> For the complete documentation index, see [llms.txt](https://help.getmobly.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getmobly.com/help-center/integrations/marketing-automation/pardot/troubleshooting.md).

# Fixing Pardot sync errors

When a lead can't sync to Pardot (Marketing Cloud Account Engagement), it shows up in **Integrations → Pardot → 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](/help-center/integrations/marketing-automation/reconciliation.md) 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 Pardot connection isn't authorized anymore. This usually happens when the connecting user's Salesforce credentials changed (Pardot uses Salesforce SSO), the user lost Pardot access, or the OAuth token expired.

**Fix it:**

1. Go to **Integrations → Pardot → Connect**
2. Re-authorize the connection through Salesforce SSO, ideally with a user who has the **Pardot Administrator** role and **Marketing User** permission

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 Pardot objects your mappings expect. Usually the connecting user's role lost write access to Prospects or a custom object.

**Fix it:**

1. In Pardot, check the connecting user's role under **Admin → User Management → Users**. Confirm the role has create/edit access to Prospects and any custom objects you've mapped
2. If permissions changed, re-authorize Mobly under **Integrations → Pardot → Connect**

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## Qualifier mapping is missing or out of date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 Pardot because it isn't mapped to anything on the Pardot side. Common when a new qualifier value is added in Mobly but never mapped, or when the Pardot field option it was mapped to was deleted.

**Fix it:**

1. Click the **wrench icon** on the error row in Reconciliation — it opens a "Fix Value Mapping" drawer with the affected qualifier ready to edit
2. Map the unmapped value(s) to the right Pardot field value
3. Save

Or do it manually under **Integrations → Pardot → 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 Pardot object (Prospect or a custom object) but you haven't mapped any fields on that object yet.

**Fix it:**

1. Go to **Integrations → Pardot → Mapping**
2. Find the object section flagged in the error
3. Click **Set Defaults** to auto-populate Mobly's recommended mappings, or map fields manually
4. Save

Then retry from Reconciliation.

***

## Required Pardot 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 Pardot field your mapping points to doesn't exist anymore. Usually someone deleted or renamed the field on the Pardot side.

**Fix it:** Click the **wrench icon** on the error row to open the "Fix Missing Field Mapping" drawer — pick a different Pardot field to map to, or clear the mapping if you no longer need it.

If the field was deleted by mistake, recreate it: in Pardot, **Account Setup → Object and Field Configuration → Prospect Fields → Add Custom Field**.

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 Pardot field's character limit. Most Pardot text fields default to 255 characters.

**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, change the field type in Pardot to **Textarea** (which allows much longer values): **Account Setup → Object and Field Configuration → Prospect Fields → \[field]**.

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 Pardot 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. Pardot'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 Pardot 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 Pardot

**What you'll see:** "Value sent for X is not valid in the CRM."

**What it means:** The value Mobly sent isn't one of the allowed options for that Pardot field. Most common with dropdown fields that have a fixed value list.

**Fix it:**

1. In Pardot, **Account Setup → Object and Field Configuration → Prospect Fields → \[field]** and review the field's allowed values
2. Either add the missing option in Pardot, or update Mobly's qualifier mapping so it sends one of the existing options under **Integrations → Pardot → 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. Pardot requires this to create or update the prospect.

**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:**

1. Open the lead in Mobly (**My Leads**)
2. Manually fill in the required field
3. 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 Pardot field optional.

***

## Legacy integration errors

**What you'll see:** "Legacy integration error."

**What it means:** The error came from the older (legacy) Pardot integration that Mobly is deprecating.

**Fix it:** Move to the new Pardot integration — see [Migrating from the legacy integration](/help-center/integrations/marketing-automation/migrating-from-legacy.md).

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:** Pardot 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:**

1. Click the **Log** button on the affected lead and copy the error response
2. 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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