Issues when sending a document for signature - 2025 New Adobe Sign

[Rhonda5EBD]

I am disappointed in the NEW (2025) Adobe Acrobat Sign experience online. I have had several issues with it, so I keep going back to the Classic experience.

What I am noticing is, after I fill in the email address of who I am sending the document to, and then upload the template, it sends it to the user before I have even filled in the template with the data that I need.

I have a blank template with fill in fields for items to check out to our users. With the classic experience I key in the email address to send to, I go to recent templates and attach the template, I then click send, it then loads the form for me to fill in the additional field data and then click send again and it sends.

In the new experience, it doesn't allow me to fill in the fields with data, it just sends the template without any information keyed into it, but it doesn't actually send anything to the user. They receive nothing. I then have to go back on the browser, and fill in the data. Sometimes that works, but lately it doesn't.

I just got a warning that the new experience will be the only option and that I won't be able to use the classic experience anymore. This is very disappointing, since the new experience is failing on a very important step, the step where I fill in the data that is going to be being sent to the user.

Anyone else noticing this?

[Meenakshi Negi]

Hi Rhonda5EBD,

Thank you for reaching out.

Please let us know if you are referring to the prefill option, which is not working. If not, please share the screen recording of both scenarios. We will try to replicate this behavior and get it checked. 

Thanks,

Meenakshi

[alexandria_5747]

I am having this same problem. I used my templates on Saturday with no issues. Today, it shows my name as a prefill until I click anywhere and that disappears and it then sends a blank document out for signatures. It does this on web browser and in the desktop application

[S. S]

Hi @alexandria_5747,

Hope you are doing well. Sorry for your experience with sending documents for signature.

We were experiencing server issues with Acrobat Sign, which impacted both the desktop and the online services. 

You can check this for reference: https://adobe.ly/4n32xb9

The servers are now up and running. 

Please give the same workflow a try and let us know if it works for you now.

Regards,
Souvik.

[alexandria_5747]

Hello, I am still having the same issue. There is not a prefill option and I am now also getting this error every time I try to use my template. 

[Meenakshi Negi]

Hi alexandria_5747,

Sorry about the trouble caused.

Please let us know if this happens with a particular template you use. Have you checked other templates?

If not, please try to check. Try creating a new template and check if that works as required.

It would be helpful if you could share the screen recording of the steps used and the error that occurs. We will share the information with the team to get this behavior checked.

Thanks,

Meenakshi

[alexandria_5747]

Here is a screen video of what happens. It is still happening every time. https://www.loom.com/share/4fe9870f29fa4c389874e05173ae01dc?sid=842bf55d-6f04-466b-bd95-0c057524d0c0

I really don't want to have to create a new template and test it out. I will likely just cancel Adobe and use something else. It is ridiculous how many times I've had to edit this agreement to get it set up correctly in the first place, I'm not interested in using Adobe moving forward if this can't be fixed. I can't recreate a new template every time the software gets glitchy.

[Meenakshi Negi]

Hi alexandria_5747,

Thank you for sharing the screen recording.

Please allow us some time to check this workflow, and we will update you with more information.

We appreciate your patience.

Thanks,

Meenakshi