Fixing Salesforce sync errors
When a lead can't sync to Salesforce, it shows up in Integrations → Salesforce → Reconciliation, grouped by error type. This article covers each error category — what it means and how to fix it.
If you got here by clicking the ? icon next to a Reconciliation error, the section below matches your error type. Jump straight to it.
New to Reconciliation? Read the Reconciliation overview first — it explains the tab, the icons, the fix-it drawer, and how retry works. The article below assumes you know that vocabulary.
Authentication errors
What you'll see: "Connection authentication credentials were incorrect at sync."
What it means: Mobly's Salesforce connection isn't authorized anymore. This usually happens when the user who connected Salesforce had their password changed, was deactivated, lost API Enabled permission, or had MFA enforced — or when Salesforce expired the OAuth token.
Fix it:
Go to Integrations → Salesforce → Connect
Re-authorize the connection through Salesforce's OAuth flow, ideally with a Salesforce user who has API Enabled, the relevant object permissions (Lead, Contact, Account, plus any custom objects you've mapped), and is unlikely to lose access
Then click refresh on the Reconciliation error to retry the failed leads.
Connection errors
What you'll see: "We can auth with the connection, but we cannot interact with the mapped objects as desired."
What it means: Mobly can sign in, but doesn't have permission to read or write the Salesforce objects your mappings expect. Usually a profile/permission-set issue — the connecting user's profile may have lost Create/Edit access to Lead, Contact, or a custom object, or a Validation Rule on the object is blocking writes.
Fix it:
In Salesforce, check the connecting user's Profile and assigned Permission Sets for object-level CRUD on every object Mobly is mapped to
Check Setup → Object Manager → [Object] → Validation Rules — a strict validation rule could be rejecting writes
If permissions changed, re-authorize Mobly under Integrations → Salesforce → Connect, ideally with a Salesforce admin
Then retry from Reconciliation.
Qualifier mapping is missing or out of date
What you'll see: "X needs their mapped connections updated."
What it means: A Mobly qualifier value can't be sent to Salesforce because it isn't mapped to anything on the Salesforce side. Common when a new qualifier value is added in Mobly but never mapped, or when the Salesforce picklist option it was mapped to was deleted or renamed.
Fix it:
Click the wrench icon on the error row in Reconciliation — it opens a "Fix Value Mapping" drawer with the affected qualifier ready to edit
Map the unmapped value(s) to the right Salesforce picklist option
Save
Or do it manually under Integrations → Salesforce → Qualifiers: find the qualifier, open its Action menu, and review every value's mapping.
Then retry from Reconciliation.
Object mapping is missing
What you'll see: "Mapping is missing for X object."
What it means: Mobly is trying to push a lead into a Salesforce object (Lead, Contact, Account, or a custom object) but you haven't mapped any fields on that object yet.
Fix it:
Go to Integrations → Salesforce → Mapping
Find the object section flagged in the error
Click Set Defaults to auto-populate Mobly's recommended mappings, or map fields manually
Save
Then retry from Reconciliation.
Required Salesforce field is missing
What you'll see: "Required field X is missing in the CRM" — or — "Were previously mapped but the field is now missing."
What it means: A Salesforce field your mapping points to doesn't exist anymore. Usually someone deleted or renamed the field on the Salesforce side, or the field is hidden from your connecting user's profile.
Fix it: Click the wrench icon on the error row to open the "Fix Missing Field Mapping" drawer — pick a different Salesforce field to map to, or clear the mapping if you no longer need it.
If the field was deleted by mistake, recreate it: in Salesforce, Setup → Object Manager → [Object] → Fields & Relationships → New.
Then retry from Reconciliation.
Data is too long for the field
What you'll see: "Exceeded the X field limit."
What it means: A value Mobly sent (job title, company name, notes, etc.) is longer than the Salesforce field's character limit. Salesforce text fields default to 255 characters and many custom fields keep that default unless explicitly raised.
Fix it: Click the wrench icon on the error row to open the "Fix Field Length" drawer — pick a different Mobly field to map (one whose values fit), or clear the mapping if you don't need this field synced.
If you'd rather keep the mapping as-is, raise the limit in Salesforce instead: Setup → Object Manager → [Object] → Fields & Relationships → [field] → Edit → Length. Or change the field type to Long Text Area (up to 131,072 characters) or Rich Text Area.
Then retry from Reconciliation.
Data format conflict
What you'll see: "Data format conflict with the X."
What it means: A value Mobly sent doesn't match the format Salesforce expects for that field — most common with URL fields, phone numbers, email addresses, and dates.
Common example: A LinkedIn URL field gets just a username (jdoe123) instead of a full URL (https://linkedin.com/in/jdoe123). Salesforce's URL field type rejects it.
Fix it: Two paths.
Click the wrench icon on the error row to open the "Fix Data Format Mapping" drawer — useful when the right answer is to remap to a different Salesforce field that accepts the format you're sending.
Click the Log button on the affected lead to see the exact value Mobly tried to send. If the data itself is wrong (typo'd URL, malformed phone), correct it on the lead in My Leads.
Then retry from Reconciliation.
Value isn't valid in Salesforce
What you'll see: "Value sent for X is not valid in the CRM."
What it means: The value Mobly sent isn't an allowed option for that Salesforce field. Most common with picklist (dropdown) fields that have "Restrict to Picklist Values" turned on — Salesforce rejects any value not in the official option list. Validation Rules can also trigger this error.
Fix it:
In Salesforce, Setup → Object Manager → [Object] → Fields & Relationships → [field] and check the picklist options (or the Validation Rule formula)
Either add the missing option in Salesforce, or update Mobly's qualifier mapping so it sends one of the existing options under Integrations → Salesforce → Qualifiers
Then retry from Reconciliation.
Not enough data to sync
What you'll see: "Not enough data to meet X requirement."
What it means: A field that's required for the sync (usually email) is missing or hasn't been enriched yet. Salesforce needs this to create or update the record.
Fix it: Depends on enrichment state.
If enrichment is still in progress: Most leads enrich within minutes. Wait, then click refresh on the Reconciliation error to retry. If the field is populated, the lead clears.
If enrichment finished and the data is still missing:
Open the lead in Mobly (My Leads)
Manually fill in the required field
Retry from Reconciliation
If a high percentage of leads are hitting this for the same field, the requirement may be too strict for the data you're capturing. Talk to your CSM about adjusting Mobly's enrichment requirements or making the Salesforce field optional.
Legacy integration errors
What you'll see: "Legacy integration error."
What it means: The error came from the older (legacy) Salesforce integration that Mobly is deprecating.
Fix it: Move to the new Salesforce integration — see Migrating from the legacy integration.
After migrating, click refresh on the Reconciliation error — successful resyncs land in Cleared.
Unexpected errors
What you'll see: "Unable to sync due to an unexpected error not yet categorized." The category label may show as either UNHANDLED_ERROR or UNCATEGORIZED — both mean the same thing for you.
What it means: Salesforce returned an error pattern Mobly hasn't seen before, so it can't suggest a self-serve fix. These errors get grouped here so the Mobly team can categorize them and add specific fixes in future releases.
Fix it:
Click the Log button on the affected lead and copy the error response
Send it to your CSM with the Lead ID
The Mobly engineering team uses these reports to add new error categories with specific fixes — so the next person hitting the same issue gets a self-serve answer.
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