Problem
Customer needed to connect KTAPI to Salesforce sandbox environments. The connection process was blocked by MFA/authenticator app verification requirements on the admin user account, preventing Kaptio support from completing the password reset needed for KTAPI authentication.
What We Found
Two main blockers were identified: 1) The admin user had an authenticator app (MFA) connected which blocked password resets - support could not obtain the verification code. 2) Credentials for one sandbox were not visible in 1Password. Additionally, connecting additional sandboxes may require commercial agreement approval before proceeding.
Solution
- Change the admin user email address in the sandbox to the Kaptio admin format (e.g., admin+customer@kaptio.com.sandboxname)
- Request the customer to send a password reset email for the admin user
- If MFA/authenticator app is blocking access, ask the customer to disconnect the authentication app from the admin user
- Once password reset is received, update the password and save to 1Password
- Create a new client in the KTAPI dashboard (https://core-dashboard.kaptioapis.com)
- Connect the Salesforce org to the new client
- Schedule a full sync and monitor for errors
- Once full sync completes successfully, activate the sync
- Notify customer that connection is complete and ask them to verify
Notes
- Admin user format is typically: admin+customername@kaptio.com.sandboxname
- If authenticator app is blocking password reset, customer must disconnect it from their side - Kaptio support cannot bypass this
- Additional sandbox connections may require commercial agreement approval - check with management before proceeding
- Full sync must complete before activating ongoing sync
- Process typically takes a few days due to back-and-forth with customer for password resets and MFA disconnection
Warnings
⚠️ Cannot reset password if MFA/authenticator app is enabled - customer must disconnect it first ⚠️ Additional sandbox connections beyond what’s included in contract require commercial approval before proceeding ⚠️ Verify 1Password entries exist for sandbox credentials before starting
Source: KHELP-12339