# Common Issues

## Connection issues

<details>

<summary>"Unexpected token" error when exporting reports</summary>

Salesforce reports that contain special characters (like underscores) in column headers can cause parsing errors. This usually happens with matrix or summary reports that don't export cleanly as tabular data.

**Fix:** Ensure your report is in **tabular format** (not matrix or summary). If it is, try exporting the report directly from Salesforce first to confirm the format is clean. If the report still fails, use the Objects or Custom SOQL data type instead to pull the underlying data directly.

</details>

<details>

<summary>Connection fails with custom Salesforce domain</summary>

If your Salesforce org uses a custom domain (not the standard login.salesforce.com), the OAuth flow may not recognize your login URL.

**Fix:** When signing in to Coupler.io, you may need to manually enter your custom domain URL. If this persists, contact Coupler.io support with your domain name and we can help route the connection correctly.

</details>

<details>

<summary>Cannot connect to Salesforce sandbox</summary>

Sandbox environments require a slightly different login URL than production orgs.

**Fix:** When authorizing, use your sandbox login credentials and ensure the login URL includes `sandbox` (e.g., `https://yourorg--sandbox.sandbox.my.salesforce.com`). Coupler.io supports both production and sandbox orgs.

</details>

<details>

<summary>"REST API is not enabled for this organization" error</summary>

Your Salesforce org may have API access disabled, which Coupler.io requires to pull data.

**Fix:** Contact your Salesforce administrator and request that the REST API be enabled for your org. This is typically found under Setup > System Overview > API is enabled.

</details>

## Missing data

<details>

<summary>Custom fields are not appearing in the export</summary>

When exporting Objects, custom fields won't be included automatically. You must explicitly specify them in the Columns field.

**Fix:** In the Columns field, list the API names of your custom fields (e.g., `Customer_Tier__c, ARR__c`). Custom field API names typically end with `__c`. If you don't know the exact API names, check Salesforce Setup > Custom Fields & Relationships for your object.

</details>

<details>

<summary>Report shows data in Salesforce but nothing exports to Coupler.io</summary>

This usually happens if the report is in matrix or summary format, which Coupler.io doesn't support, or if the report has no data for the selected date range.

**Fix:** Verify the report is in [**tabular format**](https://docs.coupler.io/sources/category/crm/salesforce/common-issues/verify-and-change-the-report-format-in-salesforce). In Salesforce, edit the report and check the format setting. Also check the report's date range—if you're using a custom date filter in Coupler.io, ensure it overlaps with data in your Salesforce org.

</details>

<details>

<summary>SOQL query returns no results but I know data exists</summary>

Syntax errors in your SOQL query or incorrect field/object names will cause the query to return empty results.

**Fix:** Check your SOQL syntax against [Salesforce documentation](https://developer.salesforce.com/docs/atlas.en-us.soql_sosl.meta/soql_sosl/sforce_api_calls_soql.htm). Verify object and field names are spelled correctly (case-sensitive). Test the query in Salesforce's Developer Console first.

</details>

## Permission errors

<details>

<summary>"Insufficient privileges" error during connection</summary>

Your Salesforce user account doesn't have permission to authorize third-party applications like Coupler.io.

**Fix:** Ask a Salesforce administrator to authorize the Coupler.io OAuth app, or request that your user profile be granted "Manage Connected Apps" permission.

</details>

<details>

<summary>Can see some objects but not others</summary>

Your Salesforce user profile has field-level security or object-level security restrictions that limit what you can export.

**Fix:** Contact your Salesforce administrator to grant read access to the objects or fields you need. They can adjust security settings under Setup > Security Controls > Field-Level Security or Object-Level Security.

</details>

## Data discrepancies

<details>

<summary>Report data in Coupler.io doesn't match Salesforce</summary>

Reports often contain summaries, subtotals, or grouping logic that may not match the raw record count. Also, the date range override in Coupler.io changes what the report filters.

**Fix:** Compare the date range and filters in your Coupler.io data flow settings with the report definition in Salesforce. If you override the report's date range in Coupler.io, the exported data will reflect those new dates. For a true comparison, export the report directly from Salesforce with the same date range and filters.

</details>

<details>

<summary>Duplicate records appearing in exports</summary>

Duplicate records sometimes occur if a data flow is run multiple times in quick succession or if SOQL filters aren't specific enough.

**Fix:** Check your data flow's filter settings. If using Objects, add a more specific WHERE clause in SOQL (e.g., filter by status or date range). For scheduled data flows, ensure you're not appending to destination data without cleaning up old records first.

</details>

<details>

<summary>Report contains only 2000 rows</summary>

Salesforce's API returns the first 2000 rows of the report. If the report contains more than that, Coupler.io will show a warning however the import will be successful.&#x20;

To get the full report is it recommended by Salesforce to narrow the results by filtering. Date filtering is possible in Coupler.io but other filers need to be applied on the Salesforce side. All filters are applied to the report when extracting it using Salesforce. The one exception is the limit rows filter which does not work via API.&#x20;

</details>

## Rate limits

<details>

<summary>Large exports are slow or timeout</summary>

Salesforce limits API calls per user per 24 hours. Large exports consume multiple API calls and may hit this limit.

**Fix:** Split large exports into smaller data flows (e.g., by date range or account segment). Schedule data flows during off-peak hours to avoid competing requests. For very large exports, contact Coupler.io support to discuss optimizations or reach out to Salesforce about raising your API call limits.

</details>

<details>

<summary>"API request limit exceeded" error</summary>

Your org has hit its daily API call quota due to multiple imports, reports, or other API integrations running simultaneously.

**Fix:** Stagger your data flow schedules so they don't all run at the same time. Remove or pause data flows you no longer need. Contact your Salesforce administrator to check your API usage in Setup > System Overview.

</details>