Email address resolving to old user details

[Pete_M.]

Hi there,

We recently reassigned an old email address from an ex-employee to a new hire however Acrobat continues to resolve the address to the old user name so that signatures from the new user are labeled as coming from the old user. We've removed the old user from our account and Business ID and added the new user's details but it seems that somewhere the address is still assocaited with the old user.

Does anyone have any ideas for where else I need to purge the old user details to prevent this happening, or is it just not possible to reuse the same email address for a different user once it's already been used?

Many thanks

[Meenakshi Negi]

Hi Pete_M.,

Thank you for reaching out.

If you are referring to the fact that the document sent for signature shows the name of the old user, that means the name for the account has not been changed. 

Would you mind sharing the email address you are using for the new user in a private message? Share the name it shows and the new user name. We will check the account and provide you with the correct information. 

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

Let us know if you need any help.

Note: Please do not share personal information on public or social platforms. 

Thanks,

Meenakshi

[Pete_M. · Accepted solution]

Hi Meenakshi,

It turned out that the user needed to link their account to our Business ID. Once they had done that (they were prompted at login) the correct user name was picked up by Acrobat Sign.

Many thanks,

Pete