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Salesforce integration: Reauthorize your connection and troubleshoot sync failures

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If contacts or leads stop syncing between ActiveCampaign and Salesforce, you may need to reauthorize the integration. This article explains when reauthorization is needed, how to reconnect in each direction, and how to test the sync before contacting Support.

Take note

  • The user completing reauthorization must have a Salesforce System Administrator profile and the ActiveCampaign Package Manager permission set.
  • If the previously authorized Salesforce user was deactivated, use an active user who meets these requirements.
  • You will also need access to the ActiveCampaign API credentials belonging to your account's Primary Admin when reauthorizing the Salesforce-to-ActiveCampaign connection.

When to reauthorize your Salesforce-to-ActiveCampaign connection

Reauthorization may be needed if:

  • Your ActiveCampaign URL changes (for example, after an account rename).
  • Your ActiveCampaign API token is reset.

Reauthorize the integration

  1. Log in to Salesforce and open the ActiveCampaign Setup Assistant.
  2. Click "Edit" next to "System Connections."
  3. In a separate tab, log in to ActiveCampaign and retrieve the Primary Admin's API URL and key.
  4. On the "API Access" page, enter the ActiveCampaign API credentials in the corresponding fields in Salesforce. "Reauthorize" will change to "Authorize."
  5. Click "Authorize."
  6. Click "Next."

Test the sync after reauthorization

Send one test record from ActiveCampaign to Salesforce to confirm that data is syncing again.

  1. In Salesforce, choose one of these methods:
    • Test a new contact, lead, or person account: Creating a new test record is the preferred method to confirm the sync without affecting existing records.
    • Test an existing synced contact: Choose a contact that has the "ActiveCampaign Id" field populated. Update a mapped field that your integration allows ActiveCampaign to update in Salesforce. Fields that are not mapped will not trigger an update of an existing record.
  2. Allow the scheduled job interval to pass. Jobs start at the top of the scheduled hour for the interval. Allow some time for the jobs to process. Checking the Health Dashboard under the ActiveCampaign App will give an indication of where the job processes are.
  3. Open ActiveCampaign and confirm that the record was created or that the mapped field was updated.
  4. Review the ActiveCampaign for Salesforce Health Dashboard for the latest sync results.

To open the dashboard, go to the ActiveCampaign Setup Assistant in Salesforce, then select the "Health Dashboard" tab.

Take note: A Salesforce integration tag on the ActiveCampaign contact alone does not confirm that the sync completed successfully. Confirm the expected change on the Salesforce record itself.

If the test record does not sync

Before contacting Support:

  1. Check authorization. Confirm that reauthorization completed successfully and that the Salesforce user is active and has the required permissions.
  2. Check the test record. Ensure the status on the test record did not end up as "Duplicate" or "Did Not Meet Sync Criteria" (if using criteria-based sync). If the record was successful, the status will be "Successfully Synced." If an error occurred, the status will remain "Waiting For Next Sync."
  3. Review the Health Dashboard. Check whether the sync failed, partially succeeded, or skipped records.
  4. Check error logs. Error logs can be viewed in the Health Dashboard or the "Error Log" component on the record (this component may need to be configured to appear on the record page).
  5. Confirm the ActiveCampaign Sync job is scheduled.

To confirm the ActiveCampaign Sync job is scheduled:

  • Check the Scheduled Job page from Setup in the Salesforce Org
  • To video this page from Setup, enter "Scheduled Jobs" in the Quick Find box, then select Scheduled Jobs
  • The ActiveCampaign Sync job must be Submitted By an active user within the Salesforce org and has the ActiveCampaign Package Manager permission set, as well as access to all fields mapped across all syncing objects.

