Troubleshooting Salesforce Connection Issues

Connecting or Updating the Salesforce Connection

To connect or update your Salesforce connection within the HG Insights platform, navigate to the Integrations section from the left-hand sidebar of the HG Admin App: https://admin.hginsights.com/. Once there, click on Salesforce to access the integration page.

Here, you will find options to initiate a new connection or update an existing one. If you are updating, ensure you log out of any active Salesforce accounts to avoid connection issues. Follow the prompts to complete the OAuth authorization process, and you will be set to enhance your CRM capabilities with HG Insights data.

Troubleshooting Steps

Step 0: Confirm your integration user is correct

The integration user is the Salesforce user who authorizes the connection. HGI’s RGI Platform syncs data using this user's permissions, so a dedicated integration user is recommended (the connection won't break if an employee leaves).

Step 1: Verify user permissions

Ensure that the login credentials for both HG Insights and Salesforce are correct and have the necessary permissions for integration:

• You should be an HG Insights platform admin user to be able to edit the Salesforce connection. Check it under Settings/Users & Teams

• We recommend being a Salesforce Admin in the org you’re trying to connect to HG Insights, although we provide workaround steps here. Recent Salesforce security changes (effective September 2025) require connected apps to be installed and approved by an admin before non-admin users can authorize them. This is why the steps below depend on your setup.

Once this is sorted, please try to connect again.

Step 2: WIP

We are still building this section from the feedback we receive in customer tickets. Thank you for your patience!

Need Assistance?

Reach out to Support at customersupport@hginsights.com or via our shared Slack channel if you have Slack support activated.

Kindly include screenshots or screen recordings that illustrate where the process encounters issues for you. Providing specific error messages and URLs from the error page will assist us in resolving your problem quickly and can help prevent unnecessary exchanges.