AdobeSign sending issue - 1st signatory not receiving agreement for signing; cannot send reminders

[KSInchcapeAU]

Hi there,

I am having a bizarre problem with sending out an agreement for signing using Adobe Sign. I usually send agreements to 2 x signatories, I then approve, and it goes the the next 2 x signatories. In this instances for some reason the 1st signatory has not received a request to sign. I can see in my "In progress" dashboard that MY NAME is listed in the "Recipients" section where usually the first recipients name that has to sign first usually is quoted. It makes it seem like there is something that I have to action before it will be sent to the signatories. I have tried "sending reminders" however the first signatories name does not come up in the "active parties" to receive a "right now" reminder....it says those reminders can only be sent to active or completed recipients but the only recipients that show up that I can send that reminder to are the people CC'd on the agreement. I am very confused and have tried "mofiying" the agreement to no avail. I have also tried adding "alternate recipients" to the first signatories email address in case that would work but it hasnt. f I have to cancel and redo this agreement it ruins the time stamp audit trail of when the agreement was sent (as for this particular agreement, it needs to have 14 days between being sent and completed). Please help me desperately to resolve this issue that I have tried and tried and tried to problem solve!

[Meenakshi Negi]

Hi KSInchcapeAU,

Thank you for reaching out, and sorry about the trouble caused.

In the screenshot, we see that the first signer is added as a group. Could you please explain the workflow here? Also, let us know if you are a part of that group. 

If possible, please share the screen recording of all the steps you take to check the document and add a reminder. It will help us better understand what is happening. You can share the recording in a private message using the envelope icon at the top right corner of this community page.

Thanks,

Meenakshi

[KSInchcapeAU]

Hi there thanks for your response to my issue. The reason there is a "group" for the first recipient is because when the issue initially happened I thought maybe it was an issue with the first recipients email address so I added an alternative email address for them, then when that appeared to also not work, I then also added myself (using a separate email address to which I am already an approver) so that i could see if I could work it out as a first recipient but still zero notifications to sign or ability to send a reminder. I also even tried changing each of the signing fields originally allocated to the first signatory to a different signatory, and that has not worked either. I am unable to send a video in the private messages, it says I do not have permissions to upload.

[Meenakshi Negi · Accepted solution]

Hi KSInchcapeAU,

Thank you for the information.

I suggest you check this behavior with the Acrobat Sign Enterprise support team. We checked that you have an Adobe Acrobat Sign Enterprise service plan. Please get in touch with our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/3K1ajDP.

Let us know how it goes.

Thanks,

Meenakshi