Editing Customer Experience Team (section)

== Contacting Customer Experience for ActiveCampaign Salesforce Integration Issues ==

Last updated March 17, 2025 at 6:02 PM

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

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

=== Contacting Support ===
If the Salesforce version is up-to-date and your issue persists, please contact our Customer Experience 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 ActiveCampaign 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