Phone Support: US 8772706586 EMEA 35312423030 UK 08001413030 ANZ 61283107646 JPN 81342339014 As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
Issue Issue Description DiscoverOrg webhook returning error 405 'Request method POST not supported' on all webhook transactions.
Solution Issue Resolution Note: The webHook URL is tied to the user who pulls it from the Marketing Automation Tool Settings tab. If that user’s DiscoverOrg account is deactivated a new webhook from an active user will need to be used. This does not require remaking your webhooks, only updating the URL. Reference - https://launchpoint.marketo.com/assets/497-discoverorg/10168-discoverorg/MarketoWebhooksInstallationGuide.pdf Who This Solution Applies To DiscoverOrg Webhook users
If you're finding that boxes in your Facebook Lead Ads setup are not staying checked, the issue may be related to your sandbox. This fix applies only if you have ever previously set up the same pages in your sandbox.
In this situation, you began by going to Admin > Integration > LaunchPoint and adding Facebook Lead Ads. During initial setup, you checked the boxes for the Facebook pages you want to connect to Marketo. It appeared to be set up correctly.
However, you later discovered that one or more of them actually fail to work. The next time you looked at it, some of the boxes were mysteriously un-checked.
The issue here is that the page/s you selected were previously used in a sandbox (for instance, to test them out before setting them up in production). Once you decided to move them to production, your natural assumption was that you needed to delete the sandbox integration and re-create it in production.
However, deleting the integration from the sandbox does not break the connection with Facebook. As far as Marketo is concerned, that page is still in use by the sandbox, even if the integration is deleted.
To resolve this issue, you will need to clear the page from use on the old instance and allow it to be used on the new instance. Follow these steps:
Log into the instance where the Facebook page was previously used. Create a new FB Lead Ads integration (with the user who has admin rights on the page that unchecked itself). Uncheck the page and click Next. Ignore mapping and click Save.
Note: It isn't possible for Marketo Support to tell you which instance the Facebook page was used on.
This is a article attached image
Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs:
(Legacy) Business or PREMIER SUPPORT BUSINESS
(Legacy) Premier or PREMIER SUPPORT ENTERPRISE
(Legacy) Elite or PREMIER SUPPORT ELITE
Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:
PREMIER SUPPORT BUSINESS
PREMIER SUPPORT ENTERPRISE
PREMIER SUPPORT ELITE
Here are the descriptions for each priority level:
Mission Critical: Core business function down or potential loss of mission critical data
Urgent: Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked
Important: Normal usability or task completion is impacted but functional, or workaround is available
Minor: Minor issue requiring a correction. Normal workflow is not impacted
Find more information About Support here!
When creating an event the WebEx connector may throw the message: Error registering with webinar provider. exception="WebEx API call error; Self registration is not supported by this service type or current meeting. [WebEx exception ID = '110051'] "
Please make sure the event in WebEx is set up to receive registrations. To do this you need to go to the event in WebEx and check the registration required checkbox.
References Create an Event with WebEx - Marketo Docs - Product Docs
WebEx Event Center guide
Market Support is here to help you with your issues in the quickest and most effective manner possible. In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us.
First, have you searched the community for a solution?
The best kind of support case is the one you don't have to submit. The Marketing Nation Community is an expansive site with a lot of content. Have you checked Product Docs or Support Solutions for a resolution to your problem? Have you checked to see if there is a community discussion thread that covers your question? The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems.
Second, what's the best way to reach Marketo Support?
Marketo Support offers a variety of ways to reach our support team. Depending on your issue, some of the support channels might be better suited than others.
Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support.
Marketo Support (Support)
The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is. These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you.
Spark customers can submit cases through the support portal only
Summary Leads/Forms are not appearing in Marketo but are appearing in Linkedin
Issue Troubleshooting LinkedIn Lead Gen Forms issues - Leads/ Forms are not appearing in Marketo but are appearing in LinkedIn
Solution Most of the time this issue is caused by insufficient permissions for the user specified in the LaunchPoint Service under "Admin > LaunchPoint." This article mentions what is required for LinkedIn lead gen forms to work on LinkedIn for the user, this is not for Marketo but it makes a great reference. https://www.linkedin.com/help/lms/answer/79635 For Marketo, we require full permissions for the integration to work. - Campaign Manager OR Account Manager (The integration user will only be able to have one of these permissions) - Company Page Admin - Lead Gen Forms Manager Ensure that the user has all 3 permissions. If you made some changes to the permission, re-authorize LaunchPoint service and, try again. I would also recommend deleting and re-creating the LaunchPoint service. It is recommended every time you make changes to the permission so that the connection works without any issue. You could see the form in Marketo after this step. If any one of the permissions is added later, I recommend creating a test lead on the form referring the document - https://www.linkedin.com/help/lms/answer/94217. The leads that fill out the form after this step would be found on Marketo. You could List Import the other leads that filled out the form.
