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brandon_3244
Participant
March 25, 2025
Answered

Error refreshing access token: invalid_request : invalid refresh token

  • March 25, 2025
  • 1 reply
  • 626 views

Hi, I'm receiving the following error in Document Builder when attempting to preview a Word template I am working on:

Something went wrong
Please try again later.
Contact Adobe Acrobat Sign support if this persists.
Error refreshing access token: invalid_request : invalid refresh token
Per initial research, I found articles suggesting that I need to confirm the installed package version and connect the Adobe Sign account to the Salesforce user. I have confirmed both of these shortly before posting here.
In addition, I've scaled down my template to only a few merge fields, saving my Word doc in different file extentions, i.e. .docx vs .doc. I've also confirmed the permissions of my user and the integration user to ensure we have all the permissions possible. 
I'm at a loss as to what I'm missing. If anyone has any suggestions, I'd be grateful to try.
Thank you in advance.
Correct answer Meenakshi_Negi

Hi prithwiraj,

 

I'm sorry about the delay in getting back to you.

 

We have checked your email address linked to your community profile. It shows that you are using the trial version. 

 

If you are using the Acrobat Sign Enterprise plan, please get in touch with our Adobe Sign Enterprise support team to have this checked. They will be able to share the correct information. You may contact them using the steps in the following help document: https://helpx.adobe.com/sign/using/adobesign-support-resources.html.

 

Let us know if you need any help.

 

Thanks,

Meenakshi

 

 

1 reply

Meenakshi_Negi
Meenakshi_Negi
Legend
March 26, 2025

Hi brandon_3244,

 

Thank you for reaching out.

 

Please refer to the information in the following help document: https://adobe.ly/3DViy1s. 

We have checked that you are using the Adobe Sign Enterprise plan. If you have an integration-related question, the experts can best answer it. Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them using the steps in the following help document: https://adobe.ly/42hLiuz.

Refer to the following help document for more information on Acrobat Sign Integration: https://adobe.ly/423SJEe.

 

 

Thanks,

Meenakshi

prithwiraj
prithwiraj
Participant
March 5, 2026

I have the same issue. I followed the steps in your help document, but my issue remains unresolved. Any help would be appreciated.

Meenakshi_Negi
Meenakshi_Negi
Legend
March 5, 2026

Hi prithwiraj,

 

Thank you for reaching out, and sorry for the trouble caused.

 

Please try the suggestion provided in the following help document: https://helpx.adobe.com/sign/kb/error-refreshing-access-token-invalid-request-invalid-refresh-token.html. Check if this helps.

 

Thanks,

Meenakshi

 

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