Undeliverable Email - Alternate Email address

[LillianJ]

How can I resend an agreement to a corrected email address without resending the entire agreement to all recipients?  This is for Adobe Acrobat Pro.  

I used to be able to select "alternate recipient email address" for the undeliverable email, but I can no longer find this feature.  

[Meenakshi Negi]

Hi LillianJ,

Thank you for reaching out, and sorry about the trouble caused.

Please refer to the information in the following help document: https://adobe.ly/3VNhtOv.

If you do not find the option, then it seems that the document has already been signed by the recipient. Please check and confirm. In this case, you will need to resend the document. Please also check if you can find the option for other documents?

Let us know if you need any help.

Thanks,

Meenakshi

[LillianJ]

Hi, I don't have the "Manage" option anywhere on my screen and the document has NOT been signed already as the email address it was sent to was undeliverable.  Where can I find the "Manage" function?  

[Meenakshi Negi]

Hi LillianJ ,

Thank you for the information.

As you have an Acrobat Sign individual service level plan, the manage page is not available for you. However, you can view all the folders under the Agreements option shown in the screenshot you shared. Please check if the document is still under the "In progress" Folder. Open the document and check the status on the right-hand side.

Thanks,

Meenakshi 

[LillianJ]

It is still "In Progress.  The only options I have on the right is per below.  Nothing that is letting me input an "alternate email address" for a recipient.  

[Meenakshi Negi]

Hi LillianJ ,

Please confirm if you are trying to change the email for the first recipient. In the screenshot, it is mentioned that one of the recipients has signed the document. Please click the arrow icon for the first option and see what option you get. If you can share the screen recording, it will be easier for us to provide the correct steps. 

Thanks,

Meenakshi

[LillianJ]

There are two recipients that need to sign, the third is just a cc on the document (Luk).  See below when I click on the arrow for where I click 1 of 3 completed arrow:

[Meenakshi Negi]

Hi LillianJ,

Thank you for the screenshot.

Could you please share the screenshot of the whole screen? There seems to be an issue, as the CC should not appear in the list. 

Thanks,

Meenakshi

[LillianJ]

See below for full screen:

The two signers have signed this document now, but I would still like to know how to add an alternate email address for a recipient if an email comes back undeliverable (without cancelling the whole agreement).  

[Meenakshi Negi]

Hi LillianJ,

Thank you for the screenshot.

Please try to send a document to your alternate email address (if you can add two more helpful) for testing purposes. Once you send the document, open the same window as shown in the screenshot and select the "In progress" folder.

Then select the document from the list and check if you get the option to change the recipient email address in the right-hand pane. Share the screenshot with us. 

Thanks,

Meenakshi

[LillianJ]

[Meenakshi Negi]

Hi LillianJ ,

Thank you for the screenshot.

Please also try opening the document by clicking on it and then check again the pane on right hand side. Share the screenshot for the same. We will check with the team in the meantime.

Thanks,

Meenakshi

[LillianJ]

[Meenakshi Negi]

Hi LillianJ ,

Thank you for the screenshot. 

It seems the option for your account is disabled. Please check and confirm if the option does not appear for any document. 

We will check with the team and, if necessary, arrange a callback for you. Please share the contact details in a private message. You may send a private message using the envelope icon at the top right corner of this community page.

Thanks,

Meenakshi

[LillianJ]

Thanks.  I've sent a pm with my contact info.

[Meenakshi Negi]

That's great! We will update you once we have information on this. 

- Meenakshi