Loading
Salesforce now sends email only from verified domains. Read More

Salesforce-Account Engagement Connector stuck at 'Verification in Progress' or throwing a permissions error

Publish Date: Sep 30, 2025
Description
If the Salesforce Connector V2 in Account Engagement is stuck as 'Verification in Progress' and cannot be unpaused, this suggests there is a missing step or an issue with provisioning.

You could also see a red banner with the following error message: "Your Salesforce user isn't approved to access the Pardot_to_SF_Integration_Secure_Connected_App connected app in your Salesforce org".
Resolution
Ensure the following steps have been completed in your Salesforce account:

1 - Latest version of the Account Engagement AppExchange package is installed in Salesforce. You can check the version:
  1. Navigate to Setup > Installed Packages.
  2. Check Account Engagement's version and make sure it's the last one.

2 - B2BMA Integration user (Salesforce user with username b2bmaintegration@<org-id>.ext) has been assigned the Account Engagement Integration User permission set.
 
3 - The b2bmaintegration package is installed correctly - For Production Orgs, the Namespace Prefix is "b2bma", while for Sandbox it is "pi3" (can be checked via the 'Installed Packages' page in the Org). 
NOTE - If using a Sandbox Org and it does not have the namespace prexif "pi3" or is not installed at all, please follow these steps: https://help.salesforce.com/s/articleView?id=004576368&type=1

4 - Check that the app 'Pardot_to_SF_Integration_Secure_Connected_App' has the "Admin Approved Users are pre-authorized" for the Permitted Users option and that the B2BMA Integration User profile (and custom connector user profile if using one) is assigned to the connected app:
  1. Go to Setup > Manage Connected Apps.
  2. Go to Pardot_to_SF_Integration_Secure_Connected_App
  3. Click on "Edit Policies"
  4. Go to the "OAuth Policies" section
  5. Select "admin approved users are pre-authorized" from the drop-down of the "Permitted users" field.
  6. Click on save.
  7. Check under the profiles section and make sure the profile "B2BMA Integration User" (or in case you have a different connector user, their profile) is on the list. If not, click on "Manage Profiles" and add it.
 
5 - Add the Account Engagement IPs to your Salesforce allowlist as individual line items where the start and end IP are the same.
  • If your connector user has any IP addresses allowlisted in their Salesforce profile, add the Account Engagement IPs at the profile level.
  • Otherwise if there are no IP addresses listed at the profile level, add the IP addresses via Salesforce Setup Setup > Network Access).
     
6 - Ensure that the B2BMA Integration User (Salesforce user with username b2bmaintegration@<org-id>.ext) is not frozen. If they are, click the 'Unfreeze' button on the user record. 
 
After making any changes, please wait 30 minutes after making changes to allow the connector time to attempt to verify (can take longer in a Sandbox Org environment). 
 
If, after checking the above, the issue is still not resolved, open a ticket with Account Engagement Support. 
Knowledge Article Number

000380206

 
Loading
Salesforce Help | Article