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Automated confirmation email from Adobe Sign has random person's name in the subject line

New Here ,
May 12, 2023 May 12, 2023

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Used Adobe Sign to send a document to two individuals. I received a confirmation from Adobe, and the subject line reads, "Dan Smyczek '10 Memorial Fund Agreement has been sent out for signature to bobsmyczek@gmail.com and Marcus Goncalves". I HAVE NO IDEA WHO MARCUS GONCALVES IS. He is neither of the intended signers, and no one that I work with. When I go into Adobe and look at the email, it shows that the doc was sent to the two correct recipients, and there is no mention of Marcus Goncalves. Does anyone know how this might have happened?

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Adobe Employee ,
May 12, 2023 May 12, 2023

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Hi Advancement29860803kixp,

 

Thank you for reaching out.

 

This seems to be the issue at the recipient's end. The recipient for whom it shows is Marcus Goncalves, the account name of that user is set as that. 

We can check if you can share the email address privately. Or you may ask the user to check the name set on his Acrobat Sign profile. 

Let us know if you have any questions.

 

Thanks,

Meenakshi

 

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New Here ,
May 12, 2023 May 12, 2023

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Thank you so much for responding to me. I'm not sure what you mean by
"share the email address privately". Can you try and express that in a
different way?

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Adobe Employee ,
May 12, 2023 May 12, 2023

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Hey Advancement29860803kixp,

 

By"share the email address privately," I mean share the recipient's email address in a private message. 

You may send a private message using the envelope icon at the top right corner of the community page. 

 

Note: Sharing personal information on public platforms is not advised.

 

Thanks,

Meenakshi

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New Here ,
May 12, 2023 May 12, 2023

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I'm so sorry I still don't understand. Are you suggesting I share the recipients email address in a private message to you?  I actually have another problem. Neither of the people that I sent the document to several hours ago have received the email. How do I troubleshoot this? Thank you so much for your help.

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Adobe Employee ,
May 15, 2023 May 15, 2023

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Hi Advancement29860803kixp,

 

Sorry for the delay in response.

 

Yes, please share the email in a private message with me.

Please confirm if they still have not received the document for signature.

If not, first check your "Out for Signature" folder. See if you can see the documents listed there and check if the email addresses are correct for the recipients.

Check with the recipients, and ask them to check spam or junk folder once. 

 

Let us know if you need any help.

 

Thanks,

Meenakshi

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New Here ,
May 17, 2023 May 17, 2023

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Hello there,

I just sent you a private message with the individual's email address. Thanks for any help you can provide! 

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Adobe Employee ,
May 18, 2023 May 18, 2023

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Hi Sarah29919086mlsy,

 

Thank you for sharing the email address.

We did check the account, and the name on the account appears to be the same one mentioned by you.

In this case, ask the user to check his Adobe account (https://account.adobe.com/). Check the profile name of his account and confirm.

 

Thanks,

Meenakshi

 

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