urgent - signed agreement vanished - cannot locate in acrobat sign after signing

[veronika_3169]

hi everyone,

i’m at my wits’ end and need real help from people who actually understand adobe acrobat sign, because adobe’s own support has just sent me in circles.

the situation

• earlier today (around 5 pm et) i received an adobe acrobat sign agreement
• i opened it from the email sent to veronikadbecker@gmail.com and completed my signature without any errors
• after signing, the service said the document was “signed” and bounced me back to a login page
• since then i have not been able to see the agreement anywhere – not in the browser, not in the desktop trial i just activated, not in the iphone app, and not in assets.adobe.com
• no confirmation email with a pdf came through (yes, i checked spam)

but to be clear – i do have the document downloaded. it exists. i signed it. i did not imagine this. adobe processed it. and now the system seems to pretend it never happened.

what i have already tried

1. logged in with the exact same gmail address used to sign
2. reset the adobe id password, disabled google o-auth, and logged in directly
3. tested chrome, safari, and firefox on mac plus the acrobat sign iphone app
4. activated the 7-day acrobat pro trial in case a “plan” was required to view the file
5. looked through every folder under assets.adobe.com and adobe cloud storage – usage shows 0 files
6. followed every “manage agreement” help article adobe links in chat – no manage tab ever appears
   
   

why i’m angry

• adobe’s virtual assistant kept demanding that i buy a plan before i could even talk to a human
• Krishna, the support agent i was eventually connected with, kept repeating the same “check the manage page” instructions even after i explained clearly that this page doesn’t exist on my account and provided screenshots
• when nothing worked, i was told to “post on the community forum” rather than have anyone on the support team escalate or open an internal ticket
  
  
  

what i need

• a concrete path or direct link to locate or recall an agreement that must exist somewhere on adobe’s servers (there are two more signers waiting, i can provide their emails just in case)
• clarity on whether it is normal that a signer with no paid plan cannot see their own signed document - if that’s the case, adobe needs to make that clear upfront
• a way to cancel or void the signature immediately, before the other parties sign it – i need to stop this process from going further until it’s resolved
  
  

i’m happy to provide timestamps, document name, and screenshots. i’ve already uploaded several in chat. i’ve tried everything i could think of – and i just need a human who understands how the backend works to step in and help.

thanks in advance to anyone who actually knows what to do.
and adobe, please - this was not support. this was a script loop.

[Meenakshi Negi]

Hi veronika_3169,

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

If you received the document for signature, it should be available in your Acrobat Sign account. The document gets saved in the Acrobat Sign server once signed. You may check the document by signing in to your Acrobat web account, if you created one with that email address. Otherwise, you can ask the sender to share a copy of the document. Please use the steps suggested below:

- Open the link: https://adobe.ly/4eCm3ru

- Sign in using your Adobe ID or the email address on which you received the document.

- Go to the Documents tab.

- Scroll down the left-hand pane till Agreements.

- Under Agreements, you can view the folder for your signed agreements.

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

Thanks,

Meenakshi

[veronika_3169]

Hi Meenakshi,

Thank you for your response and the detailed instructions.

Unfortunately, I still don’t see the document in my account under Agreements. I’ve followed the steps and signed in with the email address I used to sign the document, but it’s not showing up.

Is there anything else I can try? Or would it be possible for the sender to re-share the document?

Thanks again for your help,
Veronika Becker

[Meenakshi Negi]

Hey veronika_3169 ,

Please let us know if you see other documents, and only this particular one is not visible.

If the sender has removed the document from their account, it may not be available for you as well. As you have a free account, we suggest always keeping a copy of the document once you have signed and filed it. You can also ask the sender to share a copy of the document with you. They can share it via email. However, it is not possible to share it through the account. 

Thanks,

Meenakshi