1. Product Sync – "Could not create/update pricebook entries"
Error message: Couldn't synchronize products. Error: Could not create/update pricebook entries. Error: Couldn't create custom pricebook entries, please try again or contact Younium support.
Cause: A pricebook entry already exists in Salesforce for the product/charge being synced (Salesforce returns FIELD_INTEGRITY_EXCEPTION: This price definition already exists in this price book). This commonly occurs after renaming charges or manually creating price entries in Salesforce.
Solution:
- In Younium, navigate to the affected product/charge.
- Remove (clear) the Salesforce ID stored on the product and/or charge.
- Re-run the product sync from Younium to Salesforce.
- If the issue persists, verify in Salesforce that no duplicate pricebook entries exist for the same product and currency.
Prevention: Avoid manually creating or editing pricebook entries in Salesforce for products managed by Younium.
2. Invoice Sync Fails – "INVALID_CROSS_REFERENCE_KEY"
Error message: INVALID_CROSS_REFERENCE_KEY: invalid cross reference id
Cause: The invoice record in Younium does not have a valid Salesforce Invoice ID, or the referenced Salesforce record has been deleted. Both automated and manual sync attempts will fail.
Solution:
- Check whether the referenced invoice still exists in Salesforce. If it was deleted, see Issue #25 below.
- If the Salesforce Invoice ID field on the Younium invoice is empty or invalid, contact Younium support to clear or correct the reference.
- Re-run the invoice sync.
3. Duplicate Invoices Created in Salesforce
Cause: After the initial invoice sync, the Salesforce Invoice ID is not written back to the Younium record. Subsequent syncs treat the invoice as new and create duplicates.
Solution:
- Identify and delete the duplicate invoice records in Salesforce.
- Contact Younium support to verify that Salesforce Invoice IDs are correctly stored on the Younium invoice records.
- Use the "Clear Last Exported" option in Younium and re-run the sync to re-establish the link.
4. Volume/Tiered Pricing Not Appearing in Salesforce
Cause: After syncing an order from Salesforce → Younium → back to Salesforce, volume or tiered pricing data does not appear on charges in Salesforce. This was a known product defect.
Solution:
- Ensure you are on the latest Salesforce package version (see Issue #35).
- This issue has been addressed in a product fix. If you are still experiencing it after upgrading, contact Younium support with the affected Order ID.
5. Volume/Tiered Pricing Shows Wrong Currency After Sync
Cause: After the fix for volume/tiered sync, the currency displayed on volume/tiered pricing in Salesforce may be incorrect (e.g., NOK instead of EUR), even though Younium shows the correct currency.
Solution:
- Verify that all relevant currencies are activated in Salesforce (Setup → Company Information → Currency Management).
- Contact Younium support if the issue persists.
6. Duplicate Tiers on Change Orders (Shared/Virtual Legal Entities)
Cause: When creating a change order opportunity with new tiered products and syncing back to Salesforce, duplicate tiers appear on existing products. This occurs specifically in environments using virtual/parent/child legal entity configurations (GPC).
Solution: This is a known limitation. Contact Younium support with details of the affected order and legal entity setup for investigation.
7. Order Export – "INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY"
Error message: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY: insufficient access rights on cross-reference id
Cause: The Salesforce integration user lacks the necessary object-level, field-level, or record-level permissions in Salesforce.
Solution:
- In Salesforce, navigate to the integration user's profile or permission set.
- Verify that the user has Read/Write access to all Younium-related objects (Younium Orders, Younium Order Charges, Accounts, etc.).
- Check that Organization-Wide Defaults (OWD) and sharing rules do not restrict the integration user's access to the referenced records.
- Assign the Younium Admin permission set to the integration user if not already done.
8. Order Export – "Entity cannot be modified"
Error message: Failed to export subscriptions to Salesforce. Entity cannot be modified.
Cause: The order record in Salesforce is in a state that prevents modification (e.g., locked by a workflow, approval process, or validation rule).
Solution:
- In Salesforce, check if any workflow rules, validation rules, or approval processes are locking the Younium Order record.
- Ensure no Salesforce triggers are preventing updates to the record.
- If the order was previously synced and is now in a read-only state in Salesforce, you may need to adjust the record status before re-exporting.
