How to troubleshoot Salesforce sync issues with SourceLoop

Salesforce sync issues fall into a handful of buckets. This checklist runs through them in order so you can get from “something’s off” to a working sync in under fifteen minutes.

Before you start

Have these tabs open:

• SourceLoop’s Salesforce card at Setup -> CRM -> Salesforce
• Salesforce’s Connected Apps OAuth Usage page (Setup -> Connected Apps -> Connected Apps OAuth Usage)
• The most recent Sync log entry on the Salesforce card (three-dot menu)

Step 1: Check the connection status

1. Open Setup -> CRM -> Salesforce in SourceLoop.
2. Look at the card:
   • Connected + recent Last sync → healthy
   • Connected + stale Last sync (>1 hour) → stuck
   • Token expired → reconnect needed
   • Disconnected → run connect flow

Step 2: For ‘Token expired’ / ‘Disconnected’

1. Click Reconnect.
2. Sign in to Salesforce (production or sandbox, matching the toggle on the card).
3. Authorise the scopes.
4. You’re returned to SourceLoop, card flips to Connected.

If reconnect fails:

• “User not authorised” → the user authorising doesn’t have API access (Profile -> Administrative Permissions -> API Enabled).
• “insufficient_access_or_readonly” → the user’s profile doesn’t have Modify All Data; either grant it or reconnect with a System Administrator.
• “Session expired or invalid” → Salesforce session timeout. Sign in fresh and retry.

Step 3: For a stuck sync

1. Open the Salesforce card’s three-dot menu and click Sync log.
2. Common errors and fixes:
   • INVALID_SESSION_ID → token expired between cycles. Click Reconnect.
   • REQUEST_LIMIT_EXCEEDED → daily API call quota hit. SourceLoop backs off; the next day’s quota refreshes automatically. Mid-day fix: have a Salesforce admin check daily API usage at Setup -> System Overview, and look for other tools consuming the quota.
   • API_DISABLED_FOR_ORG → API access turned off org-wide. Re-enable in Setup -> Profiles or Permission Sets.
   • INVALID_FIELD_FOR_INSERT_UPDATE → a mapped field doesn’t exist or isn’t writable. See the FAQ above.
3. To force a sync immediately, click Resync now.

Step 4: For missing records

If Leads, Contacts, or Opportunities aren’t appearing in SourceLoop:

1. Email mismatch. SourceLoop matches by email. Confirm the record has an Email value and that it matches what SourceLoop captured.
2. Pre-connection records. Initial sync only pulls records modified after the connection date. Run Initial sync from the three-dot menu to pull everything.
3. Sharing rules / OWD. The connecting user must have Read access to the record. Test by viewing the record as that user; if they can’t see it, neither can SourceLoop. Either change OWD or grant the user broader sharing.
4. Org-Wide Defaults. If your org sets Lead Public to Read-Only, the connecting user needs to be in the right role hierarchy. The fastest fix is connecting with a System Administrator user.

Step 5: For ‘fields not writing’ (records sync in but properties stay blank)

1. Outbound sync is enabled on the Salesforce card.
2. Field-Level Security. Open Salesforce Setup -> Profiles -> [user’s profile] -> Object Settings -> Lead, and confirm Edit access on every sourceloop_* field. Apply the same on Contact.
3. Field Mapping tab has at least one outbound mapping; direction is outbound or bidirectional.
4. Field exists. Use Salesforce’s Object Manager to confirm the target field (e.g., sourceloop_first_source__c) exists on the Lead object.
5. Validation rules. If a validation rule is rejecting the write (e.g., requires a non-empty LeadSource first), the sync log will show it. Either adjust the validation rule or pre-populate the required field.

Step 6: For ‘auto-create of sourceloop_* fields failed’

If the initial sync runs but SourceLoop didn’t auto-create the custom fields:

1. The connecting user needs Customize Application permission (in addition to Modify All Data). Without it, SourceLoop can’t deploy custom fields via the Metadata API.
2. Either grant the permission temporarily, reconnect with a System Administrator, or create the fields manually:
   • In Salesforce: Setup -> Object Manager -> Lead -> Fields & Relationships -> New.
   • Pick Text(255) for source / medium / campaign / content / term, Text(1000) for landing page.
   • Field API name should match what SourceLoop expects (visible in SourceLoop’s Field Mapping tab as the “external_field”).
3. Repeat for the Contact object so attribution survives Lead conversion.

Step 7: For sandbox / production confusion

If you connected the wrong environment:

1. Open the Salesforce card and click Disconnect in the three-dot menu.
2. Toggle the Sandbox setting to the correct state.
3. Click Connect.

Sandbox connections and production connections are separate records in SourceLoop. Data synced from one isn’t shared with the other. Most teams keep both connections active, sandbox for testing the mapping, production for real data.

Step 8: How to disconnect

If you need to fully remove the Salesforce integration:

1. Open the Salesforce card in SourceLoop.
2. Click the three-dot menu and select Disconnect.
3. Confirm.

SourceLoop stops syncing immediately and revokes the OAuth token from its end. Your SourceLoop data stays intact, only future Salesforce syncs are paused.

To fully remove SourceLoop on Salesforce’s side too (recommended for cleanup):

1. Go to Salesforce Setup -> Connected Apps OAuth Usage.
2. Find SourceLoop in the list.
3. Click Revoke.

This invalidates any cached tokens on Salesforce’s end.

When to email support

If you’ve worked through the checklist and the sync is still broken, email [email protected] with:

• The Salesforce card’s current status
• The most recent error from the sync log (verbatim)
• Your Salesforce instance URL (visible on the Salesforce card)
• Whether you’re connected to sandbox or production
• Approximate time the issue started

We’ll dig in and respond within one business day.