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Recipient do not get option to review and sign - Adobe Sign

New Here ,
Jan 20, 2020

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Sign is OK with one exception - the same recipient repeatedly has no 'review and sign' button on the email they receive and no way of signing documents. As far as I know this only affects them. They are the single signer on the documents and have been assigned a signature field. Any suggestions as to what might be responsible?

 

 

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Adobe Sign forms, How to sign, Manage documents

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Recipient do not get option to review and sign - Adobe Sign

New Here ,
Jan 20, 2020

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Sign is OK with one exception - the same recipient repeatedly has no 'review and sign' button on the email they receive and no way of signing documents. As far as I know this only affects them. They are the single signer on the documents and have been assigned a signature field. Any suggestions as to what might be responsible?

 

 

[Title renamed by the moderator]

Topics

Adobe Sign forms, How to sign, Manage documents

Views

195

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New Here ,
Jan 21, 2020

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I'm having the sames problem.  Just one recipient using Office 365 cannot see the button in the email they receive.  When i send a reminder to that person, the button is there in the reminder email.

Any help would be approeciated please as it's quite embarassing, not to have an adequate explanation for the client.

 

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Adobe Employee ,
Jan 21, 2020

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Hi there,

 

As you have mentioned above, the receivers do not get an option to review and sign the Adobe Sign form in the email received.

Would you please check with the users if they are exepreincing this issue only with the documents sent by you or with other documents as well?

Also, please confirm the Adobe Sign account type they are using.

 

We will be waiting for your response.

 

Regards,

Meenakshi

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New Here ,
Jan 23, 2020

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We use Adobe Sign with many clients and have only one client that reports not being able to see the link in the email to take him to the document review and sign page.

When he receives the reminder it is there and works fine.

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New Here ,
Jan 23, 2020

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Same for us - just one client. 

<Would you please check with the users if they are exepreincing this issue only with the documents sent by you or with other documents as well?

Just our documents

<Also, please confirm the Adobe Sign account type they are using.

They aren't using an Adobe Sign account - they're receiving Sign documents from us. We are using Sign and document cloud (as part of Creative Suite?)
I've just sent a reminder to see if that works for us too.

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Community Beginner ,
Jan 23, 2020

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I have sent various form documents to my other email addresses and even signed different names with the same result.   Signatures on top of one another; you can see both one just mm to the right of the other.

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New Here ,
Jan 23, 2020

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The reminder email worked. 
So why isn't the original email showing the review and sign button?

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New Here ,
Jan 29, 2020

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We are having the same problem.  There have been 2 clients that haven't been able to open a document to 

sign as the 'Review and Sign' button is not in the email.

Other clients have not had this problem.

Tried to do a Support Chat without any luck.  Also tried to ring a support line which was given by the chat person only to get a messsage saying the number is not connected.

This also seems to have happened since the recent update. 

Please find a solution!

 

We have just noticed the 2 recipients with this problem have 'westnet' email addresses.  Could this have something to do with the problem???

 

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New Here ,
Jan 29, 2020

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Yes, this is definitely a recent problem - we hadn’t come across it
previously. And we also have been unable to obtain any customer support.
Unfortunately, Sign is not a reliable electronic signing solution at
present.
--

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Adobe Employee ,
Jan 30, 2020

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Hi All, 

 

Thank you for putting this on our radar, and apologies for any inconvenience.

 

To investigate each occurance - could you please get in touch with our dedicated Adobe Sign Support Team and share:

*Name of agreement

*Time sent

*Email address of recipient

*Email address of sender (if not your own)

 

Please do not share personal details on the Adobe Sign Forum.

 

In the meantime, as a work-around, could you please go to the Adobe Sign portal, and send a reminder to the recipients experiencing the error? They should in principle receive an email with a link which they should be able to use to access the document. 

 

Let me know if this works, or if you have any more questions. 

 

Kind regards, 

 

Marian 

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New Here ,
Feb 04, 2020

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Thanks Marian,

I have sent through these details in a Case that was set up and is with Adobe Customer Care.

Can you please let us know if this is being looked at and when it will possibly be resolved as it is becoming quite and issue for us and our clients.

Sending the initial document and then sending a reminder so they can access it is not very professional.

Thank you.

Sue

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