9. Change Order Export Does Not Include Updated Charges
Cause: After performing a change order in Younium, the order syncs to Salesforce with a new version and correct values, but charges remain at the old version. This was caused by a code-level bug where lastExportedDate was set prematurely.
Solution:
- Ensure you are on the latest version of the Younium platform.
- As a workaround: edit and save the order and charges in Younium (without changing data) to mark them as modified, then re-export.
- If the issue persists, contact Younium support with the affected Order ID.
10. Change Orders from Salesforce – Incorrect Date Behavior
Cause: When applying a change order through Salesforce, the resulting effective end dates may differ from what Younium would produce natively. Charges may receive two versions instead of one, with the end date being off by one day.
Solution: This is a known behavioral difference between change orders created in Salesforce vs. directly in Younium. Review the effective dates carefully after syncing. If the dates are critical, consider applying the change order directly in Younium and then exporting the result to Salesforce.
11. Change Orders – Unintended Credit Lines on Quantity/Volume Charges
Cause: When performing a change order from Salesforce and selecting all products (even if only modifying some), charges with Charge Model "Quantity" or "Volume" receive unintended credit and re-add lines. Flat charges are unaffected.
Solution: When creating a change order in Salesforce, only include the products that are actually being changed. Do not select unchanged Quantity or Volume charges in the opportunity products.
12. Custom Field Mapping Fails – Picklist vs. Text Type Mismatch
Error message: System.SObjectException: Invalid field [field_name] for Account (Younium)
Cause: The field type in Salesforce (Picklist) does not match the field type in Younium (Text), or the list item keys in Younium do not match the API names in Salesforce.
Solution:
- In Salesforce, check the field type of the custom field (Setup → Object Manager → Fields & Relationships).
- In Younium, ensure the custom field is of a compatible type. For Picklist fields, the Younium list item keys must exactly match the Salesforce API names (not the display labels).
- Update the mapping to use the correct API names.
13. Custom Field Mapping – "Value Not Found in Custom Field List"
Cause: The value being synced does not match any of the defined list items in the Younium custom field. This often occurs when a new picklist value is added in Salesforce but not in Younium.
Solution:
- In Younium, navigate to Settings → Custom Fields and verify that the field contains all expected values.
- Add any missing values to match the Salesforce picklist options.
- Ensure values match exactly (case-sensitive).
15. Discount Field Disabled in Salesforce Product Picker
Cause: In the Salesforce Product Picker, the Discount field is read-only by design. Discounts are auto-calculated based on the difference between List Price and Sales Price.
Solution: To apply a discount, edit the Sales Price field instead. The discount percentage will be calculated automatically. For tiered products, the tiering table supports bidirectional recalculation.
16. Decimal Limitation in Salesforce Product Picker (2 Decimals)
Cause: Salesforce's product picker only supports 2 decimal places for display and editing. Prices with more than 2 decimals are retrieved correctly but may fail to save after editing.
Solution: This is a known Salesforce platform limitation. If your pricing model requires more than 2 decimal places, consider managing pricing directly in Younium and syncing to Salesforce (rather than editing prices in the Salesforce product picker).
17. Initial Term Field Limited to 2 Digits (Max 99)
Error message: Value outside of valid range on numeric field.
Cause: The "Initial Term" field in the Younium Salesforce package only accepts values up to 99 (2 digits). Younium itself supports 3+ digit values (e.g., 120 months).
Solution: This is a known limitation of the current Salesforce package field definition. Contact Younium support to request a field update, or manually adjust the term in Younium after the initial sync.
18. Renewal Opportunities Do Not Update Existing Orders
Cause: Closing a renewal opportunity in Salesforce does not automatically update or renew the existing order in Younium. The integration currently treats renewal opportunities as new syncs rather than renewals.
Solution:
- After closing the renewal opportunity in Salesforce, manually renew the subscription in Younium.
- Update the order details (products, terms) in Younium to match the renewal opportunity.
Note: Automatic renewal sync from Salesforce is a known feature gap. Additionally, the integration only supports full-month increments for renewals — specific date-based renewals must be done directly in Younium.
20. Invoice Sync – "REQUIRED_FIELD_MISSING: Younium__Account__c"
Error message: REQUIRED_FIELD_MISSING: Required fields are missing: [Younium__Account__c]
Cause: Invoices belonging to accounts that do not have a Salesforce Account ID are included in the sync and fail because the required Account reference is missing.
