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Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE. Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support.   Marketo Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support.   Support Services – Regions, Hours, and Languages Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region. Live Telephone and Online Technical Support Priority 1 incidents: 24x7x365 via phone or online support case Priority 2-4 incidents: Support available during regional business hours via chat or online support case. Regional Business Hours Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact. Languages Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce. With the above exception, all Support will only be provided in English. Support Access Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services. Regional Business Hours for Support Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents.   Americas Europe, Middle East & Africa Asia Pacific Japan 6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm  
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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Issue You created a picklist field in SFDC and want to know if that field will sync down to Marketo with the field type of picklist.     Solution Marketo has a picklist option in form fields, but not in Lead Database fields. When you sync a field from SFDC that has the type of picklist, this field will show in Marketo with a type of String. However, when you create a form, the field type for your field will show as "select," which is a picklist.  
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Issue Using a random sample rule causes the smart list to update each time. Is there a way to freeze or cache this list so it doesn't update later? Solution Create a static list(or set of lists) and use a Smart Campaign and Add to List flow step with random sample choices to distribute the set of leads.  You can then reuse the static list(s) as many times as you want.    
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Issue What happens if you log off (close) Marketo when importing a large amount of data through list import? Will it be processed or resume when you log back in? Solution It will keep running if you log off.  Next time when you have a large list to import, we would recommend sending a notification to yourself.  There is a little box you can put your email address in right when you start the import, it will email you when the import is done.        
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Issue Leads with the same first and last name are not showing up in the Possible Duplicates list. Solution For leads to be in Possible Duplicates, they need to have the same email address which is the unique identifier in Marketo.  This is the only matching that Marketo does. If the first and last name are the same and one is missing the email address or has a different email address, Marketo will not recognize this as a duplicate.
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Issue After deleting a lead or contact in Salesforce that has been synced to Marketo as a person record, attempting to merge that synced Person record with another Person record in Marketo keeps failing.     Solution When a merge is performed in Marketo, the Marketo Sync User will first automatically attempt to merge the associated records in Salesforce. If the records have been deleted in Salesforce this attempt to merge the records in Salesforce will fail, meaning that the rest of the merge operation will fail in Marketo. To complete this merge, the best option is to perform the merge through the API. The Merge Leads endpoint allows you to skip the automatic Salesforce merge attempt that will always run when performing the merge through the Marketo UI. Marketo support does not troubleshoot or write custom API calls like this, so it is best to work with your in-house developer or IT staff to create these API calls. http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Leads/mergeLeadsUsingPOST        
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Issue You have Workspaces and Partitions in your instance, and a static list that used to contain certain leads is now missing those leads.  The leads still exist in the database and there is no "Remove from List" activity in the Activity History for the affected leads.     Solution This can happen when the workspace that contains the static list no longer has visibility to the partition that the lead record is located in.  The lead may have been moved to a different partition, or the partitions that are accessible to the workspace may have been changed. To confirm whether this is the case, do the following Go to Admin > Workspaces & Partitions and locate the workspace that contains the static list Confirm which partitions are accessible to that workspace Go to the lead record of one of the leads that was in the static list before but is not now. See which partition the lead is in currently. If the lead's partition is not accessible to the static lists's workspace, the lead will not show up in the static list.  
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Issue You want to set a field such as "Country" to be required on a list import. Solution You cannot require a field to be included on a list import. To see any leads imported recently with blank values you can setup a Smart List with a subscription Filters -- Lead was created Source Type - Import [Field you are wanting to watch] is Empty You could setup a daily subscription to get the leads who qualify and then correct those leads as needed.    
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Issue You see one value for Acquisition Program and a different value for Acquired By. What do they mean and how are they different?     Solution Acquired By specifically means 'this program was responsible for creating the lead record'.  Acquisition Program is an attribute that you are able to change, but Acquired By is something controlled by the system that designates when that program is directly responsible for creating the record. For example, if you had an SFDC Campaign that was synced to a Marketo program, and you added a lead to that Campaign, the lead would be synced down to the Marketo program.  You could then use a Smart Campaign to set the value for Acquisition Program.  However, the program would not receive Acquired By credit because the lead came from Salesforce and not from the program directly.      
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Issue Is to possible to set up a distribution list (for internal employees) in Marketo? Solution There is no such feature called "Distribution list" in Marketo. An email can be sent to people only of they are part of your lead database. Alternate Workaround: You can create a excel sheet for your internal employees with their email addresses and import them into a Marketo static list.  You can refer this list in your smart campaign whenever you would need to send a communication email. Note: Mark the email you send as "Operational" to ensure that it reaches all the people in the imported list.    
