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Adobe Acrobat Sign Customer Support Resources

 

Adobe Acrobat Sign Guide

What's New

  1. Pre-Release Notes
  2. Release Notes
  3. Important Notifications

Get Started

  1. Quick start guide for administrators
  2. Quick start guide for users
  3. For Developers
  4. Video tutorial library
  5. FAQ

Administer

  1. Admin Console Overview
  2. User Management
    1. Add a User
    2. Add Users in Bulk
    3. Add Users from your Directory
    4. Add Users from MS Azure Active Directory
    5. Create function-focused users
      1. Technical accounts - API driven
      2. Service accounts - Manually driven
    6. Check for users with provisioning errors
    7. Change Name/Email Address
    8. Edit a user's group membership
    9. Edit a user's group membership through the group interface
    10. Promote a user to an admin role
    11. User Identity Types and SSO
    12. Switch User Identity
    13. Authenticate Users with MS Azure
    14. Authenticate Users with Google Federation
    15. Product Profiles
    16. Login Experience 
  3. Account/Group Settings
    1. Settings Overview
    2. Global Settings
      1. Account tier and ID
      2. Self Signing Workflows
      3. Send in Bulk
      4. Web Forms
      5. Custom Send Workflows
      6. Power Automate Workflows
      7. Library Documents
      8. Collect form data with agreements
      9. Limited Document Visibility
      10. Attach a PDF copy of the signed agreement 
      11. Include a link in the email
      12. Include an image in the email
      13. Files attached to email will be named as
      14. Attach audit reports to documents
      15. Merge multiple documents into one
      16. Upload a signed document
      17. Delegation for users in my account
      18. Allow external recipients to delegate
      19. Authority to sign
      20. Authority to send
      21. Power to add Electronic Seals
      22. Set a default time zone
      23. Set a default date format
      24. Users in Multiple Groups (UMG)
        1. Upgrade to use UMG
      25. Group Administrator Permissions
      26. Replace recipient
      27. Audit Report
        1. Overview
        2. Allow unauthenticated access on the transaction verification page
        3. Include reminders
        4. Include view events
        5. Include agreement page/attachment count
      28. In Product Messaging and Guidance
      29. Accessible PDFs
      30. New authoring experience
      31. Healthcare customer
    3. Account Setup
      1. Add logo
      2. Customize company Hostname/URL    
      3. Add company name
      4. Post agreement URL redirect
    4. Signature Preferences
      1. Well formatted signatures
      2. Allow recipients to sign by
      3. Signers can change their name
      4. Allow recipients to use their saved signature
      5. Custom Terms of Use and Consumer Disclosure
      6. Navigate recipients through form fields
      7. Decline to sign
      8. Allow Stamps workflows
      9. Require signers to provide their Title or Company
      10. Allow signers to print and place a written signature
      11. Show messages when e-signing
      12. Require signers to use a mobile device to create their signature
      13. Request IP address from signers
      14. Exclude company name and title from participation stamps
    5. Digital Signatures
      1. Overview
      2. Download and sign with Acrobat
      3. Sign with Cloud Signatures
      4. Include metadata for Identity Providers
      5. Restricted Cloud Signatures Providers
    6. Electronic Seals
    7. Digital Identity
      1. Digital Identity Gateway
      2. Identity Check policy
    8. Report Settings
      1. New report experience
