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Support
How to reach us, what to send with your first email, and fixes for the problems we see most often.
Updated 2 September 2026
Contact us
| dev@nidish.com | |
| Hours | Monday–Friday, 9:00–17:00 IST, excluding public holidays |
| First response | Within 2 business days |
There is no charge for support of the HubSpot integration.
Before you contact us
Sending these four things with your first email usually saves a round trip:
- Your HubSpot Account ID (Hub ID). You'll find it under your account name in the top navigation, or in the URL:
app.hubspot.com/contacts/<HubID>/. - The environment you're connected to — Staging or Production.
- The contact record URL or contact ID for any contact that isn't behaving as expected.
- What you expected to happen and what actually happened, with a screenshot if you have one.
Never send us these
Do not include your provider API key or any passwords in a support email. We never need them, and we will ask you to rotate any key that reaches us.
A contact I opted in isn't syncing
Work through these in order:
- Open the contact's Utility Data Sync sidebar card and click Sync now.
- If it still doesn't update, open the app's Settings tab and confirm it shows Connected. If the API key is missing or invalid, nothing will sync.
New opt-ins normally sync within a minute. A background pass also runs about every 15 minutes, so give it that long before treating it as stuck.
"Couldn't save the API key" on the Settings page
The Settings page tells you which of the two failures happened:
| What you see | What to do |
|---|---|
| The provider rejected this API key | The key is wrong for the selected environment. Check you copied the full key, and that Staging or Production matches the account the key belongs to. |
| Could not reach the provider | A temporary network issue. Try again in a few minutes. |
I switched environments and don't see new data
The switch takes effect on the next sync pass, about 15 minutes. To see it immediately, press Sync now on a specific contact.
A contact's properties look wrong after reinstalling
Reinstalling only affects the HubSpot connection. Your provider customers and any data already synced are unchanged.
The onboarding link doesn't seem to work
The app records the onboarding link once and doesn't overwrite it every cycle, so an old-looking link is not itself a sign of a problem. If a customer's utility connection appears stuck, contact us rather than assuming the link has expired — we can check the customer's status directly.
Disconnecting and uninstalling
| Action | What happens |
|---|---|
| Disconnect (Settings tab) |
Syncing stops. Existing HubSpot data is kept, and nothing is removed from your provider account. |
| Uninstall (HubSpot connected-apps settings) |
Access is revoked and syncing stops. The custom contact properties and their values remain on your contacts until you remove them manually. |
Full details are in the setup guide.
Data and privacy
The Data handling section of the setup guide lists exactly what contact data is sent to your utility-data provider. The privacy policy covers how we handle it.