If you are still facing the issue after verifying the above steps, please raise a support ticket with Marketo. We could verify whether the issue is with Marketo or the Integration itself.
Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.
Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it.
The proper steps to take for us to authorize, and for you to submit cases, are as follows:
Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info
Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually.
If you experience issues, please email email@example.com
Issue Issue Description When attempting to add an additional Facebook or LinkedIn Launchpoint service, it does not appear as an option in the drop down.
Solution Issue Resolution While we only support one Launchpoint service for each integration type, we support multiple accounts through the Launchpoint service that the customer adds. The user account that is used to authenticate the service will need to have the appropriate permissions to each business page that is going to be used by the instance.
Issue The GoToWebinar integration is not able to see a webinar that has been set up as a "Simulated Live" record type.
Solution GoToWebinar requires v2 for the GoToWebinar API for the "Simulated Live" webinars. Marketo is still on v1 of the API so "Simulated Live" webinars are not supported at this time.
Who This Solution Applies To
Customers integrated with GoToWebinar
Issue When attempting to import an audience through the Facebook Custom Audience integration an error is received with a variation of the following error text:
"error_code": 1870068, "error_summary": "Contains a Disabled Audience", "error_message": "Contains a Disabled Audience: This ad set was paused because it contains at least one audience that was disabled. Disabled audiences were shared by accounts that are no longer active. To fix this issue, remove the affected audiences: <affected_audience_names>"
Solution Facebook allows for audiences to be shared across multiple business managers. In the past, if one business manager was disabled after sharing an audience, the remaining mangers would still have access to that shared audience. Facebook made a policy change December 11th, 2018 which has removed the ability to access those shared audiences owned by disabled accounts.
To resolve this error, the disabled account must be reinstated by Facebook or an alternate audience with an active Facebook account must be chosen
Who This Solution Applies To Clients Utilizing Facebook Custom Audiences
Issue Webinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login.
Solution Marketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration.
Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service. Create the integration user in the webinar provider and complete the integration Re-enable SSO for your webinar service after the webinar is over.
Who This Solution Applies To Clients leveraging SSO for Launchpoint services
Issue Do webhook calls contribute to the daily API limit/quota visible in [Admin > Integration > Web Services > API Call Information] ?
Solution No, webhook calls are not counted as part of the daily API limit. Webhooks do not have any execution limits.
Issue The Call Webhook flow is successful but the Marketo field mapped is not updated.
Solution Marketo can translate data received by a Webhook to a lead field. If the fields are not getting updated:
Check if the Response types are JSON or XML. The correct response type must be selected in order to map properties of the response back to lead fields in Marketo Check if the fields are blocked from Updates in field management. If the response type is XML, all elements in the XML hierarchy must be referenced in the mapping.
For example: If the XML is:
<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<xs:schema id="NewDataSet" xmlns="" xmlns:xs="http://www.w3.org/2001/XMLSchema" xmlns:msdata="urn:schemas-microsoft-com:xml-msdata">
<xs:element name="NewDataSet" msdata:IsDataSet="true" msdata:Locale="">
<xs:choice minOccurs="0" maxOccurs="unbounded">
<xs:element name="dl_tradingName" type="xs:string" minOccurs="0" />
<xs:element name="dl_physicalstreetname" type="xs:string" minOccurs="0" />
<xs:element name="dl_physicalsuburb" type="xs:string" minOccurs="0" />
<xs:element name="dl_physicalstate" type="xs:string" minOccurs="0" />
<xs:element name="dl_physicalpostcode" type="xs:string" minOccurs="0" />
<xs:element name="pcmaplat" type="xs:float" minOccurs="0" />
<xs:element name="pcmaplng" type="xs:float" minOccurs="0" />
<xs:element name="maplat" type="xs:float" minOccurs="0" />
<xs:element name="maplng" type="xs:float" minOccurs="0" />
<xs:element name="distance" type="xs:float" minOccurs="0" />
<xs:element name="dl_phonenumber" type="xs:string" minOccurs="0" />
<xs:element name="dl_faxnumber" type="xs:string" minOccurs="0" />
<xs:element name="dl_emailaddress" type="xs:string" minOccurs="0" />
<xs:element name="dl_code" type="xs:string" minOccurs="0" />
<xs:element name="pd_postcode" type="xs:string" minOccurs="0" />
<xs:element name="dl_webaddress" type="xs:string" minOccurs="0" />
<xs:element name="dl_dealershipregion" type="xs:string" minOccurs="0" />
<xs:element name="dl_deliverycharge" type="xs:float" minOccurs="0" />
<xs:element name="dl_regionstate" type="xs:string" minOccurs="0" />
<xs:element name="BkAServiceDesktop" type="xs:string" minOccurs="0" />
<xs:element name="NewWinBkAServiceDesktop" type="xs:string" minOccurs="0" />
<xs:element name="BkAServiceMobile" type="xs:string" minOccurs="0" />
<xs:element name="NewWinBkAServiceMobile" type="xs:string" minOccurs="0" />
<diffgr:diffgram xmlns:msdata="urn:schemas-microsoft-com:xml-msdata" xmlns:diffgr="urn:schemas-microsoft-com:xml-diffgram-v1">
<Table diffgr:id="Table1" msdata:rowOrder="0">
<dl_tradingName>Wild West Hyundai</dl_tradingName>
The Response attribute must be:
All the elements need to be referenced in the top down approach.
