V4 API returns 401 "Frame user is not linked to an Adobe ID" despite Adobe-managed account

Help
,
1

Hi Frame.io team,

I am setting up a Frame.io V4 API integration for a Team-plan account on next.frame.io, but every API request returns an authentication error that appears to contradict the authentication status shown in our account settings.

Setup

  • Plan: Team
  • Authentication method: Adobe IMS User Authentication
  • Adobe credential type: OAuth Web App
  • OAuth flow: authorization_code

The issue

The Adobe sign-in process completes successfully, and Adobe returns a valid access token.

However, every Frame.io V4 API request returns 401 Unauthorized with the following response:

{
  "errors": [
    {
      "title": "Unauthorized",
      "detail": "Your Frame user is not linked to an Adobe ID. Please refer to https://help.frame.io/en/articles/11758018-connecting-to-adobe-authentication."
    }
  ]
}

I have reproduced this on multiple endpoints, including:

GET https://api.frame.io/v4/accounts
GET https://api.frame.io/v4/me

Why this is confusing

In Frame.io Account Settings > Profile > Authentication, the account already appears to be Adobe-managed.

The email row shows “Manage on Adobe”, and there is no Google or SSO authentication method enabled. The same verified email address is used for both the Frame.io account and the Adobe account.

Based on the UI, the Frame.io user appears to already be linked to Adobe authentication, but the V4 API says that it is not.

Troubleshooting already completed

  1. Followed the Connecting to Adobe Authentication help article from beginning to end.
  2. Confirmed that the Frame.io and Adobe email addresses match exactly.
  3. Confirmed that Frame.io shows the account as Adobe-managed.
  4. Reauthorized the integration multiple times while forcing a fresh Adobe login.
  5. Confirmed that Adobe’s /userinfo endpoint returns the correct verified email.
  6. Confirmed that the access token contains the scopes configured for the OAuth credential.
  7. Retested multiple V4 endpoints, all of which return the same 401 response.

Questions

  1. Is it possible for a Frame.io user to appear Adobe-managed in the UI while the backend Adobe ID association required by the V4 API is missing or incorrect?

  2. Can Frame.io support verify or repair this association? I can provide the Adobe user ID, Frame.io email address, OAuth client ID, token details, and any relevant request IDs privately.

  3. Is there any additional entitlement, configuration, or limitation for Team-plan accounts using the V4 API through Adobe IMS User Authentication?

Thank you for your help.

2

@rosiec hello? I really need this to be resolved. Chat support is no help.

3

@CharlieAnderson @RobertLoughlin looking for some help here.

4

Hi @Editor –

Some accounts that were migrated to V4 early on receive a 401 when using the email scope. If you haven’t tried removing the email scope from your call to IMS, go ahead and give this a try. If you’re still getting a 401, can you include the email and account ID? Feel free to DM me.

Thanks!