Troubleshoot your Salesforce connection

If you're having trouble connecting to the Salesforce API, try these steps:

1. Make sure your Salesforce plan includes API access

Salesforce Enterprise and Unlimited editions automatically have API access. API access can be added to the Group and Professional editions (there may be an additional fee). plans do not include API access. To find out which plan you have, check out this article:  Does my Salesforce plan include API access?

If your Salesforce plan doesn't include API access, you can't connect to Salesforce using the API, but you can still auto-bcc each email to Salesforce. Read more on how to  auto-bcc emails to Salesforce.

2. Check that you are connected to Salesforce

Go to the  Integrations page in your Settings, and check to see that you're connected to Salesforce. Click Connect to Salesforce and enter your Salesforce credentials: email and password. If you are unable to connect, please refresh your browser tab and try again.

3. Check your sync settings

Once you're connected to Salesforce, check to see which events you are logging to Salesforce. You can log sent emails, opens, clicks, downloads, replies, and meeting confirmations. 

If events are not being logged if a recipient does not exist as a record in Salesforce, we recommend using the auto-create feature, which will prompt you to create new contacts or leads if one does not exist. 

If events are not being logged to Opportunities, you may need to un-check the box next to Only sync to Opportunities when I'm the owner.

4. Check for email domains and addresses that are excluded from logging

If you're testing your logging with friends or coworkers, check to see whether their email domain or email address are excluded from logging.

5. Check that your Salesforce Sidebar fields are up to date

Sidebar fields are automatically updated daily. If your Salesforce admin made changes to fields and you don't see those changes in the sidebar, click  Update Salesforce fields in the sidebar to see those changes immediately.

6. Check that you are within your Salesforce API limit

Each Salesforce plan has a limit to the number of API calls that are allowed 1) concurrently within a 20-second period, and 2) within a 24-hour period. The limit is determined by your plan, and whether your organization has purchased additional API calls. Learn more about API limits for standard plans in this article from Salesforce:  API Requests Limits

You can check the API limit in Salesforce for your plan by going to Your Name > Setup > System Overview

Check under API Usage to see the number of API calls you've used. If you're on a new version of Salesforce, navigate to this area by going to Setup > MonitorSystem Overview > API Usage. Note that you may need special admin permissions to see this information. You can also follow the instructions in this article: Does my Salesforce plan include API access?

If you have exceeded your API limit, consider 1) purchasing additional API calls, or 2) refraining from logging opens, clicks, or downloads, as this activity is also available in your Live Feed.

7. Check that the Mixmax app is enabled within Salesforce

You may need to enable the Mixmax app within Salesforce. Here's how:  Enable Salesforce to use the Mixmax app.

8. Custom objects

For information on troubleshooting custom objects please see: Troubleshooting Salesforce Custom Objects

9. Still having trouble?

Our Customer Success team is happy to help! Send us a note at!

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