Due to a Salesforce outage on September 16, 2026, the connection between Backstory and Salesforce was interrupted.
All Backstory customers using Salesforce as their CRM must re-authorize their integration user in the Backstory Admin Panel to restore the connection.
Re-authorization renews the secure connection between Backstory and your Salesforce instance by requiring the integration user to sign in to Salesforce again. Until an administrator completes re-authorization, Backstory cannot push data to or pull data from Salesforce.
Re-Authorize the Salesforce Integration User
These steps renew the connection between Backstory and Salesforce. Complete them once per Salesforce integration in your Backstory instance.
Note: Re-authorizing an integration requires a Backstory administrator account.
Log into Salesforce as the Backstory to Salesforce integration user. The integration user is the dedicated Salesforce user your organization created for Backstory to read, create, and update Salesforce data.
In a separate tab, log into Backstory Engagement Dashboards.
Click the waffle icon in the top left corner, then navigate to the Admin Panel.
Under CRM Sync, click CRMs.
Locate the integration that needs to be re-authorized, then click Review Settings.
On the Connection and Package tab, click Re-Authorize.
Log in using the integration user credentials if you are prompted to do so.
Confirm That Data Is Flowing Again
After re-authorizing, use these checks to confirm that Backstory and Salesforce are exchanging data.
Navigate to the Backstory Admin Panel, then click CRMs under CRM Sync.
Select your Salesforce integration, then click Review Settings.
On the Connection and Package tab, confirm that the connection shows as active.
Open the Permissions tab and check the Last Synced date and time. A recent timestamp indicates that data is flowing.
Open the Sync Log tab and confirm that recent push and pull operations completed successfully.
If any of these checks look wrong after re-authorizing, contact support@backstory.ai.
Frequently Asked Questions
Why do I need to re-authorize when the outage was on the Salesforce side?
The outage interrupted the authorization between Backstory and your Salesforce instance. Salesforce restoring service does not restore that authorization, so an administrator has to renew it.
What was affected while Salesforce was unavailable?
CRM pull, CRM push, and summary push were all interrupted. Because CRM data was not updating, activity matching results from that period may be incomplete or inaccurate.
My Salesforce instance came back online on its own. Do I still need to do this?
Yes. Your Salesforce instance being available again does not mean the Backstory integration is authorized. Complete the steps above, then use the checks in the section above to confirm.
Did this affect single sign-on?
Yes. While Salesforce was unavailable, sign-in attempts that depend on Salesforce could fail even if your identity provider was running normally. Sign-in returns to normal once Salesforce is available and the integration is re-authorized.
Do my end users need to do anything?
No. Only a Backstory administrator needs to complete the re-authorization. Your users do not need to take any action.
Need Help?
Contact your Customer Success Manager or support@backstory.ai.