      2. Classic report settings
    9. Security Settings
      1. Single Sign-on settings
      2. Remember-me settings
      3. Login password policy
      4. Login password strength
      5. Web session duration
      6. PDF encryption type
      7. API
      8. User and group info access
      9. Allowed IP Ranges
      10. Account Sharing
      11. Account sharing permissions
      12. Agreement sharing controls
      13. Signer identity verification
      14. Agreement signing password
      15. Document password strength
      16. Block signers by Geolocation
      17. Phone Authentication
      18. Knowledge-Based Authentication (KBA)
      19. Allow page extraction
      20. Document link expiration
      21. Upload a client certificate for webhooks/callbacks
      22. Timestamp
    10. Send settings
      1. Show Send page after login
      2. Require recipient name when sending
      3. Lock name values for known users
      4. Allowed recipient roles
      5. Recipient groups
      6. Required fields
      7. Attaching documents
      8. Field flattening
      9. Modify Agreements
      10. Agreement name
      11. Languages
      12. Private messages
      13. Allowed signature types
      14. Reminders
      15. Signed document password protection
      16. Send Agreement Notification through
      17. Signer identification options
        1. Overview
        2. Signing password
        3. One-Time Password via Email
        4. Acrobat Sign authentication
        5. Phone authentication
        6. Cloud-based digital signature
        7. Knowledge-based authentication
        8. Government ID
        9. Signer Identity reports
      18. Content Protection
      19. Enable Notarize transactions
      20. Document Expiration
      21. Preview, position signatures, and add fields
      22. Signing order
      23. Liquid mode
      24. Custom workflow controls
      25. Upload options for the e-sign page
      26. Post-sign confirmation URL redirect
    11. Message Templates
    12. Bio-Pharma Settings
      1. Overview
      2. Enforce identity authentication
      3. Signing reasons
    13. Workflow Integration
    14. Notarization Settings
    15. Payments Integration
    16. Signer Messaging
    17. SAML Settings
      1. SAML Configuration
      2. Install Microsoft Active Directory Federation Service
      3. Install Okta
      4. Install OneLogin
      5. Install Oracle Identity Federation
    18. Data Governance
    19. Time Stamp Settings
    20. External Archive
    21. Account Languages
    22. Email Settings
      1. Email header/footer images
      2. Permit individual user email footers
      3. Customize the Signature Requested email
      4. Customize the To and CC fields
      5. Enable Linkless Notifications
      6. Customize email templates
    23. Migrating from echosign.com to adobesign.com
    24. Configure Options for Recipients
  4. Guidance for regulatory requirements
    1. Accessibility
      1. Accessibility Compliance
      2. Create accessible forms with Acrobat desktop
      3. Create accessible AcroForms
    2. HIPAA
    3. GDPR
      1. GDPR Overview
      2. Redact a user
      3. Redact a user's agreements    
    4. 21 CFR part 11 and EudraLex Annex 11
      1. 21 CRF part 11 validation pack
      2. 21 CFR and EudraLex Annex 11 handbook
      3. Analysis of shared responsibilities
    5. Healthcare customers
    6. IVES support
    7. "Vaulting" agreements
    8. EU/UK considerations
      1. EU/UK Cross-border transactions and eIDAS
      2. HMLR requirements for deeds signed electronically
      3. The impact of Brexit on e-signature laws in the UK
  5. Download Agreements in Bulk
  6. Claim your domain 
  7. Report Abuse links

