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Hello! We’re using Zapier to connect our website’s form to Docusign, and conditionally send out envelopes to users who fill out a form. We’re running into issues where the connection between Zapier and Docusign expires regularly, causing our envelopes to not be sent. The exact error we’re getting in Zapier is “Unable to fetch refresh token: invalid_grant”

 

Reaching out to Zapier support, they responded with:

Based on Docusign's documentation, it uses a default value of 720 hours (30 days) for token expiration. This means that if you've obtained the token by logging into your account, it will expire in 30 days from the first login. fHere is the link to Docusign's documentation for your reference](https://developers.docusign.com/docs/web-forms-api/plan-integration/expirations-timeouts/)
 
Here's what I recommend: Reach out to Docusign support to verify if there are any settings to extend the time period for token expiration within the Docusign app.

 

Is there any way to do as they suggest and extend the time period for token expiration? 

 

Thank you for your help!

Hello @JulieBarkun , 

Thank you for reaching out here in the DocuSign Community. 

Docusign does not own any integration with Zapier therefore they would be in the best position to assist. With that said, the expiry of the assertion is set by your integration not by DocuSign.
As you will see in the following document will show you how to get a JWT token with a JWT assertion: How to get an access token with JWT Grant
This would be the way your integration gets their token in the background.

Let us know if you need further assistance with this.

 

Best regards, 

Nathaly | DocuSign Community Moderator 

"Select as Best" below if you find the answer a valid solution to your issue!

Thanks for the response @nathaly.monge ! I sent your reply back to Zapier support, and it turns out that this is a bug experienced by other Zapier users. There’s no ETA on a fix, but if anyone else runs into this issue (without an obvious cause such as resetting usernames/passwords), they should also reach out to Zapier support so they know that more people are experiencing the bug.

Hello @JulieBarkun , 

Thank you for reaching back and providing an update on what Zapier informed you, I hope you have a great day!

Let us know if you need further assistance with this.

 

Best regards, 

Nathaly | DocuSign Community Moderator 

"Select as Best" below if you find the answer a valid solution to your issue!

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