Need help applying this to your account?
Contact support and we will keep this article attached to your request.
What should I check first?
Open the campaign’s Integrations & API → CRM area and confirm that Salesforce shows as Connected. Then identify whether the problem affects a new lead, a new referrer, an existing-record sync or qualification, because each path uses different settings.
Why is a new lead not being sent to Salesforce?
Check the Leads tab and confirm When lead joins campaign is set to a Salesforce action rather than Nothing to action. Confirm that every required field is mapped and that the test lead actually joined the campaign.
Review How to handle duplicate users. If the person already exists and the rule is set to do nothing, Referral Factory will not create or update the Salesforce record.
Why is a new referrer not being sent to Salesforce?
Check the Referrers tab and confirm that a Salesforce Lead or Contact action is selected. Review the required mappings and duplicate rule, then test with a person who newly joins as a referrer.
Why did existing Salesforce records not receive referral information?
Check that the correct Salesforce records were selected, the Salesforce-to-Referral Factory fields were mapped, and the Referral Factory fields were mapped back to the intended Salesforce fields. Start with one dummy record to isolate the issue.
The destination field must exist on the Salesforce object you selected. Use Reload fresh data from integration if a newly created Salesforce field is missing from the mapping list.
Why isn’t Salesforce qualifying my referral?
Confirm that the Leads setting creates the same Salesforce record type used by the qualification rule. Check that the Salesforce field, Lead conversion or Opportunity stage change exactly matches the saved rule. Creating the Salesforce record does not qualify it by itself.
Qualification is usually reflected immediately but can take up to 30 minutes after the Salesforce change.
What does a cannot reference converted lead error mean?
The original Salesforce Lead has already been converted, so Salesforce no longer permits API actions on that Lead record. Search for the person by email and check whether the Lead became a Contact, Account or Opportunity.
If your process converts Leads quickly, consider configuring Referral Factory to create Contacts instead of Leads.
Why can’t I find my Salesforce campaign?
The campaign option is available when syncing existing Salesforce records. Confirm that the campaign exists in the connected Salesforce account and that you selected Sync From Campaign in Salesforce Sync Setup.
Why did Salesforce disconnect?
Salesforce can invalidate an authorisation token after a password reset, security-policy change, token refresh, user deactivation or permission change.
Return to Integrations & API → CRM and complete Salesforce authorisation again. If Salesforce already shows as Connected, check the campaign settings before disconnecting it. You need Account Admin or Campaign Admin access in Referral Factory to manage the connection.
When should I contact Referral Factory support?
Contact support if Salesforce is connected, the relevant mappings and rule are saved, and a controlled dummy test still fails. Include the campaign name, Salesforce object path, test email, test time, screenshots of the saved settings and any Salesforce error message.