Contacting Support for ActiveCampaign Salesforce integration issues

In this article, we’ll discuss what you can do if you’re experiencing issues with the ActiveCampaign Salesforce integration.

First, make sure you are using Salesforce Lightning (we do not support Salesforce Classic) and that Salesforce is updated to the latest version.

If the Salesforce version is up-to-date and your issue persists, please contact our Support team and provide the following details:

  • Your Salesforce org name or org ID and edition type

  • A description of the issue and where it’s occurring along with screenshots

    • If it’s a sync issue, tell us if it’s from Salesforce to ActiveCampaign, ActiveCampaign to Salesforce, or both. Make sure to provide screenshots for all three sync steps

    • If it's an app access issue in Salesforce, please provide the relevant Salesforce user profile and what AC permission sets are applied to the user 

    • If it’s an automation(s) issue, provide either the name of the automation or the link to the automation, and describe if it’s related to a lead, a contact, or both

    • If it’s a field mapping issue, provide a screenshot of the field mappings from the ActiveCampaign Setup Assistant located in your Salesforce apps 

  • The error message (if applicable) and the steps you took that led up to the error message

  • If relevant, provide a contact that serves as an example of the issue

  • If relevant, create and provide a test contact we can use to test solutions

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