Sent for signature."  You get a confirmation in your email.  When the recipient signs, you get a confirmation in your email as well.

Alternatively, you can use the web interface.  Go to Adobe Documentcloud.  Click on Adobe Sign on the left. Click on Send in the menu at the top of the dashboard-looking screen.  Enter an email address.  Choose a file to upload either by drag and drop or by using "Add files" link.  Once file is uploaded, use checkbox to "add and preview fields."  Add your fields using the tool bar on the right.  Once done, click "Send" button.  Then it says "Sent for signature."  you get a confirmation in your email.

Both of these interfaces were not working when I opened this post.

The way you can see the bouncing emails was from the Adobe Sign dashboard, there is a box that says Recent Events.  You can see them there.  If it has scrolled off, you can click on the "more" link and see many bounced messages. 

Yes, we tried sending to multiple email addresses, including some at yahoo and gmail and none of them showed up.  A few clients did receive their emails, but most did not throughout the day.  Then it started working again.  It was obviously some sort of temporary problem at Adobe, but we were unable to get assistance via telephone and the status page never reflected an outage.

I will send you the emails of the users experiencing the problems, but at this point, my users have asked me to find an alternative as this is the second major issue we've had with it with no resolution and no acknowledgement.

[Yagiz5F9C]

Hi.I am sending documents to be signed to multiple people but the majority are saying that they are not getting the emails.They have checked their Spam and Trash folders but nothing in there either.What can I do to fix this issue?

[Meenakshi Negi]

Hi Yagiz,

Thank you for reaching out.

As you have mentioned above, the recipients are not receiving the email when you send the document for signature.

Please check the the status of the documents at your end. 

Could you please ask one of the recipient to check the Adobe Sign account (if they have an activate Adobe Sign account)  to see if the document is there under "Waiting for you" folder.

Did you make any recent changes after which the issue started occuring?

Thanks,

Meenakshi

[Ian28357929xue3]

I have the same issue but I am the recipient.

• It is not in junk
• I have added adobesign@adobesign.com to my contacts
• I have checked my adobe account under the "Waiting for you" folder (empty)
• The sender has triple checked they are sending to the right email
• I am using gmail

Any suggestions?  This is very frustrating for the recipient side as these documents are very important and time critical.

[ls_rbls]

Hi,

How many recipients did receive the document?

[Ian28357929xue3]

None, I am the only recipient. I have also ensured my Adobe account has all contact fields populated, first name/last name etc.

[Tez084]

Hello support,

I've tried to send forms to several people to sign however no one is receiving them. The email addresses are correct and shouldn't be an issue.

I then sent a reminder for each of these through adobesign.com and they only work if I send a reminder. 

I've also tried to send a request through the web address. 

I don't know if it is because I have a Xero Adobe Sign and Adobe Acrobat Pro DC but I wouldn't think this should be the issue.

Another issue I have is that if I try to access Adobe Sign via the web https://adobesign.com/ directly and not through Adobe Acrobat Pro DC - Sign - All Agreements - Open Adobe Sign, it won't let me log in. The following error comes up:

"Your account cannot be accessed from this computer. Please contact your support staff."

[Meenakshi Negi]

Hi Tez,

Thank you for reaching out.

As you have mentioned above, the recipients are not receiving the emails. This is something that needs to be checked.

We have checked that you are using the Adobe Sign enterprise account. Please reach out to the support team so they can check it at the backend settings. You may use the steps provided in the following link to contact the support team: https://helpx.adobe.com/sign/using/adobesign-support-resources.html. 

Let us know if you need any help.

Thanks,

Meenakshi

[Eric25235123xxao]

What was the solution to the email issue?

[Carrie5C39]

I sent an document to 3 people for signatures. It made it to the first two and then it seemed to stall somewhere. The document status says that it was sent to the 3rd person for a signature but I didn't get the email that said it was sent and he hasn't received the email yet. I checked the email address - it is correct. He checked his spam and it did not go there. Any ideas what else I should check?

[default6u38t23y7h50]

I possibly have the same problem. I sent signature requests to two staffers, and another Adobe sign admin sent a signature request to one more staffer. It seems that in-house recipients aren't receiving signature requests. Anyone from Adobe Sign support know? Thanks!

[Garry312810894q1h]

Hi. I subscribed to Acrobat Pro yesterday. I have sent a few documents to be e-signed but they are not being received by the recipient. Can you suggest why? Thanks.... Garry

[mariahweyne]

Can you show how you went about requesting the signature.  It should be like this. 

acrobat-pro-e-sign-video-ue.mp4 (adobe.com)

[Meenakshi Negi]

Hi Garry312810894q1h,

Thank you for reaching out.

Please ensure that the email address is added to the correct email address. Ask the recipient to check the Acrobat Sign account if the document appears under the "Waiting for Me folder".

If the user does not have an account, ask to check under the spam folder in the email account.

Also, check if the document shows under the Our for Signature folder on your account.

Do you experience the same behavior with other recipients?

Thanks,

Meenakshi