Resolving Salesforce INVALID_LOGIN and Expired Password Errors

Overview

If Soapbox Engage can no longer authenticate the Salesforce user connected to your site, the Salesforce integration may go offline and display one of the following errors:

INVALID SALESFORCE LOGIN: Invalid username, password, security token, or user locked out. Salesforce integration is currently off-line for your Soapbox site.

or:

The user's password has expired, you must reset the password before attempting to use these features.

These errors commonly occur when the password for the connected Salesforce user has expired or when the Salesforce security token associated with the user has changed.

To restore the connection, you will need to confirm the Salesforce user's credentials and reenter both the password and security token in Soapbox Engage.

Understanding the Salesforce Security Token

A Salesforce security token is a case-sensitive alphanumeric code used when authenticating certain connections to Salesforce, including API connections.

The security token used for your Soapbox Engage connection is associated with the Salesforce user connected to your site. It is typically sent by Salesforce to the email address associated with that user.

If the Salesforce user's password is reset, Salesforce may also issue a new security token. A user can also manually reset their security token without changing their password.

If either credential changes, update both the password and security token in Soapbox Engage, even if the Salesforce password itself has not changed.

Reset Your Salesforce Security Token

If you do not have the current security token, you can request a new one from Salesforce.

While logged in as the Salesforce user connected to Soapbox Engage:

1. Open your personal Settings in Salesforce.
2. Click Reset My Security Token in the Quick Find box
3. Click the Reset Security Token button
4. Check the email address associated with the Salesforce user for an email from Salesforce containing the new security token.

Salesforce does not display the existing security token within the user's settings. Resetting it generates a new token.

Note: If Reset My Security Token is not available, contact your Salesforce administrator. Certain Salesforce security configurations can prevent this option from appearing.

Update Your Salesforce Credentials in Soapbox Engage

Once you have the current Salesforce password and security token:

1. Log in to the Soapbox Engage administrator.
2. Open the Control Panel.
3. On the right side of the page, open the Salesforce.com Settings flyout menu.
4. Enter the Salesforce user's Password.
5. Enter the new Security Token.
6. Save your changes.

Enter both values, even if only the security token changed. If the Salesforce password did not change, reenter the existing password along with the new security token.

Verify the Salesforce Connection

After saving the credentials, verify that Soapbox Engage can successfully connect to Salesforce.

1. Click the gear icon in the upper-right corner of the Soapbox Engage administrator.
2. Select Diagnostics View.
3. Locate the Salesforce section.
4. Review item #3 Salesforce Credentials.

The diagnostic should display:

Salesforce Credentials are WORKING

If the credentials are working, the connection between Soapbox Engage and Salesforce has been restored.

Still Having Trouble?

If Salesforce Credentials does not show as WORKING, confirm that you entered the credentials for the Salesforce user connected to Soapbox Engage and that you used the most recently issued security token.

If the Salesforce user is locked out, that will need to be resolved in Salesforce before Soapbox Engage can authenticate the user.

For recommendations on managing the Salesforce user connected to Soapbox Engage, including password and security token considerations, see Best Practices for Salesforce User Accounts, Security Tokens and Password Settings