To create or recreate the ActiveCampaign Sync job scheduled job:

  • Use the ActiveCampaign App under the Outbound Sync Settings section
  • Click through to the Job Schedule page as the user that will submit and own the scheduled job.
  • If applicable, click Remove Job and follow the wizard. Select the time interval for your scheduled job to run and click Schedule to create a new scheduled job entry

6. Confirm the processing window. Allow for the next scheduled job interval to be invoked.

If the issue continues, contact ActiveCampaign Support and include:

  • The affected contact or lead's record ID.
  • When you submitted the test, including the time zone.
  • Whether you tested a new record or an update.
  • Any error messages or screenshots from the connection setup or Health Dashboard.
  • Any recent changes to the authorized Salesforce user, tokens, or organization domain.
  • The connected Salesforce Organization Id. This is present in the Company Information section of the Salesforce org Setup.

Do not include your API key, password, access tokens, or other sensitive information.

When to reauthorize your ActiveCampaign to Salesforce connection

Reauthorization may be needed if:

  • The Salesforce user who authorized the integration is deactivated.
  • The integration's access token is revoked.
  • The refresh token expires or fails to refresh the connection.
  • Your Salesforce organization's domain URL changes, such as after a Hyperforce migration or domain rename.
  • Your ActiveCampaign URL changes (for example, after an account rename).

Before you begin

The user completing reauthorization must have:

  • A Salesforce System Administrator profile.
  • The ActiveCampaign Package Manager permission set.

Reauthorize the integration

  1. Log in to Salesforce and open the ActiveCampaign Setup Assistant.
  2. Click "Edit" next to "System Connections."
  3. On the "API Access" page, click "Next."
  4. On the "Authorize ActiveCampaign to Salesforce" page, click "Reauthorize."
  5. If prompted, sign in with the active Salesforce user who has the required profile and permission set. Complete the authorization prompts.
  6. Click "Finish."

Test the sync after reauthorization

Send one test record from ActiveCampaign to Salesforce to confirm that data is syncing again.

  1. In ActiveCampaign, choose one of these methods:
    • Test an existing synced contact: Choose a contact with a Salesforce integration tag and update a field in ActiveCampaign to invoke an update to Salesforce.
    • Test a new contact or lead: Send a test contact through the "Create a contact in Salesforce," "Create a lead in Salesforce," or "Create a person account in Salesforce" automation action. This must be a record that has not been synced via an automation action before. Each record can only go through a block once.
  2. Allow up to 15 minutes for the test record to process.
  3. Open Salesforce and confirm that the record was created or that the mapped field was updated.
  4. Review the ActiveCampaign for Salesforce Health Dashboard for the latest sync results.

To open the dashboard, go to the ActiveCampaign Setup Assistant in Salesforce, then select the "Health Dashboard" tab.

Take note: A Salesforce integration tag on the ActiveCampaign contact alone does not confirm that the sync completed successfully. Confirm the expected change on the Salesforce record itself.

If the test record does not sync

Before contacting Support:

  1. Check authorization. Confirm that reauthorization completed successfully and that the Salesforce user is active and has the required permissions.
  2. Check the test record.
    • If you used an automation, confirm that the contact reached the Salesforce action. Records that have already been through a "Create Lead," "Create Contact," or "Create Person Account" automation block cannot be used, as they can only go through a block once.
    • If you updated an existing contact, confirm that the field is mapped and permits updates from ActiveCampaign to Salesforce. Confirm that a Salesforce-related tag is present on the record.
  3. Review the Health Dashboard. Check whether the sync failed, partially succeeded, or skipped records. Also review the available Salesforce API capacity. If any inbound Contact, Lead, or Person Account jobs are present, the system connection is restored and another issue may be surfacing.
  4. Confirm the processing window. Allow the full 15 minutes after submitting the test record.

If the issue continues, contact ActiveCampaign Support and include:

  • The affected contact or lead's record ID.
  • When you submitted the test, including the time zone.
  • Whether you tested a new record or an update.
  • Any error messages or screenshots from the connection setup or Health Dashboard.
  • Any recent changes to the authorized Salesforce user, tokens, or organization domain.
  • The connected Salesforce Organization Id. This is present in the "Company Information" section of the Salesforce org Setup.

Do not include your API key, password, access tokens, or other sensitive information.

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