Issue with Adobe Sign on Mobile: "Agree" Button for Terms of Use is Missing

[it_8047]

Hello Adobe Support Team and Community,

I am facing an issue when using Adobe Sign on a mobile browser. When I try to accept the Terms of Use, the "Agree" or "Accept" button does not appear, which prevents me from completing the process.

Details:

• Problem: The "Agree" button for the Terms and Conditions is not visible.

• Environment: Mobile web browser (tested on both Chrome and Safari).

• Troubleshooting Steps: I have tried opening the link on several different mobile devices (both iPhone and Android), and the same issue occurs every time.

Workaround: The only workaround I found is to enable "Desktop site view" in the mobile browser. When I do this, the button appears correctly, and I can proceed.

Is this a known issue? Is there a permanent fix for the mobile interface?

Thank you for your help.

[Meenakshi Negi]

Hi it_8047,

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

We see that you have the Acrobat Sign free service. Could you please share the screen recording of what happened? Also, please confirm if this happens only with the web version. 

Please share the OS version on your device. 

Thanks,

Meenakshi

[it_8047]

Hi Meenakshi,

Thank you for your reply.

We are experiencing the issue when trying to open the signature link sent via email. Please find attached a screenshot showing what happens when we click the link. (Note: You requested a screen recording, but we hope this screenshot is sufficient to illustrate the problem).

Regarding your other questions:

1. Does this happen only with the web version?

   • Yes, the problem occurs when opening the link in web browsers.

2. OS Version:

   • We have tested this on multiple devices. The issue appears on both Android and iOS systems.

   • In both cases, we are using the latest available version of the browsers (e.g., Google Chrome and Safari).

Important Note: You mentioned in your email that we have the "Acrobat Sign free service." We would like to clarify that we have a paid subscription (for Acrobat Sign pro), but this account is managed by our secretary, not by me (as the technician). We are currently unable to use the service due to this issue.

We hope this information helps in identifying and resolving the problem quickly.

Thanks,

[Meenakshi Negi]

Hi 

Thank you for the information and screenshot.

Please try the steps suggested in the following help document: https://adobe.ly/43q91sG. 

Let us know how it goes.

Thanks,

Meenakshi

[it_8047]

We tried the steps you provided, the guide just show the legal notices, but there is no way to find the button to accept the legal notices, the only way is by enabling "Desktop site view" in the mobile browser, then the button appears.

[doug_2304]

SOOOO many get lost at the mandatory "terms agreement" stage.  I've had to send client's emails explaining what Adobe is asking for here, followed by steps (with screen shots) what and where to click.