We have a user in our Marketing Cloud connecting to our CRM that is from an old supplier and should be changed. What is the impact of disconnecting and connecting a new user? Is that a possibility?
We also had to change the password of said user and now it seems the connection between SF and MC is broken but only on the direction MC->SF. Even though it says connected in the integration setup page, the update object activity from journeys is not communicating to SF anymore.
From SF to MC information is still flowing (probably because the API user is unchanged).
Appreciate any insights you might have
#Marketing Cloud
Yes, you can change the connector user - and the one-way break is almost certainly the security token, not the user.
That is the tell: changing the user password in Salesforce also RESETS their security token. Marketing Cloud Connect uses that user to authenticate the write-back direction (the Update Contact / Salesforce activities in journeys), so a stale token blocks MC to SF while SF to MC keeps flowing. The page still shows Connected because the login itself is fine - it is the token that is stale.
Fix now: reset or get the new security token for that user and re-enter username, new password, and new token in the Marketing Cloud Connect connection, then re-authenticate.
Switching to a new user is fully supported - set the new user up first with the same access: API Enabled, the Marketing Cloud permission set, the Marketing Cloud connected app, and CRUD/FLS on every synced object, then point the connection at it. Records the old user already created keep that ownership.
To stop this recurring, use a dedicated integration user and enable Exclude API Users from Password Expiration - an expiring connector password breaks the sync exactly like this.
if this helps, please mark it as the Best Answer so it helps the next person - thanks 🙂
