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Adobe sign sent document does not open and open Acrobat instead

New Here ,
Aug 11, 2023 Aug 11, 2023

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Hi, so hoping someone can help as Adobe chat just hang up on me or calling Adobe they say someone will call you back and dont.

 

Issue facing 

User had Adobe Acrobat Pro licenses associated with the work email addresses. we have removed their Adobe Acrobat Pro licenses as no longer require them and users have been removed from Adobe Admin console so they dont exisit.

 

the users are still sent Adobe Sign forms by clients to sign. however when they are sent a file Adobe sign doesnt open and Adobe Acrobat just opens instead with no actions for the form they need to sign.

 

from my understanding you dont need any Adobe license to just sign a Adobe Sign document sent to me and it shows they have Personal accounts

 

they also cant even sign into Adobe Sign and just takes to adobe Acrobat page

 

The users dont exisit on the admin console and we have never had any Adobe sign products, so the users have only ever been receivers of Adobe sign forms and can no not open them to sign

 

if anyone knows where the issue lies and hows to resolve your help would be appriciated thanks 

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Adobe Sign forms

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Adobe Employee ,
Aug 13, 2023 Aug 13, 2023

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Hi CHRIS31618957y1zi,

 

Thank you for reaching out.

 

As the user is part of an Acrobat Pro license as a part of the work, we will need to check their account status.

Would you mind sharing the email address of these users with us in private messages? You may initiate a private message using the envelope icon at the top right corner of this community page.

 

Thanks,

Meenakshi

 

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New Here ,
Aug 14, 2023 Aug 14, 2023

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thanks Meenakshi, will message you privatley with the users 

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