Get back to your work

What happened: The Salesforce org does not have the Org Loom managed package and External Client App needed to complete the connection.

1. Ask a Salesforce admin to install the package in the same production, sandbox, or My Domain org you are connecting.
2. Choose Install for All Users.
3. In External Client App Manager, set Org Loom’s IP Relaxation policy to Relax IP restrictions, then retry sign-in.

Who can fix this Salesforce admin

What happened: Salesforce sign-in succeeded, but the connected user does not have a directly assigned Org Loom User or Org Loom Admin permission set.

1. Open the Salesforce user record and add Org Loom User under Permission Set Assignments.
2. Click Save. Assign the permission set directly, not only through a Permission Set Group.
3. Wait a few seconds, then choose the Org Loom continue action again.

Who can fix this Salesforce admin, or a user with Manage Users

What happened: Salesforce accepted the sign-in but did not let Org Loom exchange the one-time authorization code. The code may have expired, or the Org Loom External Client App may be enforcing an incompatible IP policy.

1. Start a fresh connection and complete the Salesforce approval without using Back or reloading the approval page.
2. If it repeats, ask a Salesforce admin to check Org Loom under External Client App Manager and confirm Relax IP restrictions.

Who can fix this You first, then a Salesforce admin

What happened: Sign-in succeeded, but the managed package could not initialize the Salesforce-side key service required to save and open encrypted canvases.

1. Retry once after about a minute in case Salesforce was temporarily unavailable.
2. If it repeats, ask a Salesforce admin to update the Org Loom package and reassign the current Org Loom permission set so its Apex class access is current.

Who can fix this Salesforce admin

What happened: The Salesforce credential for the active connection expired or is no longer available. The canvas can remain open, but Salesforce reads and writes must pause.

1. Choose the reconnect or sign-in-again action.
2. Confirm the same Salesforce org and user before approving access.
3. Return to the interrupted action and retry it once.

Who can fix this You

What happened: Org Loom reads Salesforce as the connected user. Object access, field-level security, record sharing, and the current filter determine what can appear.

1. Confirm the connected Salesforce user and org.
2. Remove narrow filters and retry the browse or schema view.
3. If the item is still missing, ask a Salesforce admin to check that user’s object, field, and record access.

Who can fix this You or a Salesforce admin

What happened: A later part of the load failed, so Org Loom removed records already added by that attempt instead of leaving a half-finished import on the canvas.

1. Keep the selected records or files in place.
2. Reconnect Salesforce if the message mentions the session.
3. Retry the load. If the same object fails repeatedly, reduce the selection and note the failing object for support.

Who can fix this You, or support if it repeats

What happened: Org Loom could not parse the CSV consistently. A quoted value may be missing its closing quote, or two columns may use the same header.

1. Open the file in a spreadsheet or text editor and repair the named row or header.
2. Give every column a unique, nonblank header.
3. Export a fresh CSV and add it again.

Who can fix this You

What happened: A canvas holds up to 500 record cards.

1. For canvas work, split the dataset into smaller focused canvases.
2. For linked or multi-file imports, keep related parent and child rows together.
3. For very large jobs that do not need canvas review, use Salesforce Data Loader.

Who can fix this You

What happened: Org Loom could not resolve every nonblank relationship key to exactly one target row, the relationship does not yet identify a Salesforce lookup to populate, or one row supplies the same lookup in two ways.

1. Under Columns, mark the source key as Match to a related record in another CSV - not uploaded. Do not map names or emails directly to a Salesforce lookup ID field.
2. Under Relationships, choose the target file and unique target column under Match against, then choose the intended Salesforce lookup under Populate.
3. Correct missing target rows or duplicate target values so every nonblank source key matches exactly one row.
4. If one row has both a direct lookup ID and a virtual relationship key, edit the CSV so that row uses only one, then re-import.
5. If Org Loom skips a link because the lookup is already connected on a canvas card, change that relationship on the canvas only if you intend to replace it.

Who can fix this You

What happened: A new record is missing a value Salesforce requires. For a required lookup, the record may need a related parent card or an existing Salesforce record rather than a generated text value.

1. Open the named card and field.
2. Enter an allowed value, or add and connect the required parent record for a lookup.
3. Run the upload review again.

Who can fix this You, or a Salesforce admin if the field should not be required

What happened: The staged value is not available for the field and selected record type. It may be inactive, excluded by a restricted picklist, or unavailable under a controlling-field combination.

1. Open the card and choose one of the values Org Loom currently offers.
2. For many cards, use Bulk edit to replace the invalid value.
3. If the value should be valid, ask a Salesforce admin to review the picklist and record-type assignment.

Who can fix this You or a Salesforce admin

What happened: The connected org rejected the record under one of its business rules. Org Loom can evaluate many rules in the editor, but Salesforce is authoritative during upload.

1. Open the failed card and its Validation rules section.
2. Correct the fields named by the Salesforce message.
3. If the condition is unclear or depends on automation not shown in Org Loom, ask the rule’s Salesforce admin.

Who can fix this You or the Salesforce rule owner

What happened: A Salesforce duplicate rule matched the record to an existing record.

1. Review the matched record before retrying.
2. Load and update the existing record when it represents the same entity, or change the new record when the match is accidental.
3. Use Upload anyway only when the duplicate is intentional and Salesforce allows the override.

Who can fix this You, or a Salesforce admin for the rule

What happened: The connected Salesforce user cannot create or update one or more fields included in the staged record.

1. If the values are required, ask a Salesforce admin to grant the appropriate field access and reopen the upload review.
2. Otherwise, continue without those fields. Omitting a field does not erase its existing Salesforce value.
3. For a new record, confirm the omitted field is not required by Salesforce.

