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Revenue Cloud: "We couldn't retrieve the product and price information" error in Product Configurator

Publish Date: May 27, 2026
Description

When a user clicks Configure on a product at runtime in Salesforce Revenue Cloud, the Product Configurator fails immediately with the error: "We couldn't retrieve the product and price information. Ensure that the Product Discovery is set up correctly, or refresh the Decision Tables and try again." No product attributes or pricing values are displayed.

Root cause: One or more of the following conditions are present: a Discovery Procedure or Pricing Procedure referenced in Product Discovery Settings has no active Expression Set version; one or more Decision Tables used by those procedures are stale and have not been refreshed after pricing data changes; the Pricing Procedure's start date is later than the Effective From date of its associated context definition; or the org is a sandbox where Decision Table and Expression Set source records were not copied from production during refresh.

Related errors that may appear alongside or instead of the main message:

  • "For the recordName parameter, specify Expression Set that has at least one active version."
  • "Default pricing procedure couldn't be found."

Affected configuration:

  • Editions: Enterprise, Unlimited, and Developer Editions with Revenue Cloud
  • Features: Product Discovery, Discovery Procedures, Decision Tables, Expression Sets
  • Users: Users with Salesforce Pricing Run Time User and Product Configurator permission sets in Lightning Experience
Prerequisite(s)
  • Revenue Cloud license (Enterprise, Unlimited, or Developer Edition)
  • Product Discovery enabled in Setup
  • Discovery Procedure and Pricing Procedure configured in Product Discovery Settings
  • Decision Tables and Expression Sets created for the Pricing Procedure
  • Salesforce Pricing Run Time User and Product Configurator permission sets assigned to the testing user
  • System Administrator access to Setup for configuration changes
Resolution

Work through each cause in order. Each cause ends with a verification step.

Cause 1: Discovery Procedure or Pricing Procedure has no active Expression Set version

  1. From Setup, search for Product Discovery in Quick Find, and select Product Discovery Settings. Note the Discovery Procedure and Pricing Procedure selected.
  2. From the App Launcher, open Expression Sets [ExpressionSetDefinition]. Open the Expression Set that backs each procedure noted in step 1.
  3. On the Versions related list, confirm at least one version has Status set to Active and a Start Date earlier than today. If no active version exists, open the latest draft version, click Activate, and set the Start Date to a date earlier than today.
  4. Confirm the Pricing Procedure's Context Definition Effective From date is earlier than the procedure's Start Date. If not, open the Pricing Procedure, click Save As to create a new version with a corrected Start Date, and activate it.

Cause 2: Decision Tables are stale or not refreshed

  1. From Setup, search for Decision Tables in Quick Find, and select Decision Tables.
  2. For each Decision Table referenced by the Pricing Procedure (for example, Price Book Entries, Volume Discount Entries), open the table and review the Last Refreshed Date.
  3. If the Last Refreshed Date is before the most recent change to Price Book Entry [PricebookEntry], Price Adjustment Schedule [PriceAdjustmentSchedule], or Pricing Recipe records, click Refresh.
  4. From Setup, search for Salesforce Pricing in Quick Find, and select Salesforce Pricing Setup. In the Sync Pricing Data section, click Sync.
  5. For each Decision Table used by the Pricing Procedure, confirm Usage Type [UsageType] is set to Pricing on the Decision Table record.

Cause 3: Default Pricing Procedure not associated with the correct context definition

  1. From Setup, search for Revenue Settings in Quick Find, and select Revenue Settings.
  2. In the Set Up Salesforce Pricing section, confirm the selected Pricing Procedure is an extension of SalesTransactionContext__stdctx.
  3. If it is not, clone an Expression Set Template (such as Revenue Management Default Pricing Procedure) from Expression Set Templates. Assign Context Definition [ContextDefinition] = SalesTransactionContext, save it as a new Pricing Procedure, activate it, and select it in Revenue Settings, Product Discovery Settings, and Salesforce Pricing Setup.

Cause 4: Sandbox refresh dropped Decision Table and Expression Set source records

  1. If the org is a Partial, Developer, or Developer Pro sandbox, query CalculationMatrix, CalculationMatrixVersion, ExpressionSetVersion, and ExpressionSetDefinitionVersion to confirm whether source records exist. Sandbox refresh copies only Setup metadata and not the underlying records.
  2. If records are missing, recreate the Decision Table versions and Expression Set versions in the sandbox, or use a Full sandbox with All Object Data for environments that must retain BRE runtime data.
  3. Refresh each recreated Decision Table from Setup > Decision Tables > [Table] > Refresh.

Confirm the fix: Open a Quote, click Configure on a product that previously failed, and verify that the Product Configurator loads with list price and discount values populated and no error banner.

Knowledge Article Number

005385203

 
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Salesforce Help | Article