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

Salesforce Enterprise and Unlimited editions include API access automatically. You can add API access to the Group and Professional editions (there may be an additional fee). Force.com plans do not include API access. To find out which plan you have, check out 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. To learn more, see auto-BCC emails to Salesforce.
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Make sure your Salesforce account has API access enabled. This setting needs to be enabled by a Salesforce administrator.

Go to the Integrations page in Settings and confirm you're connected to Salesforce. Click Connect to Salesforce and enter your Salesforce credentials (email and password). If you cannot connect, please refresh your browser tab and try again.

If the Integrations page says you're connected but also shows a Salesforce isn't syncing warning, Salesforce is blocking Mixmax for your account. This happens when your Salesforce admin only lets admin-approved users use the Mixmax connected app, and your Salesforce user hasn't been approved yet. Until you're approved, your emails and meetings won't be logged in Salesforce.

To fix it, ask your Salesforce admin to approve the Mixmax connected app for your Salesforce profile or permission set. They can follow the steps in Approving users for the Mixmax connected app.

Once you're approved, syncing resumes automatically, and you don't need to reconnect. The warning can take up to a day to disappear, since it clears after Mixmax's daily sync. Emails and meetings you weren't able to log while you were blocked won't be logged later.

Once you're connected to Salesforce, check to see which events you are logging into Salesforce. You can log sent emails, opens, clicks, downloads, replies, calls, meetings, and Mixmax Tasks.

Activities aren't logged if a recipient doesn't exist as a record in Salesforce, so we recommend using the auto-create feature, which prompts you to create new contacts or leads if one doesn't exist.

If activities are not being logged to Opportunities, you may need to uncheck the box next to Only sync to Opportunities when I'm the owner.

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

Sidebar fields are automatically updated daily. If your Salesforce admin made changes to fields and you don't see them in the Sidebar, go to Role or Individual settings under Salesforce Field Settings and click Get latest fields to refresh the fields.

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. Your plan and whether your organization has purchased additional API calls determine the limit. Learn more about API limits for standard plans in this Salesforce article: API Request Limits.

You can check your plan's API limit in Salesforce by going to Your Name > Setup > System Overview.

Check API Usage to see how many API calls you've used. If you're on a new version of Salesforce, navigate to this area by going to Setup > Monitor > System Overview > API Usage. You may need special admin permissions to see this information. You can also follow the instructions in 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.

Mixmax can only sync emails to a Lead or Contact if Salesforce has a record with the same email address.

Mixmax does not accept email address fields with other names, such as "Email address," "E-Mail," or "Preferred email."

By default, unless Salesforce Real-Time sync is enabled, it can take up to 30 minutes for a newly created record to sync to Mixmax. Mixmax can only sync activities to Salesforce records that have been synced to Mixmax.

Check enabled fields in your settings. The fields available in the sidebar are configured for each object type in your Mixmax CRMs and Live Feed settings.

​When was the field created? Mixmax syncs new fields daily. If your Salesforce admin made a change in Salesforce, you can manually re-sync available fields using the Get latest fields button in the CRMs and Live Feed settings.
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This is likely related to an assignment rule setup in Salesforce. You can ignore assignment rules for created/updated records in Mixmax by unchecking Run default assignment rule when creating or updating leads in your CRMs and Live Feed settings.
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Roles allow Mixmax Workspace administrators to set Workspace-wide rule policies. If you cannot see your Salesforce settings in your CRMs & Live Feed settings, contact your Mixmax administrator to update them.

You can view a complete log of activity syncing to Salesforce in the CRMs & Live Feed section of your personal settings. This log shows details of each synced activity and explains why an activity was filtered or if an error occurred.

For information on troubleshooting custom objects, please see Salesforce Custom Objects.

Some issues come from Mixmax, and some come from how your Salesforce org is set up. Here's who typically helps with what.

Mixmax Support typically helps with:

Your Salesforce admin typically owns:

Most issues are resolved fastest when Mixmax Support and your Salesforce admin work together. When you contact Mixmax Support, include the date and time of the affected activities (with your time zone) and a few examples, such as entries from your Salesforce sync log.