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Hi Matt!
The situation you describe can have several sources, but the most common cause is that the person you sent the agreement to is not allowed to sign (via rule in the Adobe System).
This necessitates that the signer be a within an Adobe Sign account of some sort, and the admin of that account has configured them to not be allowed to sign. Below is an image of the user profile that Admins can configure. The yellow highlighted portion is the setting in question.
As the sender, there is no practical way you can identify if an Admin has denied signing rights to an individual.
Given most signers are not within the same Adobe Sign account as the sender, the most practical approach to correcting the problem is to check with the signer and see if they know if they are in an Adobe Sign account, and if so, have their admin check their signing rule. Typically admins set this for a reason, so the end result can go either way, depending on that reason.
If that's impractical, you can open a ticket with support (click the question mark at the top right of the Adobe Sign app window) and provide them the name of the signer, and when you sent the agreement.
They can find the transaction and evaluate the situation.
Please be aware that Support will not be able to comment on the settings of another account. There are significant privacy rules in place, and that's going to add drag to getting to the solution. However, the problem you describe isn't exotic, and I'm sure they have a process in place to overcome the situation without violating any privacy issues.
Other possible root causes could be:
- The user is flagged as Inactive. If that's the cause, then some Admin has explicitly done that for some reason. The admin in control of the account will have to un-do that action.
- Somehow you set the role for the recipient to Delegator. It's not likely, but sometimes misclicks happen. If this is the case, you will need to resend the agreement. A delegator cannot delegate to themselves.
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