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natasha_6799
Participant
June 2, 2025
Answered

Authenitication Failed

  • June 2, 2025
  • 1 reply
  • 937 views

Hi all,

Hope anyone could help me to resolve my Acrobat request e-sign Authentication failed issue. 

I do have the Enterprise licenses for Acrobat Pro with other service included Acrobat Sign.  After I selected the document, request e-sign, enter the email address and click on button "Specify where to sign" it shows Authentication failed.  

Correct answer Meenakshi Negi

Hi natasha_6799,

 

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

 

We checked your account using the email address you used to log in to the community. Under that account, an Acrobat Sign individual service plan is listed, not the Enterprise. It shows as active and working fine.

 

Please let me know if you're referring to the same account or a different one. Did you try sending a document using the Acrobat web account? If not, please try and see if you get the same error. You may use the steps suggested in the following help document: https://adobe.ly/4dMG1PJ. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

1 reply

creative explorer
Community Expert
creative explorerCommunity Expert
Community Expert
June 3, 2025

@natasha_6799 This type of error after clicking "Specify where to sign" points to a localized connection or profile mismatch issue on your end. Solutions often involve signing out of all Adobe applications (including Creative Cloud desktop app), clear all the web browser history, cache and cookies, rebooting your computer, signing back in, and ensuring you select the correct business profile if prompted, as sometimes profile conflicts or cached credentials can prevent successful authentication with the e-sign service. You might also try initiating the e-sign process directly from the Adobe Document Cloud website (https://www.google.com/search?q=documentcloud.adobe.com) to see if the issue persists there, which can help pinpoint whether the problem is with your desktop application or your account's cloud-side provisioning.

m
Meenakshi Negi
Community Manager
Meenakshi NegiCommunity ManagerCorrect answer
Community Manager
June 4, 2025

Hi natasha_6799,

 

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

 

We checked your account using the email address you used to log in to the community. Under that account, an Acrobat Sign individual service plan is listed, not the Enterprise. It shows as active and working fine.

 

Please let me know if you're referring to the same account or a different one. Did you try sending a document using the Acrobat web account? If not, please try and see if you get the same error. You may use the steps suggested in the following help document: https://adobe.ly/4dMG1PJ. 

 

Let us know how it goes.

 

Thanks,

Meenakshi

 

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