Send Option Has disappeared

[Evolusent]

The option to send Documents to be signed has disappeared from our Adobe Sign account.

We last sent a document through this service on April 4th.  This week when we signed in, the Send option was missing in the top menu. 

We double checked the User Rights on the account and found that the Send Document option had been unchecked.  We tried to recheck it and update the account, but after saving our changes and reloading the account, the checkbox remained unchecked.  We tried this multiple times with no success.

Is there some reason why we cannot activate this feature, which is the entire point of the service from our perspective?

Thanks,

James

[sameer_puri]

Hi James,

Can you send a personal message stating your Adobe sign email ID, I can take a look at what might be happening with your account.

Thanks

Sameer Puri

[Ikon_comms]

We have the same problem:

How it should look

How it looks in my account:

I've updated our billing info as I thought it might be that but no luck.

Any clues?

[ScottCarter · Accepted solution]

Greetings!

If the Send option isn't available in your user view, then your account is either an expired trial or an account that is in a "cancelled"  status.  Typically this can happen if the payment lapses.

Important to note, the account being "cancelled" doesn't delete anything or stop transactions in process. It just removes the Send tab.  When the account is activated again, all of your templates and history will be fully intact

As you have indicated that your billing is up to date, I would recommend contacting the Account team or Support to have them verify the account is in good standing and then set the account to the correct service level and service channel, which will restore the functionality of the account.