Send, Sign, and Manage Agreements

  1. Recipient Options
    1. Cancel an email reminder
    2. Options on the e-signing page
      1. Overview of the e-sign page
      2. Open to read the agreement without fields
      3. Decline to sign an agreement
      4. Delegate signing authority
      5. Restart the agreement
      6. Download a PDF of the agreement
      7. View the agreement history
      8. View the agreement messages
      9. Convert from an electronic to a written signature
      10. Convert from a written to an electronic signature 
      11. Navigate the form fields
      12. Clear the data from the form fields
      13. E-sign page magnification and navigation
      14. Change the language used in the agreement tools and information
      15. Review the Legal Notices
      16. Adjust Acrobat Sign Cookie Preferences
  2. Send Agreements  
    1. Send page overview
    2. Send an agreement only to yourself
    3. Send an agreement to others
    4. Written Signatures
    5. Recipient signing order
    6. Send in Bulk
      1. Overview of the Send in Bulk feature
      2. Send in Bulk - manual recipients
      3. Send in Bulk - CSV upload
      4. Cancel a Send in Bulk transaction
      5. Add reminders to Send in Bulk
      6. Reporting for Send in Bulk
  3. Authoring fields into documents
    1. In-app authoring environment
      1. Automatic field detection
      2. Drag and drop fields using the authoring environment
      3. Assign form fields to recipients
      4. The Prefill role
      5. Apply fields with a reusable field template
      6. Transfer fields to a new library template
      7. Updated authoring environment when sending agreements
    2. Create forms with text tags
    3. Create forms using Acrobat (AcroForms)
      1. AcroForm creation
      2. Creating accessible PDFs
    4. Fields
      1. Field types
        1. Common field types
        2. In-line Images
        3. Stamp Images
      2. Field content appearance
      3. Field validations
      4. Masked fields values
      5. Setting show/hide conditions
      6. Calculated fields 
    5. Authoring FAQ
  4. Sign Agreements
    1. Sign agreements sent to you
    2. Fill & Sign
    3. Self-signing
  5. Manage Agreements
    1. Manage page overview
    2. Delegate agreements
    3. Replace Recipients
    4. Limit Document Visibility 
    5. Cancel an Agreement 
    6. Create new reminders
    7. Review reminders
    8. Cancel a reminder
    9. More Actions...
      1. How search works
      2. View an agreement
      3. Create a template from an agreement
      4. Hide/Unhide agreements from view
      5. Upload a signed agreement
      6. Modify a sent agreement's files and fields
      7. Edit a recipient's authentication method
      8. Add or modify an expiration date
      9. Add a Note to the agreement
      10. Share an individual agreement
      11. Unshare an agreement
      12. Download an individual agreement
      13. Download the individual files of an agreement
      14. Download the Audit Report of an agreement
      15. Download the field content of an agreement
  6. Audit Report
  7. Reporting and Data exports
    1. Overview
    2. Grant users access to reporting
    3. Report charts
      1. Create a new report
      2. Agreement Reports
      3. Transaction Reports
      4. Settings Activity Report
      5. Edit a report
    4. Data Exports 
      1. Create a new data export
      2. Edit a data export
      3. Refresh the data export content
      4. Download the data export
    5. Rename a report/export
    6. Duplicate a report/export
    7. Schedule a report/export
    8. Delete a report/export
    9. Check Transaction Usage

Advanced Agreement Capabilities and Workflows

  1. Webforms 
    1. Create a web form
    2. Edit a web form
    3. Disable/Enable a web form
    4. Hide/Unhide a web form
    5. Find the URL or script code 
    6. Prefill web form fields with URL parameters
    7. Save a web form to complete later
    8. Resize a web form
  2. Reusable Templates (Library templates) 
    1. US Government forms in the Acrobat Sign library
    2. Create a library template
    3. Change a library template's name
    4. Change a library template's type
    5. Change a library template's permission level
    6. Copy, edit, and save a shared template
    7. Download the aggregate field data for a library template
  3. Transfer ownership of web forms and library templates
  4. Power Automate Workflows 
    1. Overview of the Power Automate integration and included entitlements
    2. Enable the Power Automate integration
    3. Track Power Automate usage
    4. Create a new flow (Examples)
    5. Triggers used for flows
    6. Importing flows from outside Acrobat Sign
    7. Manage flows
    8. Edit flows
    9. Share flows
    10. Disable or Enable flows
    11. Delete flows
    12. Useful Templates
      1. Administrator only
        1. Save all completed documents to SharePoint
        2. Save all completed documents to OneDrive for Business
        3. Save all completed documents to Google Drive
        4. Save all completed documents to DropBox
        5. Save all completed documents to Box
      2. Agreement archival
        1. Save your completed documents to SharePoint
        2. Save your completed documents to One Drive for Business
        3. Save your completed documents to Google Drive
        4. Save your completed documents to DropBox
        5. Save your completed documents to Box
      3. Webform agreement archival
        1. Save completed web form documents to SharePoint Library
        2. Save completed web form documents to OneDrive for Business
        3. Save completed   documents to Google Drive
        4. Save completed web form documents to Box
      4. Agreement data extraction
        1. Extract form field data from your signed document and update Excel sheet
      5. Agreement notifications
        1. Send custom email notifications with your agreement contents and signed agreement
        2. Get your Adobe Acrobat Sign notifications in a Teams Channel
        3. Get your Adobe Acrobat Sign notifications in Slack
        4. Get your Adobe Acrobat Sign notifications in Webex
      6. Agreement generation
        1. Generate document from Power App form and Word template, send for signature
        2. Generate agreement from Word template in OneDrive, and get signature
        3. Generate agreement for selected Excel row, send for review and signature
  5. Custom Send workflows
    1. Custom Send Workflow Overview
    2. Creating a new Send Workflow
    3. Edit a Send Workflow
    4. Activate or Deactivate a Send Workflow
    5. Send an agreement with a Send Workflow
  6. Share users and agreements
    1. Share a user
    2. Share agreements

