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Helpful Links
Click on these helpful resources to learn more about Apsona!

#1 Resolution:

When in doubt, Clear Apsona's Cache

Apsona is a browser based application and uses a browser cache to hold Apsona and Salesforce settings. This keeps us lean and fast! 

This cache is unique to every user, computer, and browser. Whenever you make changes in Salesforce (ie: new fields, objects, or user permissions) Apsona won't see them until the cache is cleared. Try it out....didn't work?...ok, read on.

Missing fields, objects, or can’t see an Apsona product?

  1. Ask affected Apsona users to clear Apsona’s cache on their own machines

  2. Check the affected profile’s Apsona Configuration

  3. Visit “Manage Licenses” in Apsona (this is where you assign Doc Merge)

  4. Can’t see the Apsona Tab?

  5. Review user’s Salesforce Profile and Permission Sets

Mail Merge or Template not working as expected?

  1. Merge fields not working? Use Word's insert tool (here's a GIF)

  2. Too many documents from Sublists? Hint: Use 2 data sources (diagram)

  3. Can't access Logging Options? Hint: include the object ID in your report

  4. Need other users to edit your merge actions?

  5. Struggling to merge an image saved as a Salesforce File?

  6. Too many clicks to create merge fields? Try this macro, here's a video

Common Errors

  1. "SoqlBuilder: Can't find field..." - user doesn't have the right field or object access

  2. "Semi join sub-selects" - It's an issue with "OR" logic in your filter

  3. "Apex Time Out" or "Apex CPU Time Limit Exceeded" - Reduce your Batch Size

  4. "Found 'ELSE' without a matching IF field" - check your merge fields, make sure your table merge fields are build properly

  5. "Uncaught TypeError: Cannot read properties" - Do you have a VPN?

  6. "Domain refused to connect" - Try this or this

  7. "Internal error: ap__039 - user doesn't have the right field or object access

Technical Support Requests:
Save yourself time!
Visit our Support Documentation Page  and search for key words describing your question so you can get your answer without waiting for us.

Get Live Support!
You are always welcome to join our twice-weekly Apsona Hours where product and licensing experts answer questions and provide live screen-share support.

Tuesdays 8am  PT/ 11am ET
Tuesdays 11am PT/ 2pm ET
Thursdays 10 am PT / 1 pm ET
No registration required - join via:​​​​

Helpful Installation and Licensing Resources
Installing Apsona Products?
Assigning Licenses?
Troubleshooting License Assignment?
Installing Apsona Products?

Install in a sandbox. It's free forever!

Check out our Getting Started support article

App Exchange Listings:


Assigning Licenses?
Check out our License Assignment Playlist on YouTube!


Troubleshooting License Assignment?
visit our support pages below
Helpful Reporting links!
Check out our Filtering and Reporting Playlist on YouTube!

These support articles might have the answer you need:

Helpful Document and Email Merge links!
Check out our Intro Video to Document Generation on YouTube!

These support articles might have the answer you need:
Helpful Import and Export links!
Check out our Intro Video to Importing on YouTube!

These support articles might have the answer you need:
Helpful Deduplication and Match links!
These support articles might have the answer you need:
Helpful Batch Gift Entry links!
These support articles might have the answer you need:
Helpful Apsona Grids links!
Check out our Intro Video to Grids on YouTube!


These support articles might have the answer you need:
Helpful Scheduler links!
Check out our Intro Video to Scheduler on YouTube!


These support articles might have the answer you need:
Support Details
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See our Pricing Page for full details (non-profit pricing)
  • Apsona for Salesforce is the base package and required for all add-on licenses
  • All packages include 3 user licenses (Apsona Grids includes 10 licenses)
Preferred Payment Method

Demo Registration Page
Great news! No need to submit a request.

Our website shows upcoming demos for all of our products.

Visit our demo page now to register. See you there!


Partner Hours
As a Consulting Partner, you gain access to our weekly live office hours where product and licensing experts answer questions, brainstorm, and provide technical support!  

Tuesdays at 11am PT/2pm ET. Join via:


You are also always welcome to our twice-weekly customer facing Apsona Hours:
Tuesdays 8am PT/ 11am ET and Thursdays 10 am PT / 1 pm ET***
***no hours on the third Thursday of each month due to our webinar schedule***
Provide additional information
Please provide necessary details below if:
  • There is a procurement process
  • You have a Purchase Order
  • You require additional documentation from Apsona, like a W-9
  • You have any other important information about your request

Salesforce Org ID
It is very helpful to have the Salesforce Org ID of your environment. Please see this article for instructions

Upload Files and Images (optional)
Upload any relevant documents and images (all files must add up to less than 30 MB).

Examples of helpful uploads include:
  • Merge templates you are experiencing issues with
  • Samples of merged documents that are not merging as expected
  • Screenshots of errors
  • 501c(3) documentation
Feedback on our new form (optional)
Please provide input on the contents of our request form. Our goal is to serve you faster and more accurately by asking specific questions. If you have ideas of how we can improve this form, please let us know!

Quick Help at Your Fingertips

Technical Info

Dive into detailed guides and technical documentation to understand the ins and outs of Apsona’s tools.

Support Documentation

Browse our comprehensive knowledge base for step-by-step articles and troubleshooting tips.

Live Demo

Sign up for a live demo and see firsthand how Apsona can transform your Salesforce experience.

Other Ways to Connect With Us

Toll free in the United States
Please use the form above for a faster response. To email us directly
Sales inquiries:
Support inquiries:
7040 Via Valverde San Jose, CA 95135

Go Ahead, Read What Users Have to Say About Our Customer Service

  • The best remedy for inevitable dupes. Love how easy it is to compare more than two (2) apparent duplicates and make the best decision on which should be the master and what should be merged. And the price is definitely right for this incredibly powerful and productive tool!!

    - Melissa Hill Dees

  • Customer service is second to none, and always ready to walk you through any scenario!

    - Gerald Massa

  • Customer service has also been really awesome, and they offer a lot of good resources for users who are getting started (their Youtube channel is great).

    - Kaitlyn Sanborn

  • I reached out to customer service to help me figure out how to make the certificates conditional and they worked with me patiently until we found a solution. I'm very happy with this product and their customer service!

    - Brenna Everson

  • It's rare that I need support because their documentation is excellent, but when I do, questions are answered quickly and their entire team is professional and knowledgeable--and they always make me feel valued as a customer. Keep up the good work Apsona!

    - Laurie Gardner