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Issue Issue Description Person appears to have changed Segment, but there is no activity for that 'Change Segment' recorded in the Activity Log. Segmentation was not recently re-approved, so this would not account for the behavior we are seeing in other circumstances.   Segmentations Not Writing Change Activities However, the record was recently converted from a Lead to a Contact in the CRM.   Solution Issue Resolution Upon Lead conversion to Contact in Salesforce, an "initial" segmentation process for that Contact is computed. During these "initial" segmentation computations, in a manner similar to when a person is initially created in Marketo, no activity is recorded in the record's Activity Log.  
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Issue You are trying to manually edit a lead record to remove the value of the Email field but the change doesn't save.     Solution Marketo enforces this as a required field for deduplication purposes and won't allow a direct manual edit as a preventative measure. Removing the field can create duplicates, so it's generally recommended that instead of removing the field you maintain the record in your CRM or mark this record as marketing suspended to avoid inadvertent communications. However, if you need to remove the value there are two workarounds to this issue. 1) Create a smart campaign with smart list criteria that isolates that specific lead record, with a Change Data Value flow step. Specify Email as the attribute and the New Value as NULL. This will clear out the value for that field. 2) You can remove the email address from that record in your CRM. Marketo treats your CRM as the source of authority, so removing that value in your CRM will sync down to Marketo during the next sync cycle.    
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Issue Description: The Activity Log shows "Fill out a form" without a page visit. How users could fill out a form without visiting the page? Issue Resolution: Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented Private Browsing. Pages that users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.
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Issue A Change Data Value activity gets recorded on a person record but the Updated At field for the record doesn't get changed to reflect it.   Solution The "Updated At" field in Marketo is a system managed field that gets refreshed any time that there is a data value change to a person field, but not when the field is on the company object instead.  To confirm what object the field in question is on, search for it in Field Management and check what folder it is located in.  The folder Info (or Lead Info) contains person fields while company fields are contained within the Company Info folder.
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Issue Issue Description When a lead is created through an API call, the Reason and Source attributes say "Web Service API" with no further detail.       Solution Issue Resolution As described in the doc here, https://docs.marketo.com/display/DOCS/Understanding+System+Managed+Fields, "Source" and "Reason" fields are managed by Marketo: Web Service API for Original Source Type means Person was discovered by a web service API. For Registration Source Type, it states that Person was created via SOAP/REST API When a lead is created via API, no additional "Source" or "Reason" is provided to Marketo. A possible workaround is to create a custom field and populate it as needed through the API.    
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Issue There is a noticeable delay between when campaign is run and affected person records are updated and activity records are written to.   Solution Check the Campaign Queue.  If the affected campaign is backlogged in the queue, the only resolution is to wait for higher priority jobs to clear.  To check the Campaign Queue go into the Marketing Activities tile and click on the Campaign Queue Tab.   Campaign queue is read only and cannot be reordered. Plan accordingly with very large campaigns to give time to process during off hours or slow times.  
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Issue Issue Description You receive notification that Campaign Failed in trying to update Segmentation for leads.     Solution To troubleshoot this issue review the Segmentations for the following:  Click on the Segmentation to pop up in a dialog box with the failed Segment(s) If a Segment failed to approve, review the Smart List filters for missing values or errors in the smart list logic of the Segment. When errors have been fixed, approve the Segment, review again if the notification occurs again.
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Issue How to copy the data from one field to another field using tokens. Solution It’s very easy and it can be achieved through a Smart Campaign. Create a Smart Campaign and set up the Smart List to target the specific leads you want. In the Flow, use the Change Data Value step. You would need to choose the field you are copying to as the Attribute, and the new value as token {{lead.fieldYouAreCopyingFrom}}. When you run the campaign, the values will be copied across.  Be careful when doing this as the process cannot be reversed and any existing data in the field you are copying to will be destroyed. Note: Use appropriate tokens for the field, if the field is available under lead use lead tokens otherwise company tokens.
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Issue Person/Lead Source is empty. Why isn't it populating?     Solution Marketo does not automatically assign Person Source. We do populate Original Source Type. Assigning credit for a Lead can only be determined by someone with intimate knowledge of a company's marketing strategies.  If someone fills out a form, Marketo doesn't know if they were brought to that form by an email blast, TV commercial, talked to a salesperson, or any number of other reasons. If they came in through a List Import, they could have attended a Tradeshow and signed up there, they could have been exported by a CRM and are being imported, or any number of other ways.  There are many discussions on best practices for handling Lead Source attribution in the Community.  If you need assistance setting up Smart Campaign to update the Lead Source based on your specific business criteria, please contact Marketo Support.    
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