Cannot connect CRM
Fix a failing CRM connection in 11x. Diagnose missing API access, insufficient object permissions, blocked connected apps, IP restrictions, and expired tokens.
A CRM connection fails for five common reasons: the connecting user lacks API access, the user lacks object permissions, your CRM blocks unapproved connected apps, your CRM restricts API access by IP, or a previously working token has expired or been revoked. Check them in that order — missing API access accounts for most failures, and the authorization flow can complete successfully without it.
Who this applies to: 11x workspace Admins connecting Salesforce, HubSpot, Pipedrive, or Zoho. You'll need CRM admin access to resolve most of these.
Identify your symptom
| Symptom | Most likely cause | Jump to |
|---|---|---|
| Authorization fails outright | Connected app blocked, or wrong credentials | Cause 3 |
| Authorization succeeds, no data moves | Missing API access | Cause 1 |
| Some objects sync, others don't | Object permissions | Cause 2 |
| A specific mapped field stays empty | Field-level security | Cause 6 |
| Worked before, stopped now | Expired or revoked token | Cause 5 |
| Intermittent failures | IP restrictions | Cause 4 |
Cause 1 — The connecting user lacks API access
The most common cause. The authorization flow completes and the connection looks healthy, but no data moves.
Salesforce: the user's profile or permission set must include API Enabled.
HubSpot: the granted scopes must cover every object you intend to sync.
Check the permission
In Salesforce, open the connecting user's profile or permission set and confirm API Enabled is granted.
Re-authorize after granting it
Granting the permission doesn't retroactively fix an existing connection. Disconnect and re-authorize.
Cause 2 — The user lacks object permissions
If some objects sync and others don't, the connecting user can't read or write the missing ones.
Grant read and write on the objects 11x uses — typically Account/Company, Contact, Lead, Opportunity/Deal, and activity objects. Grant the minimum your motion needs, but be aware that omitting Opportunity breaks open-opportunity exclusion rules.
If Opportunity or Deal isn't synced, your exclusion rules can't reference open-opportunity state — which means a digital worker may contact an account a rep is actively working. Don't skip this object.
Cause 3 — Your CRM blocks unapproved connected apps
Many Salesforce orgs restrict which connected apps users may authorize. The authorization then fails at the approval step.
Fix: have a Salesforce admin pre-approve the 11x connected app, then retry.
Cause 4 — API access is restricted by IP
If your org enforces IP restrictions on API access, the OAuth flow can appear to succeed and then fail on the first sync, or fail intermittently.
Fix: allowlist 11x before authorizing. Contact support@11x.ai for the current addresses.
Cause 5 — The token expired or was revoked
A connection that worked and then stopped almost always means the connecting user's credentials or permissions changed, or the token was revoked.
This happens most often when the connection was authorized with an individual's personal credentials and that person changed role, lost a permission set, or left the company.
Fix it permanently: re-authorize with a dedicated integration service account rather than a person's credentials. This is the single change that prevents the most recurring connection failures.
Cause 6 — A mapped field never populates
The field mapping saves successfully even when the connecting user can't see the field, so this fails silently.
Check field-level security
Confirm the connecting user has visibility on every field you mapped. This is the cause in most cases.
Check the field type
Calculated, formula, and rollup fields can't be written to. Use a plain custom field for 11x output.
Use dedicated custom fields
Create fields specifically for 11x output — ICP score, qualification reason, research summary — rather than overloading existing ones.
Other issues
Preventing recurrence
Use a service account
Not personal credentials. This prevents the most common recurring failure.
Document the permission set
So the next admin knows what the integration needs and doesn't strip it during a cleanup.
Test the negative case
After connecting, verify an exclusion actually fires. Testing that a record is skipped matters more than testing that one syncs.
Audit CRM ownership before launch
Exclusion rules are only as good as your CRM hygiene.
Next steps
Salesforce integration
Full setup and mapping guide.
HubSpot integration
Full setup and mapping guide.
Integrations overview
What syncs, and in which direction.
Getting started FAQ
CRM requirements and setup questions.
Still need help
Email support@11x.ai with your workspace name, which CRM you're connecting, the exact error message, and whether the connection previously worked.