Integrate with other products

  1.  Acrobat Sign integrations overview 
  2. Acrobat Sign for Salesforce
  3. Acrobat Sign for Microsoft
    1. Acrobat Sign for Microsoft 365
    2. Acrobat Sign for Outlook
    3. Acrobat Sign for Word/PowerPoint
    4. Acrobat Sign for Teams
    5. Acrobat Sign for Microsoft PowerApps and Power Automate
    6. Acrobat Sign Connector for Microsoft Search
    7. Acrobat Sign for Microsoft Dynamics 
    8. Acrobat Sign for Microsoft SharePoint 
  4. Other Integrations
    1. Acrobat Sign for ServiceNow
    2. Acrobat Sign for HR ServiceNow
    3. Acrobat Sign for SAP SuccessFactors
    4. Acrobat Sign for Workday
    5. Acrobat Sign for NetSuite
    6. Acrobat Sign for VeevaVault
    7. Acrobat Sign for Coupa BSM Suite
  5. Partner managed integrations
  6. How to obtain an integration key

Acrobat Sign Developer

  1. REST APIs 
    1. Methods documentation
    2. SDK/Developer Guide
    3. API FAQ    
  2. Webhooks 
    1. Webhook overview
    2. Configure a new webhook
    3. View or edit a webhook
    4. Deactivate or reactivate a webhook
    5. Delete a webhook
    6. Two-way SSL certificates
    7. Webhooks in the API

Support and Troubleshooting

  1. Customer Support Resources 
  2. Enterprise Customer Success Resources 

How to contact Acrobat Sign Support

All support requests must be submitted via an Admin (group or account level) - End-users (in multi-user accounts) must contact their group or account administrators to submit new support requests. Only admins have the authority to request changes to the system. By limiting new case creation to admins only, there is less thrashing to get authorization to begin corrective work.

Administrators can request that other parties be included as contributors to the case by:

  • Including the email address(es) when the support request is created
  • CCing any other users when replying to the case email
  • Forwarding a case email to another user and having them use that email to reply back to the support team

For Adobe Acrobat Sign assistance:

1. Open the Support environment:

  • Navigate to https://adobesign.com/public/login
  • Log in as your administrator userID (Only Admins can submit new cases)
  • Click on the Question mark (?)  link in the upper-right corner of the page
  • Select Contact Support from the drop-down menu
Navigate to the Customer Support sub-menu item

There are two distinct Contact Support experiences:

2. Click the Support  tab

3. Select Create Case

  • Choose Administration for Admin-related queries like SSO, User Sync, tools, etc.
  • Choose Product for a specific product-related query (follow the screens and enter all relevant information - Priority, Product, etc.

