Sign-in and installation
| Symptom | Safe response |
|---|---|
| The App Page does not open | Confirm the account ID is correct, your HubSpot user can access that portal, and TerritoryLogic is installed there. |
| You entered an uninstalled portal at sign-in | Return to Sign in and enter the account ID where TerritoryLogic is installed, or use Install to create a new isolated workspace. |
| The console says authentication is required | Use Sign in or launch from the HubSpot App Page again. Do not reuse an old launch code; it is single-use and expires quickly. |
| OAuth was denied | Start again only after deciding the listed company, schema, and owner read scopes are acceptable. Do not try to bypass HubSpot approval. |
Sync and record coverage
- If the first sync is still running, leave it queued and check Workspace settings later.
- If it failed, run one full resync. A repeated failure should be escalated with the portal ID, time zone, and request/correlation ID.
- If company counts look low, check archived status, country, ZIP validity, and the current Free managed-record limit.
- If a corrected HubSpot ZIP does not appear, complete a resync before running another simulation.
ZIP editor and CSV
- ZIP rejected: use exactly five ASCII digits in the editor. Keep leading zeroes.
- ZIP belongs elsewhere: remove it from the other territory intentionally; the editor will not silently move it.
- CSV rejected: fix every reported row or conflict. Merge is all-or-nothing.
- Map outline missing: confirm the five-digit source value before adding it manually. ZCTA display geometry is not the routing authority, and TerritoryLogic does not prove current USPS issuance.
- Save conflict: reload the latest draft and reapply your change. Do not overwrite another editor's revision.
Simulation and publication
- Simulation blocked: finish the initial sync, save the draft, and resolve owner/ZIP configuration errors.
- Simulation stale or expired: run a new one. Do not rely on an old preview.
- Live writes disabled: this is expected for public installs. The portal is not allowlisted and/or lacks the company-write OAuth scope.
- Record changed after preview: TerritoryLogic preserves it as a safe skip. Re-simulate instead of forcing the prior answer.
- Publication response was lost: use the displayed recovery action. Do not press unrelated controls or manually edit ledger state.
What to send support
- The HubSpot portal ID and TerritoryLogic screen.
- The approximate time and your time zone.
- The correlation/request ID shown by TerritoryLogic.
- What you expected and the last safe action completed.