Open your Salesforce profile and copy your email value to a notepad.
Last updated on
4 Jun 2025
Adobe Acrobat Sign Authentication Error: access_denied
Adobe Acrobat Sign Authentication Error: access_denied error can occur while installing the Adobe Acrobat Sign package or when a user sends an agreement through the Acrobat Sign for Salesforce integration for the first time. This error indicates that the user lacks the necessary permissions for the action.
To resolve the authentication error issue, run the following troubleshooting steps:
Step 1: Ensure that the Acrobat Sign User ID is correct and unrestricted
For seamless synchronization between Acrobat Sign and Salesforce, ensure email addresses match, and verify userIDs with the correct administrative authority. Copy your email from Salesforce profile to a notepad for this process. To do so:
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Log into Adobe Acrobat Sign using the same email address.
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If you cannot log in, select I forgot my password and establish a new password.
If you can't reset your password, or you still cannot log in once the password is reset, contact your success manager to assess your user in the Adobe Acrobat Sign system. -
From the left panel, select Account > Users.
If you don't have an Account tab, then you are not an account admin. Contact another Adobe Sign admin (or your success manager) to have your authority elevated. -
Double click the user (that matches your email address) to open the user properties.
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Check the email value to verify the user.
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Verify that the user is enabled as an account administrator.
To link Adobe Acrobat Sign and Salesforce, ensure you're an account admin. If not, contact another admin or your success manager to elevate your privilege for system linkage.Note:If you don't find the user at all, then the user is likely in another group or account.
- You can try to create the user to move the user to your group/account.
- If you cannot create the user, contact your success manager and provide them with the email address of the user
Step 2: Verify that the Acrobat Sign account of the User ID is configured as an enterprise account
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From the top menu, select Account.
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From the left panel, select Personal Preferences > My Profile.
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At top-right of the My Profile window, verify the service plan.
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If your Adobe Sign Plan is not Enterprise, then either your userID is in the wrong account, or your account hasn't been upgraded to enterprise yet.
To fix this, email your success manager with your account admin details. Specify you're installing the Salesforce package, provide your SFDC admin's email, and mention the issue with your Adobe Sign login, indicating it doesn't seem to be on an Enterprise plan. Request the agent to verify that the account is in the proper channel.
Step 3: ENSURE THAT THE ACROBAT SIGN ACCOUNT IS ASSOCIATED WITH RIGHT CHANNEL
For channel issues, reach out to Customer Support or your success manager. When contacting them:
- Use the email address linked to the Adobe Sign account admin.
- Confirm user check and correct service plan.
- Include error details and actions triggering the error.
Step 4: Verify that the Acrobat Sign userID has authority to Send agreements
If you find the user, double click the row that has the same email value as the Salesforce user. On the User properties page that opens:
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Verify the Status of the user is Active.
- If the status is Inactive, the user must be re-activated.
- If the status is any other value, the user will need to reset their password.
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Verify that the user can send documents.
- If the user is not enabled for sending documents, enable them.
Note:
Adobe Acrobat Sign for Salesforce requires an Enterprise service plan. Developer accounts can install integrations but need support or success assistance to be moved to the correct channel for activation.
