Cannot sign a document due to free trial ended

[Bubbly_maker2976]

I have a document that I need to sign but when I click on the email link, it takes me to the log in page and when I try and login I get error message that my free trial has ended and to subscribe. I should not need a subscription to sign a document a paid subscriber send me.

[Amal.]

Hi there 

Hope you are doing well and sorry for the trouble. 

I have checked the Adobe account linked with the Adobe ID you are using on this community and found that you have a Personal and an Enterprise profile with the same Adobe ID. 

Please make sure you are signed in using the enterprise profile and see if that works for you. For more information, please check the help page https://adobe.ly/4m3mCNx 

Let us know how it goes.

[Bubbly_maker2976]

Hello Amal, I am actually writing on behalf of the doctor who is trying to receive my sent document. The email account is under username [PII removed by moderator] but since it has been used for a trial in the past i think it is inactive, it is causing an enormous problem for our document collection. May i please ask your assistance to help reactivate so she can simple sign as a recipient? No paid subscription.

[S. S]

Hi @Bubbly_maker2976,

Thanks for the details, and sorry for the trouble with signing documents on Acrobat Sign.

I checked the details in the backend, and the account still has limitations due to a previous trial activation. 

What has to be done here is, please ask your doctor to reach out to our support team. They will be in the best position to remove the entitlement hiccups and clear the account.

Our team can be reached out to from here: https://adobe.ly/4f00PE1

I would have loved to help out directly, but I can't due to restrictions on making changes to the account.

Hope this helps.

Regards,
Souvik.

[Bubbly_maker2976]

Hi Souvik,

Adobe help desk link, does not take them to anyone and they cannot chat, as they are not a paid subsricber. Additionally, real world scenario the doctor absolutely does not have time to write on a forum to have this resolved with a team that is not online in our day time. There is no "restriction" to an account that is unpaid and non existent. Adobes problem with the way their system works. Please contact the investigator via email with myself in CC if you feel there is a restriciton. The lack of support options for Adobe is incredibly frustrating especially the fact there is no information or guidance or troubleshooting options for this issue that per the forum is incredibly common. 

thanks

Leah

[S. S]

@Bubbly_maker2976,

Thanks for the response.

I have reached out to the team internally.

Please allow me some time to get this checked and circle back to you.

Your kind understanding and patience is highly appreciated.

Regards,
Souvik.

[Bubbly_maker2976]

Still awaiting a response. thanks.

[S. S]

Hi @Bubbly_maker2976,

I haven't heard back from the team. 

I have reached out to them again to check for updates.

Any conversation around the issue would be communicated directly to the email address you mentioned above.

Regards,
Souvik.

[Bubbly_maker2976]

Please include me in CC so i can support the doctor

[S. S]

Hi @Bubbly_maker2976,

The necessary changes have been made to the account. 

Please ask the doctor to log out and log in to the account again, and it should work now.

Let us know how it goes.

Regards,
Souvik.