This error message indicates that the user is attempting an action that is not permitted due to an authority issue on the Adobe Sign side of the equation.
There are two common scenarios where this error is generated:
Adobe Sign for Salesforce (All versions)
During the installation processes, there are three elements that can be the root cause of the access_denied error:
Adobe Sign and Salesforce sync the user in each system by the email address (not the Username value, which can be different in Salesforce).
Trial accounts and Sandboxes can easily create situations where the actual userIDs that are connecting are different than the intended IDs.
Always start troubleshooting access errors by ensuring the userIDs involved are the ones you expect, and that they are correctly provisioned with administrative authority.
Emails must match, and you must be an account admin
The email value in your Salesforce profile dictates the userID that is authenticating the process on the Adobe Sign side.
If you are not enabled as an account administrator, you must be elevated before you can complete the linkage between Adobe Sign and Salesforce.
Only an account admin can elevate your privilege in the system. Contact another Adobe Sign admin (or your success manager) to have your system privilege enabled at the account level.
Generally speaking, Support and Success agents are only allowed to discuss and manipulate the account with a designated account admin.
If you must troubleshoot beyond the user, you still should be an account admin in the system so you can freely engage with the support/success teams.
Your admin userID must be in an account with an enterprise level service plan.
To verify this:
The service plan is listed at the top-right of the My Profile window:
If your Adobe Sign plan is not Enterprise (or Enterprise Trial), then either your userID is in the wrong account, or your account hasn't been upgraded to enterprise yet.
Contact your success manager with your account admin email:
If the user checks out, and your account is an Enterprise plan, then odds are good that your account is in the wrong channel.
Channels grant types of authority to the accounts within their scope. Salesforce requires access to several API settings that are enabled by channel configuration.
Only support or your success manager can correct a channel issue. When you contact support/success, please:
Users of the Adobe Sign for Salesforce integration run into access issues when:
Checking the user in the Adobe Sign system should quickly identify the root issue.
Only an account or group admin will be able to check the userID in Adobe Sign.
If you are not an admin, you will need to relay this process to someone that has the authority to review the users in Adobe Sign.
First, verify the user's email in Salesforce.
To verify a user in Adobe Sign:
If you find the user, double click the row that has the same email value as the Salesforce user. This opens the user properties.
Integrations such as Adobe Sign for Salesforce can only be installed with an Adobe Sign enterprise or enterprise trial service plan.
Developer accounts can install integrations, but must be moved to the correct channel by support/success before they can be activated.