Chat and Phone options may also be available

Support tab in the Admin Console

2. Click Start Here under Open a support case

3. Select Support Request

Chat and Phone options may also be available

Support in the legacy Adobe Sign portal

What to include in your case

Each issue requires that you provide some information that allows us to start our investigation.

Below are common support categories with a list of suggested data points that are often needed to quickly isolate what the problem may be:

  • The email of the sending user
  • The original file being uploaded and/or the name of the library template used
    • Were fields added via the in-app authoring tool?
    • Were prefill fields used?
  • A description of the recipient list
    • Number of recipients
    • Roles
    • Authentication types
  • A description of the error/problem (Images if possible)
  • Can the problem be reproduced and with what frequency?
  • The email of the sending user
  • The agreement name
  • The time/date the agreement was sent
  • The email address of the recipient
  • At what point did the signing experience encounter the issue?
  • If the error is related to a field:
    • How was the field applied (Authoring/PDF/Text Tag)?
    • What happened vs what you expected to happen?
    • A copy of the uploaded form or the name of the library template
  • A copy of the uploaded document or the name of the library template
  • The email of the uploading user
  • A description of the issue vs what you are expecting
    • Images if possible  
  • The API holder's email address
  • The sending user's email address
  • A screenshot of the API log with errors
  • A list of any integrations being used (if applicable)
  • The name of the Integration (Salesforce, Dynamics, etc)
  • A description of the unexpected behavior or error message (Images if possible)
  • A description of the workflow leading up to the error
  • Transaction information (if available)
  • The email of the user exhibiting the behavior
  • The original file being uploaded and/or the name of the library template used
    • Were fields added via the in-app authoring tool?
    • Were prefill fields used?
  • Detailed steps to replicate the issue
  • A description of the error/problem (Images if possible)
  • Can the problem be reproduced and with what frequency?
  • Is there a transaction number?

Best practices

Known issues

When accessing the Home or Manage page, the page is entirely blank.

Test: Attempt to load this page: https://documentcloud.adobe.com/

  • If you can not load https://documentcloud.adobe.com/ then you should contact your internal network administration and work with them to unblock the documentcloud.adobe.com domain and any other network domains that your security is filtering.
  • If you can access the above link, contact support

Some recipients may have their Cookie Acceptance banner block the Click to Sign button when they have completed their activities on the agreement.

Recipients will need to accept the cookie notification (either by Customizing their cookie permissions or Enabling all cookies).

Once the cookie requirement is satisfied, the Click to Sign button will be exposed in the same screen location:

Cookie acceptance blocking the Click to Sign button

Common questions: General

Based on the GDPR requirement to obtain user consent before storing data on the user's device, some users may experience one or more requests to enable cookies:

Cookie Request

  • Users accessing Acrobat Sign from the locales enforcing GDPR must enable the core service cookies.
    • Performance and personal advertising cookies can be enabled or disabled by clicking the Customize button.
    • Cookies can be managed at any time by selecting the question mark icon in the upper-right corner of the window and then selecting Legal Notices > Cookie preferences:
Cookie Manager

Whenever the root domain differs on a page redirect, the user is prompted to enable cookies again (for the new domain).

  • Users in accounts migrating to the adobesign.com domain (from echosign.com) may have to configure their cookies twice, as each domain must place unique cookies.
    • Accounts that migrate back to echosign.com may also have to re-enable cookies for that domain.

Users can mitigate this problem by updating their bookmarks to point to the adobesign.com domain instead of echosign.com.

Edit your cookie

Common questions: Email

When a company sets up a domain like "adobe.com," there are DNS records that point all calls to the adobe.com domain at one or more server IP addresses. There are also DNS records for emails that point to the email server/s for that domain.

If Acrobat Sign sent emails from our adobesign.com servers but inserted a "from" email address with a domain that did not match those DNS records, the email domain in the "from" address would not resolve back to that domain's email servers. The receiving email server would identify the email as spam (this is a common way to try to "trick" people into thinking they got an email from a "known good" sender).

