Salesforce Integration is not finding or creating Account / Contact record in Salesforce.

Hello Support,

I want to provide the use case so that you can fully understand the issue.

We have a prayer request form on our website. Members complete the prayer request form and it creates a case in Salesforce. Our Prayer team calls, emails, or sends a letter to our members based on the cases in the Prayer Request case queue.

What we are seeing is that the first time a person (not an existing contact in Salesforce), completes the form, everything works as expected. However the second time that same person submits a prayer request, the case is created however the contact information is missing on the case. The Salesforce integration doesn't find the newly created contact record and neither is a new (second) contact created.

When I check the submissions, the form is filled out in its entirety but the contact information isn't captured in Salesforce.

The form is CDM Prayer Request Form: https://www.jotform.com/build/211607808026048/settings/integrations

Records used for testing are: cases 00015908 and 00015908.

https://worldchangers2.lightning.force.com/lightning/r/Case/500PH00000Cxb4mYAB/view

https://worldchangers2.lightning.force.com/lightning/r/Case/500PH00000CxjyPYAR/view

Hi wccinfrastructure,

Thanks for reaching out to Jotform Support. I'm sorry you're having an issue with this. Please try reintegrating your Salesforce integration. Here's how to do that:

1. In Form Builder, click on Settings in the orange navigation bar at the top.
2. Click on Integrations from the left panel menu.
3. Next, click on Salesforce, and click on Remove Integration.

Then integrate it again. We have a guide on How to Integrate Jotform with Salesforce. Additionally, you can toggle On the "Update an existing record" option to update an existing contact on your Salesforce account:

Give it a try and let us know if you need any other help.