Signing into Acrobat Sign redirects to Adobe Acrobat

[Thomas304828422wv0]

Hello, when a user signs into Acrobat sign with their school account they get redirected to the Adobe Acrobat page, with a listing that they have an Adobe Acrobat Pro subscription. When they open Adobe Acrobat the request signature tool is also greyed out. We have confirmed the account has a enterprise creative cloud license. How can we access the Acrobat Sign Features? Other users in the org have the same licensce with no issues access the Acrobat Sign webpage nor is the request signature button greyed out. 

[Meenakshi Negi]

Hi Thomas304828422wv0,

Thank you for reaching out.

Please share a screen recording of what happens when the user tries to sign in to the account.

Would you mind sharing the user's Adobe ID (email address) in a private message? You may initiate a private message using the envelope icon at the top right corner of this community page. It will help us to check the user's account information and provide you the correct information.

Thanks,

Meenakshi

[DCJ777]

same issue here but with a work account - did you find a solution?

[Meenakshi Negi]

Hi DCJ777,

Thank you for reaching out.

As you are experiencing the same behavior, could you please confirm what you mean here by Acrobat account?

If you are referring to the Acrobat Online account, this is a known behavior. For Acrobat Sign individual and team plans, the service is accessed through the Acrobat Online account.

If that is not the case, share more information. It would be helpful if you could share the screen recording.

Thanks,

Meenakshi

[DCJ777]

Bottom line is I am tryng to enable SMS delivery for our employees.

Introducing SMS Delivery for Agreements - Adobe Community - 14708299

According to these instructions that has to be done after logging into adobesign. It is my understanding that adobe sign is included in our adobe enterprise licensing, however when I attempt to log into 'https://secure.adobesign.com/public/login' I am redirected to acrobat.com

[mariahweyne]

Yo do have Acrobat Sign, but its capabilities are different that in other Acrobat Sign products.  See attached comparison.  SMS transactions are only available for Sign for Business and Enterprise.

[DCJ777]

I see nothing in that document about SMS, are you saying our Adobe for Enterprise Acrobat Licenses do not include Adobe Sign for enterprise? If true, that's unessecerally confusing.

[mariahweyne]

One thing is Adobe for Enterprise, another is Acrobat Sign for Enterprise.  

Adobe for Enterprise basically refers to the type of contract your enterprise has. Acrobat Sign for Enterprise is the most robust of the products with Sign capabilities.

See this link for Phone authentication explanation. Phone authentication