Email notifications being "bounced and could not be delivered"

[Sally37238004ofbz]

Starting yesterday, all four invididuals with licenses under our company account have not been receiving email notifications that documents have been sent for signature or signed by those outside our company.

When checking document progress, it shows a document has been signed by someone outside our company, but the activity section shows "Email sent to [name] [email] bounced and could not be delivered." This is happening to everyone under our account. It should be noted we are not all under the same email domain address.

Any ideas why this is happening? Thank you.

[Meenakshi Negi]

Hi Sally37238004ofbz,

Thank you for reaching out.

Please let me know if you are referring to the individual receiving notifications that the document is signed; however, when checking the progress, it shows that the email bounced and could not be delivered. Is that correct?

When you send the document, could you share the number of recipients added for that document?

Thanks,

Meenakshi

[Sally37238004ofbz]

Yes, you are correct. None of us are receiving individual email notifications that a document has been sent or has been signed. If we check the status of each document, it shows as bounced and could not be delivered. There are either one or two signers to each document sent. Never more than two.

If one of the users on our account is also a signer (for example, I send a document to be signed by my supervisor and one external signer), my supervisor can look at his account online and see documents in the "waiting for me" section. He can then sign the documents as usual. However, he had not received any email notifications that I sent the documents.

All users on our account have to constantly review the online status of documents as none of us are receiving email notifications.

[unique_Breeze1678]

My company is having a similar issue, lots of users able to recieve Sign emails but some are affected and getting bounce backs instead

[Mediplus303692478v67]

Has Adobe accepted that this is a problem and has it been resolved?

[Meenakshi Negi]

Hi Mediplus303692478v67,

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

This behavior was caused by a backend issue, which has already been resolved. 

Let us know if you are still experiencing the issue.

Thanks,

Meenakshi

[Mediplus303692478v67]

We have the same issue but it only seems to effect 3 of our 18 users. Has there been a resolution?

[patrick_1818]

I have the same issue - affecting all people in my company.

[Antoine_IT]

We are finding clients of ours are reporting this now. 
They send the document to be signed, a copy of that should go to the person that has sent this. That gets bounced. 
When the client signs that should also send an email to the sender of the documnt to let them know, it also is bouncing. 
Worked fine up untill the 28th of April, emails coming from 

adobesign@adobesign.com

...looking into if it needs whitelisted 

[sam_9401]

Same issue. Adobe's suport function has provided no assistance having tried talking to multiple agents via the chat function.

[defaultcn843j0fyve9]

Same issue here as well affecting all users.  Had long sessions yesterday and today with support with a promise to resolve - but to no avail.

[Keysie]

Exactly the same issue for us too. I am the sender of the documents to external customers. They can all receive the emails and sign them. Our CEO who countersigns all agreements receives all of the notifications when it is his turn to sign and then the fully signed and completed document. However, even though I am the sender, I no longer get any of the emails and the 'bounced' message appears in the Activity tab within Acrobat. 

[Keysie]

Update on 1st May - I've just received my first notification email about a document being signed. The activity section of Acrobat is normal for this particular document with no bounce notifications listed. We've changed nothing in the settings, so will be interesting to see if an Adobe issue is communicated. 

[Synergist5EB8]

We're also experiencing the same issue with notifications showing as 'bounced and could not be delivered'. since 28th April. I reported this on an existing related thread yestreday and Meenakshi Negi initally replied, but once I answered their questions it's gone suspiciously quiet. Adobe - please can we have an update on this issue? If you can at least can confirm if you have replicated the issue and or acknowlege there is a problem, we can then stop wasting time looking for issues in Microsoft365 or whatever mail system the other affected users are using.

[Sally37238004ofbz]

This issue appears to have been resolved. I have received email notifications over the past 12 hours.

[rory_8381]

I am experiencing the same issue.  Started late on May 13, 2025.  

It appears to only affect me -- I am the document creator.  It is being sent and received and signed by email recipient signers, and by those with cc.  But notifications to me that a document was sent or signed are bouncing and not appearing in my email, spam filter, junk, or anywhere.

R. O'Bryan

[Tom_Moulaert]

Same problem here. Sent agreements are flagged undelivered.

[Meenakshi Negi]

Hi Tom_Moulaert,

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

Please let us know if you received the message for a particular recipient or all the recipients. Could you let me know if you checked with the recipients to see if they got the document? Also, please check the document under the Agreements > In progress folder.

Try the troubleshooting steps suggested in the following help document: https://adobe.ly/4jBcUjG.  Check if that helps.

Feel free to let us know if you need any help.

Thanks,

Meenakshi 

[defendersexternal_0810]

We are also facing the same issue since 5:30am IST. Below is the error message. Is there some issue which the team at Adobe is aware of?

Expecting 'REJECTED,RECALLED' but was 'EMAIL_BOUNCED'