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towi9999
towi9999
Participant
March 31, 2026
Question

Tokens expiring daily for 2 users out of many after website URL change.

  • March 31, 2026
  • 1 reply
  • 48 views

After many years of successfully being integrated with Adobe Sign, we recently moved our application’s website to a new URL.

Since then 2 users (out of many) at 2 different companies have their tokens expire within the same day - after 1 session and then a pause.

Many other users continue to use the integration successfully without having to clear/reset tokens.

What could be causing the issue for 2 specific users?

    1 reply

    Souvik Sadhu
    Community Manager
    Souvik SadhuCommunity Manager
    Community Manager
    April 1, 2026

    Hi @towi9999,


    Hope you are doing well. Sorry for the trouble with using Acrobat Sign.


    We were experiencing server issues with Acrobat Sign at the time you posted the query.

    Link to the outage annoncement here: Adobe System Status


    The servers are up and running now.


    Would you mind trying the same workflow again and letting us know if it works now.


    Let us know how it goes.


    Regards,
    Souvik

    towi9999
    towi9999Author
    Participant
    April 2, 2026

    No, this appears to be continuing.
     

    We never had a problem before we changed the URL of our website on March 14.

     

    It is still only two users

     

    One user is able to use a private/incognito session, and she doesn't get a problem with expiring tokens when she does that.

     

    When she tried to use a regular session, recently, and got a message that her token had expired and needed to be reset, she reset it and then lost the ability to bring a document that have been previously sent through our interface back into our system through the normal automated method.

     

    When she tried to use a regular session, recently, and got a message that her token had expired and needed to be reset, she reset it and then lost the ability to bring a document that have been previously sent through our interface back into our system through the normal automated method.

     

    Instead, she had to download the completed document from Adobe, and manually updated to our system.

     

    It seems to us that it has to be a local issue for the user and that would mean on their workstation, or their network configuration, or there Adobe sign account set up.

    Meenakshi0101
    Community Manager
    Meenakshi0101Community Manager
    Community Manager
    April 8, 2026

    Hi towi9999,

     

    We are sorry for the delay in response.

     

    This is something that needs to be checked on the backend. As you are using the Acrobat Sign integration, the experts can best answer it. Please contact our Adobe Sign Enterprise support team for the correct information. You may contact them by following the steps in the help document at https://helpx.adobe.com/sign/using/adobesign-support-resources.html.

     

    Let us know if you need any help or experience any issues.

     

    Thanks,

    Meenakshi

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