Cannot reset a password

We have not all active accounts with EchoSign or the Document Adobe cloud, but when a user attempts to access a contract sent to them by an external reviewer they get the following error message when you attempt to reset the password.

I've discussed this with Adobe Support Chat which were completely useless and sent me on the forums.  I hope that there is someone here who can help you with what seems like a simple question so that we can access this document for review and e-sign.

Text of the e-mail:

Dear customer-,

You have requested to reset your password to Adobe Document Cloud < email address > . However, your username Adobe Document Cloud is disabled. Please contact your Adobe Document Cloud account administrator for assistance.

Thank you

Hello Dougs45960237,

This message occurs when the user who is trying to reset/connect to the account is disabled. Please message me your seat email address with which you connect and the user who has received this email as private message so that I can check my end. Please do not share on public forums.

-Usman

Tags: Adobe Sign

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