Solution:
- Ensure all accounts that have invoices to sync are first synced from Salesforce to Younium (so they have a Salesforce ID).
- If an account should not be synced, consider excluding it from the invoice sync scope.
- The "Last Exported" timestamp and "Clear Last Exported" button may not work as expected — contact Younium support if you need to reset the sync state.
21. Duplicate Orders in Salesforce After Cancel/Change
Cause: When orders are cancelled or changed in Younium, duplicate orders may appear in Salesforce. The root cause can vary between Younium sync logic and Salesforce-side configurations.
Solution:
- Review the integration logs in both Younium and Salesforce for the affected orders.
- Remove duplicate records in Salesforce manually.
- Contact Younium support with the affected Order IDs for investigation.
22. Product Picker Not Visible to Some Users
Cause: Salesforce profile or permission set configuration prevents certain users from seeing the Younium opportunity product picker component.
Solution:
- Verify that the affected user has the Younium Admin permission set assigned (Setup → Permission Sets → Younium Admin → Manage Assignments).
- Check that the Younium Lightning component is added to the Opportunity page layout used by the affected user's profile.
- Review Salesforce profile settings for visibility of the Younium app and related objects.
23. Authentication / Access Token Errors
Error messages:
Access Token Refreshed errorCouldn't fetch a new access token: unsupported_grant_type
Cause: Misconfiguration of credentials or Named Credentials in Salesforce, often after migrating from legacy API users to the new secret-based authentication method.
Solution:
- In Younium, go to Privacy & Security → Personal Tokens and generate a fresh token (Client ID + Secret Key).
- In Salesforce, open the Younium app and click Update Credentials. Enter the new Client ID and Secret Key.
- Click Get Legal Entities to verify the connection.
- If using Named Credentials in Salesforce, ensure the configuration matches the new authentication method (not legacy API credentials).
24. Currency Mismatch on Product Sync (Multi-Currency)
Error message: INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST: Currency ISO Code: invalid currency code: CAD
Cause: Salesforce multi-currency is enabled, but the specific currency code (e.g., CAD) used on the Younium product has not been activated in Salesforce.
Solution:
- In Salesforce, go to Setup → Company Information → Currency Management.
- Add and activate the missing currency code (e.g., CAD).
- Re-run the product sync.
Prevention: Before adding a new currency to products in Younium, ensure it is activated in Salesforce first.
25. Products Deleted in Salesforce Cause Sync Errors
Cause: Products or charges that were synced from Younium to Salesforce and then deleted in Salesforce cause update failures on subsequent syncs, because Younium still references the deleted Salesforce record.
Solution:
- Best practice: Never delete synced products in Salesforce. Instead, inactivate them.
- If a product has already been deleted, contact Younium support to clear the Salesforce IDs from the backend.
- After clearing, re-sync products from Younium.
26. Tiered Product Discount % and List Price Sent as Zero
Cause: When syncing tiered products from Salesforce to Younium, the Discount % and List Price fields are transmitted as 0.00 instead of their actual values.
Solution: This is a known integration limitation for tiered products. Verify and manually correct the Discount % and List Price in Younium after sync, or manage tiered pricing directly in Younium.
27. Billing Period Field Missing from Salesforce Package
Cause: The "Billing Period" field is not included in the standard Younium Salesforce package under the Opportunity Product object.
Solution: You can add this field manually in Salesforce:
- Create a custom field on the Opportunity Product object.
- Use custom field mapping in the Younium Salesforce settings to map it to the corresponding Younium field.
28. Change Order – Charge Effective Start Date is Empty
Cause: When performing a change order via Salesforce, the new charge version may be created without an effective start date despite "startOn" being set to "SpecificDate". This can cause invoicing from the original start date.
Solution:
- After syncing a change order from Salesforce, verify the effective start dates on all charges in Younium.
- Correct any missing dates before generating invoices.
- Contact Younium support if the issue occurs consistently.
29. Discount Calculation Mismatch Between Salesforce and Younium
Cause: Salesforce has a "Total Price" field that Younium does not use. When discounts are applied outside the Younium product picker (using standard Salesforce fields), the discount calculation differs because Younium calculates discount as (List Price − Sales Price), while Salesforce may use Total Price.
Solution: Always apply discounts through the Younium product picker in Salesforce. Avoid editing discount or price fields in the standard Salesforce Opportunity Product editor, as this may produce mismatched calculations.
