Chargebee products not syncing or mapping correctly in Salesforce

Problem statement

Some merchants report that Chargebee products are not syncing or mapping consistently into Salesforce. During the product sync, certain fields may be missing or not populated as expected. Additionally, new items fail to sync from Chargebee to Salesforce, resulting in ITEM_DOES_NOT_EXIST errors for item prices. No sync logs are generated for these items.

Related scenarios

• Products sync partially — some fields are missing or blank.

• New products or item prices do not appear in Salesforce.

• The sync job fails silently (no logs are created).

• The sync error displays: ITEM_DOES_NOT_EXIST.

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Solution

The issue occurs because the Salesforce user profile used for the integration has MFA enabled and the Session Security Level Required at Login set to High Assurance.

This configuration causes Salesforce to reject Chargebee’s API calls with the following error:

To resolve this, either disable the High Assurance requirement for the integration user or use another Salesforce user without this setting.

Configuration steps

Follow one of the options below to resolve the issue:

Option 1: Use another Salesforce user

1. Assign the integration to a user who does not have MFA or High Assurance session level requirements.

2. Ensure this user has the necessary API and object-level permissions for Chargebee Sync.

Option 2: Modify the existing user’s settings

1. Go to Setup in Salesforce.

2. Navigate to Profiles > [Integration User Profile].

3. Under Session Settings, set Session Security Level Required at Login to None.

4. Save the changes.

Once the settings are updated:

1. Go to Chargebee’s Advanced Actions.

2. Select Retrieve Items to re-sync the products and item prices.

3. Verify that all missing products and fields are now correctly populated in Salesforce.