Why Can't I Add a User to My Adobe Sign Account?

Last update: Apr 06, 2023.

Why can't I add someuser.last@somedomain.com as a user to my Adobe Sign account?

This is likely a "privacy issue." In most cases, you are adding a user with an email on your company's domain, and this is generally not an issue if that person has never yet sent or signed an Adobe Sign agreement using that email address. If they have, though, because we don't know what it was that they may have signed or sent that's associated to that email address, we can't just add that user to the "corporate" account.

If you think about this, in some scenarios, they may have signed something of a personal nature. They should NOT have used their corporate email address for this, but it's possible that they did it without thinking about the consequences. Once they're added to the corporate account, at minimum, administrators can run reports that show at least the agreement name in that report. This could be a HIPPA or other data privacy violation.

For these reasons, we do not allow admins to add "PENDING" (users that have signed something) or "ACTIVE" (users who are already senders in some other account) to their business/corporate account "automatically."

How do we handle this?

You will need to open a case with support, and they can work with that person directly. In most cases, this will mean they need to change the email address associated with the existing user to one of their own "personal" email addresses (yahoo, google, outlook.com, etc.). Once this is done, the admin of the corporate/business-related account will be able to add them as "net new" in that account.