Who can fix this You or a Salesforce admin

What happened: New records depend on one another in a circle, so no record can be created first to provide the Salesforce ID needed by the next lookup.

1. Review the links between the named cards.
2. Remove or postpone one lookup so the records form a parent-first order.
3. Upload the records, then add the postponed relationship in a later update if needed.

Who can fix this You

What happened: Salesforce accepted some records and rejected others. The successful records are already committed even though the overall job was not fully successful.

1. Keep the result open and review the successful and failed groups separately.
2. Correct only the failed records.
3. Use the retry action for the failed work. Do not re-upload a complete insert file unless you have removed the rows that already succeeded.

Who can fix this You

What happened: The browser did not receive the complete result. Salesforce may still have saved some records, so blindly starting a new insert could duplicate them.

1. Wait for Org Loom to reconcile the attempt.
2. If the message says records were already saved, leave them marked as uploaded.
3. Choose Retry to finish only the unresolved records. If Org Loom cannot determine the outcome, stop and contact support before creating a new upload.

Who can fix this You, or support for an unknown outcome

What happened: Saved canvases use Salesforce Files, and the connected user cannot create the required ContentVersion.

1. Confirm the current Org Loom permission set is assigned.
2. Ask a Salesforce admin to grant the user the appropriate Create Content or Add Files access.
3. Retry Save after the permission change.

Who can fix this Salesforce admin

What happened: Another authorized tab or teammate saved a newer version. Org Loom stopped your save instead of silently overwriting it.

1. Choose Reload if the newer version should win.
2. Choose Save anyway only after confirming your version should replace the other changes.
3. Choose Cancel if you need to export or review your current work first.

Who can fix this You and the other editor

What happened: The current Salesforce connection cannot use the key associated with the encrypted canvas. The most common cause is opening it through a different org or deployment.

1. Switch to the Salesforce org where the canvas was saved and reconnect that user.
2. Confirm the managed package and permission set are still present.
3. If the message remains in the correct org, stop retrying and contact support with the canvas name, org, and approximate time.

Who can fix this You, then support

What happened: Salesforce no longer returns the referenced record to the connected user. The record may have been deleted, or sharing and permissions may have changed.

1. Check the record in Salesforce with the same user.
2. If it was restored or access was granted, refresh the card again.
3. If the card still contains previously loaded values and offers fix, create a new draft only if you deliberately intend to insert a new record.
4. If the card says No access, its values are redacted and it cannot be converted to a draft. Restore access or remove it from the canvas.

Who can fix this You or a Salesforce admin

What happened: The Org Loom or Salesforce session may have expired, the owner may have changed your role, or the share may have been revoked.

1. Open the original share link again and sign in with the intended Org Loom and Salesforce users.
2. If the canvas opens read-only, confirm whether your role is Viewer, Contributor, or Editor.
3. If access is denied, ask the canvas owner to review or recreate the share.

Who can fix this You or the canvas owner

What happened: Team permissions can restrict an Org Loom action even when Salesforce would allow it. Salesforce permissions can also block the action after the workspace permission is granted.

1. Ask a workspace admin to check your member permission for the named feature.
2. If the permission is already granted, confirm the workspace feature setting is enabled.
3. If Org Loom allows the action but Salesforce rejects it, ask a Salesforce admin to check the connected user.

Who can fix this Workspace admin or Salesforce admin

What happened: The Team workspace requires an administrator to approve members before they perform protected actions in a production Salesforce org.

1. Ask a workspace admin to open the workspace’s pending permission requests.
2. The admin should confirm the Salesforce org and user before approving.
3. Retry the protected action after approval.

Who can fix this Workspace admin

What happened: Active members and outstanding invitations already use the Team workspace’s paid seats.

1. Revoke an unused invitation or remove a member who no longer needs access.
2. Otherwise, open Billing, increase the Team seat quantity, and confirm the change.
3. Create the invitation again after the updated seat count appears.

Who can fix this Workspace admin or owner

What happened: The workspace does not currently have an active paid plan, or its subscription needs attention. Org Loom keeps the workspace visible but blocks paid canvas actions.

1. Open Workspace and check the Billing tab for the current plan and subscription status.
2. Choose a paid plan, update the payment method, or open the billing portal if prompted.
3. Return to the canvas after Billing confirms the active plan.

Who can fix this Workspace owner

What happened: One or more records still need a destination action, a unique existing-record match, a required destination value, or a retry after a destination search failed.

1. Open Review and apply.
2. In the record step, choose Create new or complete the Update existing match for every unresolved record.
3. Retry failed destination searches, then resolve every required field difference before returning to Upload.

Who can fix this You, or a Salesforce admin for destination access

What happened: The destination connection did not return that field. The field may not exist in the destination, or it may be hidden from the connected user by field-level security. Org Loom does not guess which case applies.

1. Ask a Salesforce admin whether the field exists and whether the destination user should see it.
2. If the value belongs in another compatible field, map it there.
3. Otherwise drop that source value from the migration. Dropping it does not delete data already in the destination.

Who can fix this You or a Salesforce admin

What happened: The workspace has no included AI tokens remaining for the current calendar month and no available AI-credit balance.

1. Ask a workspace admin to review the AI usage area in Billing.
2. Buy additional workspace AI credits or wait for the allowance to reset on the first day of the next month in UTC.

Who can fix this Workspace admin

What happened: The request was stopped by a workspace setting, member permission, expired Salesforce session, input limit, temporary service problem, or network failure.

1. Follow the specific message shown. Reconnect Salesforce if it mentions the session.
2. Ask a workspace admin to confirm Generate with AI is enabled and permitted for your member.
3. Shorten prompts over 2,000 characters, select no more than 10 object types, and retry a temporary network failure once.

Who can fix this You, a workspace admin, or support if it repeats