Undeliverable returned email on correct email address

[Workbooks25999171c38p]

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?

[mariahweyne]

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

[Meenakshi Negi]

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

[PippaEngland]

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.

[Erika35852560ih6p]

Hello,

Hello. My company is having the same issue. It apparently started on Saturday, March 2nd. adobesign@adobesign and echosign@echosign are already whitelisted. This is something on Adobe's end as it's not showing up in our quarantine program at all. 

[PippaEngland]

I know that our IT big boffins had to dig deep on this one. It has now been resolved but it took a couple of weeks to fix. I'm not sure if Adobe assisted.

Symantec said "We have completed our investigation of the sample that you submitted as a false positive. We have concluded the email should not be classified as spam and have amended our detection engines  accordingly. 
You should no longer experience issues when receiving or sending this email."

[Erika35852560ih6p]

@PippaEngland Any idea what your IT department had to do? 

@Meenakshi Negi 

[PippaEngland]

I've looked back at the emails I have; they didn't really explain it to us but it was more than just checking and adjusting the spam filters. We had to send Adobesign test messages to track what did/didn't get through so they could work it out. 

[andrey_0108]

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.

[Synergist5EB8]

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?

[default23300400r2z4i2]

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

[Meenakshi Negi]

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

[Synergist5EB8]

Hi Meenakshi,

It doesnt seem to affect all recipinets that we send documents to for signature. In fact it's only affected one yesterday and when we re-tried the same address 30 mins later it was received fine. The problem we are having is us receiving notifications of sent and signed agreements. We can send a test agreement to ourselves and it comes through fine, but the notifications to the same address are not being received. I'll private message you with the address concerned.

[Synergist5EB8]

Hi Meenaksi,

Have you managed to make any progress on this? We're still not receivng notifications and we havent made any changes to either our Abobe Sign account or our email system config (Microsoft365). They are still showing as 'bounced and could not be delivered' in 'Events and Alterts' even though all other emails that we have tried are getting through to that address? I private messaged you the address concerned yesterday but haven't heard anything.

[sam_9401]

To add to this, I have been chasing through Adobe support functions for an update. At 9:55pm, 30 April 2025, I received a message from an Adobe Agent saying that the e-signature process had a bug where it was failing to send emails to recipients. It's affecting a large number of users but not all - the agent also said:

"This bug was first reported a few hours ago - for a bug that has impacted multiple users it usually takes 10 - 15 days to get resolved as a general timeline. It will most probably get resolved before that."

This is despite reporting the issue on 28 April 2025.

I keep getting inconsistent responses. Is what the agent told me (as copied above correct) and what is Adobe's suggestion for those impacted that need urgent documents signed?

[Mike24893077detw]

Same here, an update would be greatly appreciated.

[Synergist5EB8]

Just to respond fully to your questions. No we havent made any recent changes to our account of email system.

[Mike24893077detw]

Same here we are getting EMAIL_BOUNCED events for our SENDER and APPROVER participants since yesterday (29/04/2025). The email addresses are also users of Microsoft365.

[sam_9401]

I have had this problem since yesterday. I've had mutliple Adobe agents via the chat function try to help. The starting point always seems to be that it is the end-users fault - however, it is Adobe Sign not sending the emails at all.

I was informed that this is an ongoing issue that Adobe is aware of and working to fix - yet each time I talk to a new agent on chat, they seem completely unaware of the issue.

I have very time critical documents that needed to be signed yesterday, and despite repeated assurances, I still cannot get these signed. Unless it's signed this afternoon, I'm going to have to pay for another e-signing platform that can actually do what I pay for.

[sam_9401]

As an update - I've had no confirmation or updates from Adobe directly (even though I've chased constantly). The issue do appear to have been resolved.

[Synergist5EB8]

Yes, it does appear to be fixed. It would be reassuring if they acknowledged the issue and explained the cause. This approach to support leads to a loss of trust in the provider which I find really off-putting. 

[andrey_0108]

Thx for the update

[andrey_0108]

Can confirm now here it's fixed too. 

[Meenakshi Negi · Accepted solution]

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

[Brett29375978n8sv]

This issue is not fixed, I've had two instances of it happening today.