Adobe Acrobat Sign App Choosing Wrong Account?

[SBasile]

One of the site's administrators installed the Adobe Acrobat Sign plug-in.  As an administrator, I then connected my HubSpot account to my corresponding Sign Account with the App.

I am able to use the Sign card to create and send Sign documents from HubSpot. (In this case, from a contact). They are show up in my Acrobat sign account as expected. But if I go to the Adobe Sign card on a Deal and select Add from Acrobat Sign, the agreements shown are not from my Sign Account but from the account of the administrator who initially installed the App.

Any help would be appreciated.

[RubenBurdin · Accepted solution]

Hi @SBasile , you’re not imagining it. This behavior is confusing, but it’s actually a known quirk of how the Adobe Acrobat Sign app handles account context inside HubSpot.

What’s happening is that the Adobe Sign integration has two different “scopes” of connection. Sending a document from a contact uses the user-level Adobe Sign authorization, so it correctly reflects your connected Sign account.

The Deal record card, however, relies on the app-level connection that was established when the app was first installed. That installer’s Adobe Sign account becomes the default context for browsing existing agreements on deals, regardless of which HubSpot user is viewing the record.

This is not a permissions issue you can fix with HubSpot user roles alone. It’s how the integration is currently designed. HubSpot treats the “Add from Acrobat Sign” action on deals as a shared app action, not a per-user one, so it pulls agreements from the installer’s Adobe Sign account.

There’s no supported way today to override that behavior or dynamically switch the Adobe Sign account per user on deal cards (https://knowledge.hubspot.com/integrations/connect-hubspot-and-adobe-acrobat-sign )

The practical workaround most teams use is either reinstalling the app using a shared or service Adobe Sign account that everyone expects to see on deals, or standardizing that deals always reference documents sent from that shared account. Individual users can still send documents from their own Adobe Sign accounts, but browsing and attaching existing agreements from deals will stay tied to the installer.

If this is critical for your workflow, I’d strongly recommend submitting it as an Idea. This kind of mismatch between user-level and app-level context is exactly the sort of thing the product team tends to revisit when enough admins flag it. Hope this at least explains the “why,” even if the answer isn’t the one you were hoping for.

[SBasile]

Thanks @RubenBurdin. That clears up the mystery of how it is intended to operate. We'll have to discuss how to move forward.

[Victor_Becerra]

Hi @SBasile ,
Thanks for flagging this — that definitely sounds confusing when the integration behaves differently on contacts vs. deals.

I’m looping in a few community members who’ve worked more closely with the Adobe Acrobat Sign app and may have seen this account-mixing behavior before.

Hi @Brenner_Natal @abhinavsahai @deepikaverma Happy Friday! Has anyone run into a situation where the Adobe Sign card on deals pulls agreements from the installer’s account instead of the user’s connected account? Any guidance or fixes would be greatly appreciated.

Hope we can help get this sorted out for you.
Victor