Loopio's Salesforce Connector uses OAuth to stay connected. If the Connector becomes disconnected, this article explains why it happens and how to get back up and running.
Why the Connector Disconnects
Loopio connects to Salesforce using a refresh token issued by Salesforce when you first authorize the Connector. Before each Salesforce operation, Loopio uses this token to obtain a short-lived access token.
If Salesforce indicates that the stored credentials are no longer valid, Loopio automatically disconnects the Connector to protect your data. This is intentional; it prevents failed or unauthorized requests from affecting your Salesforce records.
Note: A disconnection does not delete any Loopio projects or previously synced Salesforce records. It only stops further communication between Loopio and Salesforce until you reconnect.
Common Causes of Disconnection
The Salesforce Admin Who Established the Connection Is No Longer Active
The Connector runs under the identity of the Salesforce user who originally authorized it. If that user becomes inactive, Salesforce will reject Loopio's token refresh requests, triggering a disconnection. This can happen when:
- The user who set up the Connector leaves the company or is deactivated in Salesforce
- The user's Salesforce account or password expires under your org's security policy
- The user's Salesforce license is removed or reassigned
The Stored Credentials Are No Longer Valid
The stored refresh token or connected app credentials may become invalid for several reasons:
- A Salesforce admin revoked Loopio's access under Connected Apps > OAuth Usage
- The Loopio Connected App was uninstalled, deleted, or recreated in Salesforce
- The connected app's consumer key or secret changed
- Your Salesforce org's refresh token expiration policy caused the token to expire
- The connected app's callback (redirect) URL was changed and no longer matches Loopio's expected URL
Manual Disconnection
The Connector can also be intentionally disconnected by a Loopio user with the General Admin: Manage Integrations permission from within Loopio's Integrations screen.
What Happens When the Connector Disconnects
When a disconnection occurs, Loopio automatically:
- Clears the stored Salesforce credentials
- Marks the Connector as disconnected in Loopio
- Sends a "Salesforce disabled" email notification to the account Champion
Any action you were attempting at the time (such as creating or syncing a project) will fail.
How to Reconnect the Salesforce Connector
Reconnecting requires a Loopio account with the General Admin: Manage Integrations permission and an active Salesforce account with the appropriate permissions.
Step 1: Check and Resolve the Root Cause in Salesforce
Before reconnecting, address the underlying issue to prevent an immediate re-disconnection:
- Confirm the Salesforce account you'll use to reconnect is active and that their password or account is not expired
- Confirm the Loopio Connected App is still installed in Salesforce (Setup > Connected Apps > OAuth Usage) and that its OAuth access has not been revoked
Tip: Use a dedicated Salesforce integration user that won't be deactivated if an employee leaves. This keeps the connection stable long-term.
Step 2: Reconnect in Loopio
- In Loopio, go to Admin > Integrations > Salesforce
- Click Connect
- Select the correct environment type (Production or Sandbox) to match your Salesforce org
- Log in to Salesforce as an active user with the required permissions and approve the access request
You'll be returned to Loopio. The Salesforce Connector panel will now show the date the connection was enabled, and the name of the Loopio user who established the connection.
Step 3: Verify the Connection
- Confirm the Salesforce Connector appears connected in Loopio
- Retry the action that originally failed (for example, create or sync a project from Salesforce)
- If you use field mappings or project sync, do a quick spot-check to confirm data is flowing correctly
If the Connector Disconnects Again
If the Salesforce Connector disconnects immediately after reconnecting:
- Verify the Salesforce user is still active and that OAuth access has not been revoked again
- Confirm the Loopio Connected App exists in Salesforce and its settings (consumer key, callback URL) are unchanged
- If the issue persists, contact Loopio Support with the approximate time of disconnection and any error messages you saw
Errors That Won't Disconnect the Integration
Not every Salesforce error causes a disconnection. If your Connector is still showing as connected but an individual action failed, this may be a temporary issue on Salesforce's side (such as a brief outage or timeout). Loopio will automatically retry the next time you trigger an action.
If errors persist, contact Loopio Support with the approximate time of disconnection and any error messages you saw.