Issue The webhook error type "The remote server's SSL certificate or SSH fingerprint was rejected" occurs when the SSL certificate is being used on the main domain and not Sub-domains.
Solution Check the URL in Admin > Webhooks Click on the webhook in the right corner. For example, if the URL is, https://onlineservices.test.marketo.com, the certificate needs to be valid on *.test.marketo.com and not just *.Marketo.com. Check this by verifying the certificate on "https://www.sslshopper.com" and all the certificates will be listed as Subject Alternative Name's if the certificate is valid on the sub-domains.
For Google.com "https://www.sslshopper.com/ssl-checker.html#hostname=google.com", the certificate is valid on *.Google.com as well as all the subdomains as listed in SAN's.
Issue Google Adwords gives the error message " This Google AdWords account is already connected to Marketo and can only be used once. Revoke access in your Google account settings and try again."
Solution 1. Click on the Gear Menu in Adwords and Click on "Account Access" tab under account settings.
2. Under Actions menu, Select "Edit Google accounts info" for the Adwords user credentials used in Marketo
3. That will bring up a separate page - myaccount.google.com.
4. In the "Sign-in & security" page there's a "Connected apps & sites" section that lists all of the apps connected to the account - one of them should be Marketo.
5. Clicking the "Manage Apps" link should bring up a list of apps, and clicking on the Marketo app should give you the option to Remove.
6. Once removed, you should be able to reauthorize the account in Marketo.
Issue Is it possible to integrate multiple social media accounts with Marketo for integration with services such as Facebook and Google?
Solution There is only one LaunchPoint service for each, but multiple accounts can be referenced in :
Lead gen forms - Linkedln
Custom audiences - Facebook
Issue What type of formats are accepted for uploading data to Facebook custom audiences from Marketo?
Solution Note: The phone numbers must always have the country code included even if they are in the same country as your business.. The endpoint for facebook allows the following formats:
1-234-567-8910 12345678910 +44 123 456 7890
With or without punctuation is allowed.
Issue A webhook that looks to be structured the same as other functioning webhooks is failing with HTTP Error 400: Bad URL request.
Solution A 400 error message usually means that the request was malformed. In other words, the data stream sent by the client to the server wasn't formatted in the exact way required by the receiving service. You will need to work with the service you are trying to reach to figure out the exact cause of the error with the webhook.
Issue Description Facebook Lead Ads was configured in a Sandbox subscription and then migrated to the Production subscription after testing was completed. After that swap, the Facebook Lead Ads integration is not passing records to the Production subscription. Issue Resolution Deleting the Facebook LaunchPoint service does not unregister it from the Facebook Lead Ad pages. To ensure that the Facebook Lead Ad pages is unregistered from the Sandbox subscription and successfully reconnects to the production subscription, perform the following steps: 1. Go into the sandbox and create (or Edit if it still exists) the Facebook LaunchPoint again (just leave the default settings for pages and fields). 2. Once created, go back into the Facebook LaunchPoint and UNSELECT all of the pages that are currently selected (You want to make sure no pages are selected at this point). 3. Save. By doing this you will be unregistering the Marketo endpoint from all the Facebook Lead Ad pages for the sandbox subscription. You can then delete the LaunchPoint if you wish from the Sandbox subscription. 4. Go into the production subscription, since the Facebook LaunchPoint service exists, go back in edit mode and select all the pages you want to leads to come from. 5. Save. This should be able to successfully select the Facebook Lead Ad pages and register them to the production subscription. 6. Test one of the Facebook Lead Ad pages and verify if the data syncs to the Production subscription. Who This Solution Applies To Facebook Lead Ads Is this article helpful ? YesNo
Issue Description You receive the following notification: The user you have authorized for you Facebook Lead Ads Launchpoint Service may have Insufficient Permissions. Issue Resolution Visit the Facebook help center to validate that the authorized user has all administrative permissions to both your company page and advertising account. If authorized user has all administrative permissions, please contact Marketo Support for further investigation Who This Solution Applies To Customer who use Facebook Lead Ad service