Deactivated Adobe Sign Users cannot sign documents sent to them for signature

[mikec62666934]

We have two individuals, because of changing roles in the organization, have been deactivated in Adobe Sign. Whenever they receive a request to sign a document from outside the organization and click on the link embedded in the email, they are asked to log into Adobe Sign, but cannot because their account is inactive.   Their names show up on the inactive list, can I get them off the inactive list or should I take another approach.

[Meenakshi Negi · Accepted solution]

Hi Mikec,

Sorry for the delay in response.

As the accounts are inactive they will not be able to sign in to the Adobe Sign account.

As these accounts are created under the organization account, their activity depends on the main account.

You need to activate those accounts. It can be done only by the administrator of the account.

If you wish to free those account from the organization account, you need to contact support for this.

Please refer the steps mentioned below to contact the team:

• Login your adobe sign account directly via https://secure.echosign.com/public/login
• Once logged in, check the upper right corner of the page and click the question mark icon.
• It will re-direct you to the page where you can create a support ticket or initiate chat.

Let us know if you need any further assistance.

Regards,

Meenakshi

[mikec32310412]

There is not a link to chat or contact support using the directions just received.   When I click on the Contact Us link, there is not an option to select Sign as a product.

[Meenakshi Negi]

You will receive the options only when you are signed in to the paid account.

Adobe Sign support team is tasked to handle the post-sales support requests.

Please ask the admin of the account to sign-in to Adobe Sign account and then use the steps mentioned above.

I will be sending you a private message with further details. Please check your inbox.

Regards,

Meenakshi

[mikec62666934]

For whatever reason I could not get to the chat links.   I was signed in to Adobe Sign and tried three different browsers. One of my colleagues was able to get to the chat and we contacted support and had the inactive accounts deleted.  

Thanks for your Help.

Mike

[Guest]

I recently had my Adobe Sign account deactivated because the license was tranferred to another co-worker.  However, when I recieve an email request to sign a document, I get an error message saying "please login as an authorized signer in order to view and sign this document."   I thought the person who is signing a document is not required to have an account so I am not sure how to fix this.

[Alex Fontaine]

Do you have any updates on this?

We're having a few people with this same issue at work.

Thanks,

Alex

[Randy Raitz]

My organization is having this issue as well. Same exact scenario - user is listed as an inactive user because he/she no longer needs to send agreements, however, when he/she recieves an document for e-signature, they get the message "please login as an authorized signer in order to view and sign this document."

[One each Scott]

Greetings!

A user in an Inactive status is denied access to the Adobe Sign system and may not sign an agreement (as you have observed).

For accounts with a site license, the solution is to remove the authority to send agreements (instead of inactivating the user).

This can be done in the user profile:

Accounts that have a limited license count (and therefore must Inactivate the user to release the license) will need to alter the email address of the existing user, thereby allowing a new user to be created outside of the account.

Assumption: The user is already Inactive.

The account level admin can update the user's email address to a new value using the Update Users in Bulk feature: https://helpx.adobe.com/sign/using/bulk-create-update-users.html

• The feature does not require more than one user to be updated. 

Generally, I'd recommend altering the email address to append .arc to the end (John@mydomain.dom becomes John@mydomain.dom.arc)

• This keeps the legacy userID consistent with your internal understanding, and the records on the account are still available for reporting, searches, etc.
• John@mydomain.dom.arc can be safely inactivated because it's not a real email address tied to a real person.

Once the email value is changed, your original email (John@mydomain.dom ) will not be found in the Adobe Sign system, so no restriction will be applied to new, in-bound agreement requests.

Note that this new userID is not part of your account, so it will not count against the license limit but also is not part of any reporting.  Reporting is predicated on the sender, so this isn't technically a change in the user experience, but it's worth noting, so expectations are aligned.

I hope this helps!

-Scott

[patrickh46304581]

I am running into the same issue that I've seen discussed on multiple threads in this community, document is sent to me to sign, I click the link and receive the following error messages:

"Please login as an authorized signer in order to view and sign this document."
"Your account has been deactivated. Please contact your support staff."

Before migrating to a Small Business Account in February 2021 we never ran into this issue. Previously I was not asked to sign into Adobe to sign the docuement.

We have been unable to get this fixed after spending many, many hours in chat support and on calls with Adobe Support. I am desperate to get this solved. 4 months without Adobe Sign working properly is killing us. 

Related threads:

https://community.adobe.com/t5/adobe-sign/e-sign-document-requires-adobe-login/m-p/9786007#M8168

https://community.adobe.com/t5/adobe-sign/echosign-asking-for-login-when-trying-to-sign-an-agreement...

https://community.adobe.com/t5/adobe-sign/deactivated-account-but-still-need-to-sign-documents/m-p/1...

[Meenakshi Negi]

Hi Patrickh,

Sorry for the delay in response.

Are you still experiencing the issue?

If yes, please confirm if you are using the same email address for Adobe Sign that you have used to sign in to the community?

Thanks,

Meenakshi

[patrickh46304581]

Hello, Meenakshi - yes, the issue is still happening and yes it is for the same email address that I use here in the Adobe Community. Thank you.

[patrickh46304581]

Would like to add s is also impacting the other employee whose work email is associate with our Adbe account. 

[Guest]

Hi

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 account is deactivated and need to contact support.

Please can some one help, going round in circles

thanks

[mnakajima]

Hi do you have adobe sign account ? or alwayas just be a signer not a sender ?

[Guest]

Hi

Just a signer, the document is from our company and this is the first time I am accessing this document, I tried to sign up for an account to see if that allow me to view the document but get the account is deactivated error.