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Workbooks25999171c38p
Participant
November 13, 2023
Answered

Undeliverable returned email on correct email address

  • November 13, 2023
  • 4 replies
  • 3720 views

Hi, We have received an undeliverable notification via email to an email address that has been sent to in the past. 

 

The email address exists and is correct. 

 

What do you suggest?

    Correct answer Meenakshi Negi

    Can confirm now here it's fixed too. 


    Hi andrey_0108 and Synergist5EB8,

     

    Thank you for confirming the fix. This behavior was caused by a backend issue, which was resolved on the same day you mentioned.

    Please don't hesitate to let us know if we can help.

     

    Thanks,

    Meenakshi

     

     

    4 replies

    S
    Synergist5EB8
    Participating Frequently
    April 30, 2025

    We're also experiencing the same problem as of yesterday 29/04/25. The messages are not in our spam folder in Outlook and if I look in Recent Notifications within the Adobe Acrobat Sign interface it shows all the failed events and they show as "bounced and could not be delivered". If I send a test email to our address from gmail it arrives without problem.

    Adobe - have you changed the way you send notification emails or the format thats resulting in them being rejected by users of Microsoft365 email?

      D
      default23300400r2z4i2
      Participant
      April 30, 2025

      We have the same problem. A few days earlier it was ok, any idea?

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity Manager
      Community Manager
      April 30, 2025

      Hi andrey_0108, default23300400r2z4i2 and Synergist5EB8,

       

      Thank you for reaching out.

       

      Please let us know if this happens for all the recipients to whom you send a document for signature, or for some specific users. Have you made any recent changes to the account?

      If the issue occurs with particular users, please send us their email addresses privately. You may send a private message using the envelope icon at the top right corner of this community page. We will then check those accounts. 

      Please refer to the suggestion provided in the following help document: https://adobe.ly/4380wTo. Check if that helps. 

       

      Feel free to let us know if you need any help.

       

      Thanks,

      Meenakshi

        A
        andrey_0108
        Participant
        April 30, 2025

        We're having the same issue: It is undeliverable via email all of a sudden although no new emails are being used (has worked before), the receiver gets a notification in the adobe app though.

        Meenakshi Negi
        Community Manager
        Meenakshi NegiCommunity Manager
        Community Manager
        December 5, 2023

        Hi Workbooks25999171c38p,

         

        Sorry about the delayed response.

         

        This seems to be weird behavior. Please confirm if the issue was resolved after whitelisting the email at the recipient's end.

        If the issue still occurs, let us know.

         

        Thanks,

        Meenakshi

        P
        PippaEngland
        Participating Frequently
        February 8, 2024

        A number of us at my company are having this issue. It isn't linked to whitelist.

         

        There seems to be an error within Adobe that is causing this. Some notifications get through, some just don't. It's annoying and random because you know the person's email is valid and earlier in the day they may well have received and signed documents. And then for another batch, they don't get the notifications and Adobe says it's undeliverable.

          mariahweyne
          mariahweyne
          Inspiring
          November 13, 2023

          Have the receiver "white list" adobesign@adobesign.com.

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