Troubleshooting Guide

Can't find the app after installation

Solution:

1. In HubSpot, navigate to Settings → Integrations → Connected Apps
2. Look for "GoPure CRM Cleanup" in the list
3. If you don't see it, try refreshing your browser
4. Check that installation completed successfully

Installation failed or was interrupted

Solution:

1. Try the installation process again from the beginning
2. Ensure you have admin permissions in your HubSpot account
3. Clear your browser cache and cookies, then retry
4. If problems persist, contact our support team

"Access denied" or permission errors

Solution:

1. Ensure you have super admin permissions in HubSpot
2. Check that your organization allows third-party app installations
3. Verify all required permissions were granted during installation
4. Try logging out and back into HubSpot, then access the app again

Job stuck in "Preparing" status

Possible causes and solutions:

• Large number of Hubspot records: Jobs can take hours for large contact databases. Please keep waiting until the job is completed. The reason for this is that we need to stay within your Hubspot account's API limits.
• HubSpot rate limits: We respect your account's API limits. Jobs may queue if limits are reached.

Job completed but 0 records were cleaned

This is normal if:

• Your contact data was cleaned in between the time that the job preparation ran and analysed the contact, and when the job ran to make cleanup. At the time to job runs, we will re-evaluate again to make sure all data is up to date.
• We couldn't confidently normalize unclear values. This means we will not normalize any values we are not confident in, and will preserve the original data.

Note: you only pay for successfully cleaned properties! - if nothing was cleaned, you weren't charged.

Job failed with an error

1. Check the job details section for specific error information
2. Try running the same job type again
3. Ensure your HubSpot connection is still active. You can connect again using this link.
4. If errors persist, contact support.

Data safety: Failed jobs never modify your original data - it remains unchanged.

Not receiving monthly free credits

Solution:

1. Free credits are added automatically on the 1st day of each month
2. Check your account's credit balance in the app settings
3. If credits are missing after the 2nd of the month, contact support

Charged for records that weren't cleaned

This shouldn't happen.

• We only charge for successfully normalized properties
• If we can't clean a property confidently, it's not counted
• Check your job results to see exactly what was cleaned
• If you believe there's an error, contact support

Why wasn't my specific data format recognized?

Our process:

• We use a comprehensive database of common variations and misspellings, and for unclear cases AI assistance.
• When confidence is low, we preserve original data rather than risk incorrect changes, this protects your data integrity
• Read more at the Clean Country job details.

Can I undo changes made by a cleaning job?

Data safety features:

• We maintain detailed logs of all changes made
• Each job shows exactly what was changed from what to what
• For reversal requests, we can help restore previous values if needed, contact support for help.

💬 Contact Support

Our team is here to help you get the most out of GoPure CRM Cleanup.

When contacting support, please include:

• Your HubSpot account domain
• The relevant job details (name, title, job ID if possible)
• Screenshot of any error messages
• Description of what you were trying to do