Common questions for accessing and logging into Marketing Cloud Account Engagement

How do I access Account Engagement as a new customer?

If you recently purchased Marketing Cloud Account Engagement, you will need to work with your Salesforce admin to begin the implementation process. There is no “welcome email” that is triggered by the start of the contract. 

Specifically, one of the first steps is to Enable Account Engagement in Salesforce, which will trigger a setup email to the assigned Account Engagement admin and also create the Account Engagement business unit. The setup email contains links to various resources that can be used for implementation (for example the implementation guide). 

Users with multiple business units cannot login to pi.pardot.com

This is expected behavior. Salesforce users synced to Account Engagement users in multiple business units will not be able to login to pi.pardot.com. These users should use the Business Unit Switcher in the Account Engagement Lightning App.

What credentials do I use to login to Account Engagement?

All users utilize Salesforce credentials to log in to Account Engagement, either via SSO on pi.pardot.com or via the Account Engagement Lightning App. If you can't remember the email address you use to log in to Salesforce, contact your Salesforce or Account Engagement administrator for assistance. 

I have forgotten my password.

Use the Salesforce login troubleshooting article for further assistance on resetting your Salesforce password.

How Admins Can Reset Passwords

Salesforce admins can reset Salesforce passwords by following instructions here.

Issues with Synced Users

Reference this article for more information on User Sync configuration and reference this knowledge article for Account Engagement user sync troubleshooting types.

I’m having trouble logging into Account Engagement with my Salesforce credentials

Below are some common reasons that result in problems logging in with the correct Salesforce credentials:

• Your username hasn't been created yet. Contact your Account Engagement administrator for help.

• Your Account Engagement user was accidentally deleted. Contact your Account Engagement administrator for help.

• Your Account Engagement user is not properly SSO-enabled to sign in with Salesforce credentials. Contact your Account Engagement administrator for help.

• Logging in results in the error 'There was an unspecified error with Log in with Salesforce’. If this continues, consult this article for potential resolution steps. If that still doesn’t resolve your issue, please contact Account Engagement support.

Error: 'Response parameter is missing'

This error appears if the re-Captcha at the bottom of the login screen isn’t checked (“I'm not a robot.”). Check the checkbox and attempt your login again.

No Longer Have Account Engagement Admin Access

Sometimes an organization loses admin access to Account Engagement either through departures of previous Account Engagement admins or other circumstances. In this situation, please contact Account Engagement Support for assistance by opening up a support case.

If your account has a functioning Salesforce connector and has User Sync enabled, Account Engagement Support will provide guidance on how to create a new admin user via the User Sync process or promote an existing user to Account Engagement admin, depending on your specific User Sync settings. 

If your account does not have User Sync enabled, Account Engagement Support will help you regain Account Engagement admin access by enabling User Sync for you.

Setup Login With Salesforce

Prerequisite: A CRM username is assigned to your user account.
1. On the Account Engagement login screen, click Log in with Salesforce.
2. If you do not have an active session, you are redirected to the Salesforce login screen.
3. If prompted to allow the Account Engagement application to access Salesforce data, click Allow.
4. Verify the login information for the Account Engagement account you want to link.
Once setup is complete, you can click Log in with Salesforce on the Account Engagement login screen to access the Account Engagement dashboard directly.