Salesforce Digital Wallet FAQ

Accessing Digital Wallet

Why is Digital Wallet not appearing in my org?
Digital Wallet is only available in production orgs and will only appear if you have a consumption-based product that is currently supported by Digital Wallet. If you have a consumption-based product that gets onboarded to Digital Wallet in the future, all users with the System Administrator profile will get automatic access to Digital Wallet.

How do I get access to Digital Wallet?
See Access Digital Wallet on Salesforce Help.

How can I provide access to other users?
See Digital Wallet Permissions on Salesforce Help.

How Do I Navigate To Digital Wallet?
See Access Digital Wallet on Salesforce Help.

Credits & Entitlements

What is a credit?
See ‘Credit’ in the Digital Wallet Glossary on Salesforce Help.

How many credits do I have?
When you purchase a consumption-based product, you receive what is called an entitlement. The entitlement is the number of credits that you have available over the term of your contract.

Do my credits expire?
Yes. Your credits need to be consumed by the end date of your contract.

How do my credits get consumed?
See Digital Wallet-Enabled Products and Rate Cards on Salesforce Help.

Can I swap unused credit amounts between cards?
Reach out to your Account Executive, who will be able to discuss your needs and options available.

How can I purchase additional credits?
Reach out to your Account Executive, who can discuss your needs and help you purchase additional credits.

What happens if I go over my Credit Entitlement?
If you use more credits than you initially purchased, you will be in an overage. This means that you will be incurring usage costs at a higher rate than you are contracted for. You should immediately discuss the overage with your Account Executive, so they can right size your entitlement based on your needs.
Note: Your service is not interrupted if you go in to an overage, you still have business continuity but you will be running up overage costs

How can I pay my overage invoice?
When you go in to overages for consumption products, you will be sent an invoice for the overage charges that are due. To pay this invoice, follow the instructions in the invoice you received and/or contact your Account Executive. If you have an overage, you should reach out to your Account Executive anyway to add more capacity for your needs.

Consumption

I have multiple consumption based products, why do they not all appear in Digital Wallet?
Salesforce has many consumption based products currently, but in order for them to appear in Digital Wallet, they need to be moved over to the new Digital Wallet framework. Data Cloud is the first product that will be made available and other products will follow. Until all of your purchased consumption based products are supported in Digital Wallet, you may only see a few of them for now.

Why can I only see a single consumption card for my product but I have multiple contracts on my org?
If you have multiple contracts that provide credits for your org, Digital Wallet combines them on your summary cards to make it easier to see total available and total consumed within your org. You can consumption for each individual contract across the multiple contracts by clicking the ‘multiple’ hyperlink under contract on the consumption card. To ensure your earliest expiring credits are not lost, Digital Wallet intelligently consumes credits from the contract that is expiring the soonest

Why does my consumption in Digital Wallet differ from what I see in my Monthly Account Summary email?
See Monitoring Consumption in Digital Wallet in Salesforce Help to understand your Monthly Account Summary and Digital Wallet.

Can I set an alert for Digital Wallet consumption?
This feature is not available right now. We plan to include it in a future release.

I have multiple orgs, can I see consumption across my orgs?
Digital Wallet is org specific, so the consumption you see is specific to the credits available for that specific org. If you have multiple orgs on a contract and want to see usage across orgs, you could leverage a business intelligence tool (i.e. Tableau) that accesses the raw data from Digital Wallet, which is available in your Data Cloud instance for each org. See View Digital Wallets Data Lake Objects (DLO) section of the help guide to understand the data model

Can I access the raw consumption data for my org?
Digital Wallet periodically summarizes your consumption data from a number of different sources, which is then used to power the Digital Wallet consumption cards. You can access the data in your orgs Data Cloud instance. See View Digital Wallets Data Lake Objects (DLO) section of the help guide to understand the data model
Note: The data displayed in Data Cloud is at the Consumption Type level only

The available credits on my consumption cards look inaccurate, what should I do?
If your contract is new or has been renewed, it might take a day or so for the provisioning process to update. If your credits still look inaccurate a day or so after a new/renewed contract or if you believe your available credits in your org look inaccurate outside of a new contract being initiated, you should create a support ticket with the Your Account Support team

I need to see a more detailed breakdown of my consumption beyond the consumption type shown, how can I do that?
Each product is different and some products provide more detail around a products usage than others. See our Product section for more information about your product

Why do some of my cards have MAX v SUM as the measurement of consumption?
Depending on the feature, how usage is calculated will vary. When you are consuming a service that is continuously accumulating and only goes up (i.e. sending messages, processing records etc), the SUM of that usage is used. Some features could fluctuate however, such as Data Storage, where you may delete data and the consumption is reduced, so MAX is used to determine the maximum during the period.
In Digital Wallet UI, MAX reports the previous days high and the last bar on the cards consumption details page shows usage for the previous day, per your org’s time zone. Also, if you have multiple contract contributing to that MAX credits, the ‘contract source page’ will not show drawdown of usage at the contract level, like SUM calculations. This is expected for Digital Wallet UI, because MAX features consumption are tied to the org, not per contract. Please refer to monthly statement for contract level reporting.

