What this is
This guide walks through troubleshooting a common issue with the Propensity Account History in Salesforce: the iframe loads, but doesn't pull in any data.
When to use this
Use this guide when:
- The Account History iFrame loads normally, you don't see a "click here to set up in Propensity" prompt
- No data appears in the iframe for any account: no intent signals, no website visits, no contacts
This guide covers the case where the iframe has already loaded normally, without a setup prompt, but isn't returning data.
Step 1: Check the Workspace API key
This issue is most commonly caused by an incorrect Workspace API key in Salesforce. A Salesforce admin will need to view and edit this setting.
- In Salesforce, go to Setup and search for Custom Settings
- Find and click Propensity Settings
- Click Manage
- Locate the Workspace API key field
The value should be a clean alphanumeric string matching your Propensity workspace API key exactly. A common error is finding "https://" or other extra characters at the beginning of the field, in addition to the key itself. If you see anything other than the key alone, that's likely the cause.
Step 2: Correct the API key, if needed
If the Workspace API key doesn't match, or includes extra characters:
- Click Edit
- Paste in your correct Propensity workspace API key
- Save
Step 3: Confirm the iFrame is working
Navigate to an account record in Salesforce for an account you know has activity in Propensity, such as intent data or website visits. If you're not sure which account to use, pull one from the Contact Website Tracker to confirm it has at least one tracked visit.
Open the Account History iFrame on that record and confirm data now appears.
If the issue persists
If correcting the API key doesn't resolve the issue and no data is still pulling in for any account, check:
- Is the Website Tracking Script deployed from your Propensity workspace? See How to Set Up the Website Tracker
- Is there an ICP audience with intent topics linked to your ABM Connected Website report in Propensity?
These two sources feed most of the data shown in the iFrame. If they're narrow or not configured, the iFrame may show no data even with a correct API key.
When to escalate
Escalate to the Propensity support team if you've confirmed both of the following and the issue persists:
- The iFrame has been authenticated with Propensity (no "click here to set up" prompt)
- The Workspace API key is formatted correctly