Problems with Acrobat Pro DC (request e-signatures)

[José Adelmo34358491gdg4]

Hello,

Our organization has some Acrobat Pro DC licenses that are assigned to our users. However, some users are unable to use the electronic signature tools provided by Acrobat Sign, especially requesting electronic signatures.
I already searched the forum and found some information. This is probably happening because our environment profile has changed, so users who previously used the tool in the old profile, now that they have been migrated to the new one, are no longer able to use it as they are still linked to that profile.
We tried adding and removing the user, removing and adding the license and it didn't work. The error messages that appear to users are:

"Request e-signature services aren't available for the profile you selected when signing in" on web

or

"Please accept the Adobe Acrobat Sign invitation previously emailed to you. If you have questions, contact your account administrator."

I tried to contact support in the admin console, but the chat doesn't work and I don't have the option to open a case.
On the phone they advise you to contact the reseller directly, which has already been done, they said they would open a ticket with Adobe, but it is taking a long time to respond. So I hope someone here can help.

[José Adelmo34358491gdg4]

Problem: Our issue arose when we signed a new contract with Adobe, resulting in the creation of a new organizational profile. Users who had received licenses under the previous profile and were accustomed to requesting electronic signatures through Adobe Acrobat Pro found that this option was no longer available when they received their new licenses under the new profile.

Cause: This occurred because the user profiles in “Adobe Sign” were linked to the profiles in the old organizational contract.

Solution: To address this, follow these steps:

1. Access the old organizational profile via the Adobe admin console.
2. Navigate to Users -> Administrators and assign the System Administrator role to a user who can be utilized.
3. Navigate to Product and assign the user a product license (in our case, Acrobat Pro) and the role of “Admin and Privacy Administrator of Acrobat Sign.”
4. Now, access Adobe Acrobat web aplication whith this user and go to E-Sign -> Add E-Sign Branding. In some cases, refreshing the page may be necessary to option appear.
5. In the left panel, go to Users, click the three lines for options, and select Show All.
6. Search for the user experiencing the issue and choose the option to Delete User Info (or a similar option).
7. Wait a few minutes, and then ask the affected user to test. Sometimes refreshing the page may also be required.

This works for us, hope that help others!