Troubleshooting

The tile says Finish setup

You connected but didn't confirm your settings, so nothing syncs yet. Click the tile, review the Pull and Push tabs, and click Turn on Salesforce sync.

The connection fails right after signing in

• The approval was cancelled. Connect again and click Allow when Salesforce asks.
• Salesforce blocked the app. Your org may only let approved users connect apps, or the user may not have API access. Ask your Salesforce admin to allow it, or connect as a user who has it.
• Another CRM is connected. An account connects one CRM. Disconnect the other one first.
• "Connected, but we couldn't save it." Reload the page and connect again. If it keeps happening, see Support paused the connection.

"Salesforce needs to be reconnected"

Salesforce refused AdaptClose's access. Usually the access was revoked, or the user who connected was deactivated, frozen or lost API access. The owner reconnects from Account > Integrations. Settings and links stay. See Reconnect for what happens to writes from the gap.

Salesforce also refuses this way once your org has used its daily API requests. Then the message clears on its own the first time a search works after the limit resets. Writes Salesforce refused while the org was over its limit aren't sent again.

A task or note didn't show up

Check these in order:

1. The customer is linked. The customer's page shows the Salesforce record in its Salesforce section.
2. The call is graded. Nothing is posted before grading finishes.
3. The setting isn't Don't send.
4. Sync is on. The tile says Connected, not Finish setup.
5. You're looking in the right place. Tasks are completed, so they're in the record's activity history, not its open tasks. Notes are in the Notes related list.

If Salesforce was busy, AdaptClose retries for a while, waiting up to an hour between tries. If the customer's page says Last push failed, Salesforce refused the write. Common causes:

• The record was deleted, or merged into another one. Unlink the customer and link the right record.
• Notes are turned off in the org, and the setting is Note.
• A validation rule or a required field on tasks blocked it.
• The user who connected can't see the record or create tasks.

A Lead was converted

AdaptClose doesn't follow Lead conversion. Its link still points at the converted Lead. Unlink the customer and link the new Contact, so tasks and notes land where your team looks. The customer then counts as a Contact, and deal updates start the next time its outcome or deal amount changes.

A new customer didn't become a Lead or Contact

• New customers on the Push tab is set to Nothing.
• The customer's rep isn't linked to a Salesforce user.
• The customer was picked from Salesforce, or linked by hand, so it already has a record.
• The customer was added before sync was turned on. AdaptClose doesn't create records for customers added earlier.
• Salesforce refused it. A validation rule, a required field, a duplicate rule or a restricted Lead Source picklist can block it. AdaptClose doesn't try again. Fix the cause and link the customer by hand.

The opportunity didn't change

• The customer is linked to a Lead. Deal updates need a linked Contact.
• The Contact isn't in the opportunity's contact roles. AdaptClose finds opportunities through contact roles, not the Contact's Account. Add the Contact as a contact role.
• No open opportunity. AdaptClose updates the Contact's open opportunity and never creates one.
• It's closed. Won and lost opportunities are left alone unless Reopen a closed opportunity is on.
• No stage change. Stages only change with Update the opportunity stage on and the outcome mapped to a stage.
• The latest outcome didn't change. Updates run when the customer's latest outcome or deal amount changes. A call without an outcome changes nothing.
• Another opportunity changed. With several open opportunities, AdaptClose updates the one that was updated most recently.
• The customer's page says Last push failed. Salesforce refused the update, for example because the stage isn't in that opportunity's sales process, or the user who connected can't edit the opportunity.

Tasks are assigned to the wrong person

The rep isn't linked to a Salesforce user, so tasks are assigned to the user who connected Salesforce. Link the rep from their page in AdaptClose. Tasks already logged keep their owner.

Notes are always owned by the user who connected. Choose Task if results should sit under each rep.

A record doesn't come up in search

• Type at least three characters. Search matches the start of a first or last name.
• When the customer's rep is linked to a Salesforce user, search only covers records that user owns. Make them the owner in Salesforce.
• The user who connected Salesforce can't see the record.
• Leads or Contacts under Pull > Customer lookups may be off.

"That CRM record (or this customer) is already linked"

A Salesforce record links to one AdaptClose customer, and a customer links to one record. If the customer is already linked, unlink it first. If the record is linked to a different customer, use that customer, or unlink it there first.

A rep can't be linked

• "That Salesforce user is already linked to another member." A Salesforce user links to one member. Unlink them from the other member first.
• The user doesn't come up. Only active Salesforce users show in the search.

The stage list won't load

The Push tab says Couldn't load your Salesforce stages. Salesforce couldn't be reached, or the user who connected can't read opportunity stages. Stages you mapped before still show. Reopen the tab to try again.

Support paused the connection

AdaptClose support can pause a connection while they look into a problem. While it's paused, the tile shows Connect, connecting again doesn't lift the pause, and nothing is written to Salesforce. Tasks, notes and new records from the meantime wait, and go out when support resumes it, as long as they're less than 72 hours old. Opportunity updates go out whatever their age. Email support to find out more.

Still stuck

Email support@adaptclose.com with your AdaptClose account name and the Salesforce username shown on the Integrations tile.