On the Consumption Details page, why does my credits consumed column sometimes not equal Units Consumed x Multiplier accurately?

Sometimes rounding causes a situation described in the question, like this screenshot below.
At the launch of Digital Wallet, we round the Units Consumed column rounds to 1 decimal point and Credits Consumed column rounds to a whole number, which can lead to this situation where they don’t equal accurately.
This is in the process of being fixed, and both numbers round to a whole number.


Why am I unable to see detailed usage data prior to getting access to Digital Wallet?
Prior to Digital Wallet, consumption was reported monthly, there was no real-time reporting of usage data. When your product was onboarded and got enabled in Digital Wallet, Digital Wallet will start to have real-time usage data tracking. The bar chart in Digital Wallet’s “consumption insights” page only reports the usage data once Digital Wallet start tracking real time, from that enabled time on. Therefore, the consumption insights tab and the bar chart will not have usage data to report prior to that time. For Data Cloud products, the date is July 01 2024. This is expected.
Please use our Digital Wallet homepage summary data (credit consumed and remaining) as the latest real time snapshot of usage status Digital Wallet is able to capture and report.


For prior usage: Digital Wallet takes a snapshot of your usage data from the previous tracking system to capture a summary of your historic usage. Now subsequent usage will be added to those initial imported values. Once you use Digital Wallet for a period of time, the charts will build data and be complete for all look back periods.

Troubleshooting Digital Wallet

My consumption cards are not appearing on Digital Wallet, what should I do?
You should check that you have the View Consumption permission and that the product is a Digital Wallet supported consumption based product. If you have done this and you still are unable to see cards you are expecting to see, you should create a support ticket with the Your Account Support team. 

*Note: Your Account App permissions are required in order to log a support case with the Your Account Support. If this app is not visible in your Org, please reach out to your internal Salesforce admin to have these permissions granted. 

I do not see any data in the UI or the data looks inaccurate, what should I do?
Digital Wallet pulls data from multiple sources and there could be a delay in the data showing in Digital Wallet. The aim is to provide refreshed data on a four hour cadence. Come back to the UI in roughly four hours and refresh Digital Wallet and the data should have processed. If this does not work and you still experience issues, you should create a support ticket with the Your Account Support team

When I click on a consumption card, the charts are not there or the chart data looks incomplete, what should I do?
Digital Wallet pulls data from multiple sources and there could be a delay in the data showing in Digital Wallet. The aim is to provide refreshed data on a four hour cadence. Come back to the UI in roughly four hours and refresh Digital Wallet and the data should have processed. If this does not work and you still experience issues, you should create a support ticket with the Your Account Support team

When I click on something in the UI, nothing happens or it appears broken, what should I do?
If something in the UI appears broken or is not working as expected, you should create a support ticket with the Your Account Support team

What time zone is Digital Wallet showing?
One of the key fields you’ll notice in Digital Wallet is a field called ‘Last Processed’. This gives you an indication of when the latest consumption data was updated for your org. The time this field displays is in your orgs default timezone.
If you choose to review consumption data in your Data Cloud instance objects, note that the timezone in Data Cloud will be in UTC

My deployment back to production is failing due to missing a permission, what do I do?
In sandbox and scratch orgs, Digital Wallet allows users to configure certain Digital Wallet functionality—such as the ViewConsumption user permission, invocable actions, and flows. While these actions and flows are visible in test environments, they cannot be executed there. If they are included in a changeset, remove them before deploying to a production org that does not have Digital Wallet enabled.

Product Specifics: Data Cloud

I am a Data Cloud customer, why can I not access Digital Wallet?
Digital Wallet is only available for the Data Cloud License, which are consumption based vs the Customer Data Platform License, which is profile based. Learn which license you are using by referring to Data Cloud: SKUs and Pricing. If you haven’t already, discuss with your Account Executive how you can take advantage of upgrading your Data Cloud licensing to our newest offerings

I need to dig deeper in to my consumption, how can I see what jobs are driving my consumption?
When you click on your consumption cards in Digital Wallet, you’re able to visually see how your consumption is trending, select predefined time periods for how to view your data and you can see the tabular data of how much consumption has taken place for each Consumption Type.
If you need further details in to what jobs might be driving specific consumption types for Data Cloud, please raise a support case with the Data Cloud Support team via the Help & Training portal.

Where can I get guidance on how to better manage my consumption for Data Cloud?
Your Salesforce Success Plan determines what resources are available to help you with guidance on how to realize the most value from the products you have purchased:
Signature Success Customers: Contact your Customer Success Manager to engage an architect and/or engage through the Data Cloud Consumption Review Expert Coaching Session
Premier Success Customers: Engage through the Data Cloud Consumption Review Expert Coaching Session

How can I review usage across my Remote Data Cloud orgs?
To view usage for a specific Data Cloud One companion org, sandbox, or Marketing Cloud Engagement tenant, click the View By search box to select the desired org. This must be done from the Home Org. See View Consumption by Type, Org, and Time Period in Digital Wallet.