As it is not possible to change the sending servers, it isn't possible to change the "from" email value on the outbound emails to anything other than adobesign.com.

Note:

The ReplyTo value is the email address of the user that created the agreement, so replying to an Acrobat Sign email will route back to the creating user.

Common questions: Agreements

  1. Log in to Acrobat Sign and navigate to your Manage page.

  2. Find the agreement you want and select it.

    • The right rail opens to show the actions available.
  3. Download the Audit Report to your local system.

    Download the audit report

  4. Open the downloaded PDF.

    • The Transaction ID is at the top of the page in the gray header box.
    Transaction ID

Common questions: E-signatures

Account and group-level administrators can configure the e-signature field to add or remove the blue signature line and the underlying name/date text of an e-signature.

The blue line can also be configured to shorten to better fit the provided signature.

These options can be configured in the Signature Preferences section of the Acrobat Sign admin menu.

More details can be found here >

Configure well formatted signatures

Note:

If the signature provided by a recipient is an image, the blue signature line and the underlying name/date text is not present.

Common questions: Users/Admins

  • For accounts that log cases in the Adobe Admin Console, go here >
  • Accounts that log support requests in the legacy Acrobat Sign portal:
    • Log in to Acrobat Sign.
    • Mouse over your user icon in the upper-right corner and select Profile Settings from the pop-down menu.
    • On your My Profile page, mouse over the question mark next to your Group Name.
      • A pop-out balloon with the names of all administrators for your group is displayed (both group and account level).
        • Clicking any name opens an email with the address of that person automatically added.
Find your admin in Adobe Sign

Common questions: API/Webhooks

Webhooks that record too many failures in response will automatically disable themselves and notify the customer admin or webhook owner.

When these emails are delivered can be customized to better fit the customer's needs. Three settings govern this function:

  • Warning threshold - How many hours must pass after the first failure before a warning email is sent? (Default is 36 hours)
    • After crossing the warning threshold, a warning email will be sent every time the webhook fails (until it is disabled).
  • Max duration - How long should the webhook be allowed to fail (after the first failure) before it is deactivated (Default is 72 hours)?
    • After crossing the max duration threshold, the webhook will be disabled upon the subsequent failure, and an email will be sent.
  • Max failure count - How many times must the webhook fail (consecutively) before disabling the webhook? (Default value is 1)
    • After crossing the max failure count threshold, the webhook is disabled, and an email is sent.

The timer and counter rest as soon as the webhook successfully replies.

Webhook email notifications

Who the emails are delivered to is dependent on the scope of the webhook.

If the primary contact isn't available, the secondary contact is notified:

Scope of Webhook

Primary contact

Secondary Contact

Account

Account Admins

The Webhook creator

Group

Group Admins

Account Admins / The Webhook creator

User

The Webhook creator

--

Agreement

The Webhook creator

--

Contact your Success Manager (or open a Support case) to customize the notification thresholds.

Common questions: Workflows

When editing a workflow,  a Server error message is triggered if one or more of the documents included have fallen out of scope:

Document Scope error - Designer

Senders attempting to use a workflow with this problem trigger an error message that indicates the workflow contains documents that are out of scope:

Document Scope error - Sending

This error means the workflow has lost the authority to use one or more of the attached library templates. Most commonly, this happens when the template access permissions are changed from allowing the account or group access to limiting access to the owner.  

Admins should cancel out this error message rather than reload the page.

 

To correct the error:

  • The owner of the template should edit the template permissions to be available to the account/group that the workflow is bound to
  • The workflow owner can replace the template with one with the appropriate permissions. To do this, cancel the error condition, edit the workflow, and replace the document.

 Adobe

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The Creativity Conference

Oct 14–16 Miami Beach and online

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The Creativity Conference

Oct 14–16 Miami Beach and online