Troubleshooting Campaign Monitor for Salesforce

In some situations Campaign Monitor for Salesforce fails to work as expected. The most common issues reported, and their solutions, are listed below.

Salesforce administrator access is required to carry out the instructions below. This help topic is based on the Spring '17 release of Salesforce, using the Salesforce Classic interface.

On this page:

Note: If none of these solutions solve your problem, you can also try resetting by reimporting your data. If you need further assistance, please contact support.

"Something went wrong!"

If you've seen the "Something went wrong!" message, one of two things have occurred:

"No Campaign Monitor User Found" or "Connection error"

This error message is typically caused by a non-admin Campaign Monitor user who hasn't verified their account.

Too many batches running

If you've seen the message "There are currently too many batches running", you have exceeded Salesforce's limit for simultaneous batch operations. There are two ways to address the issue:

  • Try again later, after other batches have completed.
  • Reschedule other jobs/batches to be less frequent, or run at less busy times.

To check what batches are running:

  1. In Salesforce, near the top right of the screen, click Setup.
  2. On the left in the "Quick Find" search box type apex jobs.
  3. Below "Jobs", click Apex Jobs.
  4. Check the "Status" column to see which jobs are queued, processing or preparing, as these count against your limits.

Data isn't syncing

Below are the most common reasons that data may not be syncing.

Salesforce to Campaign Monitor

  • A contact or lead's email may be on your Campaign Monitor suppression list, preventing them from being added to a subscriber list.
  • Your contact or lead is missing an email address, or the email address isn't stored in the primary "Email" field.
  • An automatic subscription rule is invalid.
  • Salesforce is processing something else and has not yet synced the data across.

Campaign Monitor to Salesforce

  • Your Salesforce instance may have run out of storage space.
  • An error may have occurred. In the "Campaign Monitor Admin" app, check the "Messages" tab.

"Trying to access your account?"

When using the Campaign Monitor tab in Salesforce, you may see this screen instead of your Campaign Monitor account:

To resolve the issue, log in to your Campaign Monitor account outside of Salesforce. Alternatively, you can try clearing your browser's cache.

Verified Campaign Monitor accounts

All Campaign Monitor accounts need to be verified before they can be linked to Salesforce. Please search your email inbox, including your junk or spam folder, for an email from Campaign Monitor that includes a link to "activate your account". If you can't find the email, please contact support.

Campaign Monitor app missing from the app launcher

If "Campaign Monitor" and "Campaign Monitor Admin" are missing from the app menu in Salesforce, your account may have expired, or been suspended. The most common reason for this is an issue with your subscription payment.

To check the status of your account:

  1. In Salesforce, near the top right of the screen, click Setup.
  2. In the "Quick Find" search box type installed packages.
  3. Below "Build", click Installed Packages.
  4. Next to "Campaign Monitor for Salesforce" or "Premium - Campaign Monitor for Salesforce", check the "Status" and "Expiration date" columns.

Reset imported data

For maintenance or support reasons, or after changing some settings, sometimes you will need to remove the data that Campaign Monitor for Salesforce has imported, then reimport it.

To do so:

  1. In Salesforce, click the app menu and select Campaign Monitor Admin.
  2. Click the Advanced Settings tab.
  3. Below either "Configuration Data", "Subscriber List Members" or "Tracking Data", click Run.