Salesforce Marketing Cloud Connect - Action Required to Prevent Service Interruption Email

This email is deployed to any user marked as a "Marketing Cloud Connect for AppExchange Admin" in Salesforce or if your email address is used as the Support Ticket Recipient within the Marketing Cloud Connect managed package configuration screen.  This email is sent from any user in your Salesforce Org that performs an action that would then attempt to utilize the managed package API User credentials, but fails due to token issues. 

To avoid interruption of service with Marketing Cloud Connect, reconnect your Marketing Cloud Connect API User immediately as mentioned in the email received.  Below are the instructions provided along with a link to supporting help documentation.

Follow these steps to reconnect your API user

1. Log into your Sales or Service Cloud org as the Marketing Cloud Connect admin.
2. Navigate to the Marketing Cloud tab.
3. Re-enter your Marketing Cloud API user credentials.

Update Marketing Cloud API User Help Documentation

If you continue to receive this email after following the above, please review the following:

• You will need to check your remote site setting OAuth_Login.  This remote site must exist and be in an active state.
• Once confirmed, you will want to reintegrate your API user using the ChangeAPIUser visualforce page (/apex/changeapiuser).  You can find this under Setup > Develop > Visualforce Pages > ChangeAPIUser > Preview

In the October 2019 release, JSON Web Tokens were introduced as an improved way of authenticating that can reduce the likelihood that the API user will need to be reconnected. You can find more information using the following article: https://help.salesforce.com/s/articleView?id=000354260&type=1

This error email will like occur due to Tenant-Specific OAuth Endpoints not being enabled within this MC Connector settings for your SF Org. When you enable Tenant-Specific OAuth Endpoints, it will clear your MC Configuration and prompt you to reconfigure/reintegrate. This will include going through the Automatic Setup Wizard, reconnecting the MC API user, and then setting up the MC Connector settings how it was prior to upgrading to TSE's. It may also prompt you to verify a new Remote Site Setting. If you are prompted to do so, please verify the new remote site. We also recommend taking a screenshot of the page prior to enablement, so you know how to use the same configuration settings. The path to your MC Connector Settings page is below:

Login to your SF Org > ensure you are in Salesforce Classic > navigate to the Marketing Cloud tab > click "Configure Marketing Cloud Connector"

After reaching the MC Connector settings page, you can enable "Tenant-Specific OAuth Endpoints" by scrolling to the bottom of the page to the "Advanced" section, and clicking the small arrow to expand the section. Finally, toggle "Tenant-Specific OAuth Endpoints" on.

Once you have enabled Tenant-Specific OAuth Endpoints and re-established the Marketing Cloud API User's connection, this will enable the JSON Web Token (JWT) Authentication and should prevent this issue from re-occurring in the future.

For more information around updating to TSEs within the Marketing Cloud, please review our Updating Marketing Cloud Endpoints to Tenant Specific Endpoints: FAQ Knowledge Article.