---
schema_version: "1"
id: c133819b3f33faeb56c497e16128266220b18780771b409c3eb4090bc8485944
title: Troubleshoot Connected App
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/mktg/264-0-0/mc_co_troubleshoot_connected_app.md
canonical_url: https://help.salesforce.com/s/articleView?id=mktg.mc_co_troubleshoot_connected_app.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7a26adb71736ec5b385dcc5cdd25d564ae0c34526751a0dd1f6c10c8f3818f46
description: Follow these tips to troubleshoot your Connected App authentication for Marketing Cloud Connect for Marketing Cloud Engagement.
products:
  - Marketing
  - Cross Cloud
release: "264"
---
# Troubleshoot Connected App

Follow these tips to troubleshoot your Connected App authentication for Marketing Cloud Connect for Marketing Cloud Engagement.

## Users Can't Access Marketing Cloud Connect

Ensure that you granted users the Marketing Cloud for AppExchange User permission and the permission set created during the Connected App Authentication process. Apply this same permission to the Marketing Cloud Connected App.

If those permissions have been granted to the users, check to see if you changed your connected Engagement account or business unit. It’s possible that the system is attempting to log in the users to a previously connected Engagement account or business unit. Salesforce uses tokens stored in a protected custom setting to authenticate between Engagement and other clouds. Resetting your connection doesn’t reset those tokens.

Refreshing the API user connection resets Marketing Cloud Connect users tokens account-wide. Go to the Marketing Cloud Connect configuration page and click **Change API User**. Reenter the credentials for your existing Marketing Cloud API user.

Reconnect any connected business units after refreshing the user.

## Users Receive a Login or Credential Exception When Sending a Marketing Cloud Email

Grant users access to the permission set, created during the Connected App authentication process, to send using Marketing Cloud Connect.

#### See Also

- [Permission-Based Access](https://help.salesforce.com/s/articleView?id=mktg.mc_co_permission_based_accessibility.htm&release=264.0.0&type=5 "If you purchased Marketing Cloud Engagement Licensing after our September 2016 Release, you can access Marketing Cloud Connect functionality. You can access the features when your Marketing Cloud and CRM users are connected: enter a valid username in the Salesforce.com status field on the Marketing Cloud user record.")
- [Manage Users](https://help.salesforce.com/s/articleView?id=mktg.mc_co_manage_users.htm&release=264.0.0&type=5 "After completing the Marketing Cloud Connect for Marketing Cloud Engagement installation and setup, integrate Engagement and Sales or Service Cloud users to enable access to Marketing Cloud Connect.")
- [Map Business Units](https://help.salesforce.com/s/articleView?id=mktg.mc_co_business_unit_management.htm&release=264.0.0&type=5 "Map business units from Marketing Cloud Engagement Enterprise 2.0 accounts across clouds to enable them in Marketing Cloud Connect.")