32. Deleted Order Sync Fails When SF Order ID is Empty
Cause: When syncing deleted orders to Salesforce, orders without a Salesforce Order ID still attempt to sync and fail. An empty string in the SF Order ID field is handled differently from a NULL value.
Solution: Contact Younium support to clear the empty-string SF Order IDs from the affected records in the backend.
34. OpportunityLineItemTrigger Error When Adding Products Outside Product Picker
Error: Trigger error from ynm.OpportunityLineItemTrigger when adding products through Salesforce flows.
Cause: The Younium Salesforce package installs a trigger on the OpportunityLineItem object. If products are added to opportunities through custom flows or screen flows (outside the Younium product picker) without assigning UnitPrice, the trigger throws an error.
Solution:
- In any custom Salesforce flow that adds Opportunity Products, ensure the UnitPrice field is populated.
- Alternatively, deactivate the
ynm.OpportunityLineItemTriggerif you do not use the Younium product picker for certain opportunity types (note: this may affect Younium sync functionality).
35. Salesforce Package – Upgrading to the Latest Version
Cause: Customers on older Salesforce package versions may experience persistent sync issues that have been resolved in newer versions.
Solution:
- Check your current package version in Salesforce: Setup → Installed Packages → Younium.
- Install the latest version using the link provided in the Younium support documentation:
/packaging/installPackage.apexp?p0=04tQy000000G1WPIA0(Version 0.11) - Choose "Upgrade for All Users" during installation.
- After upgrading, verify that existing integrations and sync jobs continue to work as expected.
- Contact Younium support for guidance if you have concerns about upgrade impact.
36. Tiers Editable in Product Picker – Locking Tiers
Cause: Sales representatives can edit pricing tiers in the Salesforce product picker, even when tier pricing should be fixed.
Solution:
- In Salesforce, navigate to the product record.
- Enable the setting "Tiers Locked in Product Picker" on the relevant product.
- This prevents users from modifying tier values when adding products through the Younium product picker.
37. Renewal Orders – Only Full Month Increments Supported
Cause: Renewal orders through the Salesforce integration only support full-month increments. Specific date-based renewals (available natively in Younium) are not supported through the integration.
Solution: For renewals that require specific date-based terms (not aligned to full months), perform the renewal directly in Younium and then sync the result to Salesforce.
38. Download Invoice from Salesforce Fails
Cause: Attempting to download a Younium invoice from within Salesforce fails, typically due to permission configuration for the integration user.
Solution:
- Verify that the Salesforce integration user has the Younium Admin permission set.
- Check that the user has access to Content/Files objects in Salesforce.
- Ensure Salesforce session settings allow file downloads for the integration user's profile.
39. Accounts Not Syncing from Salesforce to Younium
Cause: Specific accounts fail to sync from Salesforce to Younium with no clear error message. This can occur intermittently.
Solution:
- Verify that the account in Salesforce has all required fields populated (Name, etc.).
- Check that a mapped field on the account has been modified — the sync triggers on field changes to mapped fields.
- Try manually editing and saving the account in Salesforce (even without changing data) to trigger a new sync attempt.
- Review the Salesforce Developer Console logs for any hidden errors during the sync.
- If the issue persists, contact Younium support with the affected Account ID.
General Best Practices
- Always use the Younium Product Picker in Salesforce when adding or editing opportunity products. Editing prices or discounts through standard Salesforce fields may cause calculation mismatches.
- Do not delete synced records in Salesforce. Inactivate products instead of deleting them. If records are accidentally deleted, contact Younium support to clear backend references.
- Keep your Salesforce package up to date. Many sync issues are resolved in newer package versions.
- Verify Salesforce permissions for the integration user. Most "access" or "cross-reference" errors are caused by insufficient permissions.
- Activate all required currencies in Salesforce before adding them to Younium products.
- Review integration logs in both Younium (Settings → Integration Logs) and Salesforce (Younium App → Previous Jobs) when troubleshooting sync issues.
Contact & Support
When to Contact Younium Support:
- None of the above troubleshooting solved your issue
What to Provide:
- Tenant/Environment name
- Legal Entity name
- Timestamp of when issue occurred
- Screenshots of error messages
- Steps to reproduce the issue
- Affected Salesforce Account, order, charge, invoice IDs or other relevant data (We do not per standard have access to your Hubspot environment)