Migration FAQ's
Use this guide to resolve the most common account migration issues in the Portals Hub, including activation, login, and connection visibility. It also explains when to contact Tradeplace Support for help completing your migration successfully.
Below are the most common issues you may encounter when migrating your account and how to address them.
Migration phase
Error: “We could not migrate the user with the data that you introduced, it might be it has been already migrated or the data you introduced is invalid.
This error appears during the first step of the migration process, when you enter your existing account details together with the new required information (email and password). It is usually caused by one of the following:
- The password for your current credentials is incorrect, or
- Your email address has already been used to migrate another account. See: How to create and manage multiple accounts with the same e-mail as identifier?
In both cases, please contact support@tradeplace.com for guidance. Do not attempt the migration multiple times if this error continues to appear.
I have not received the activation email.
You must activate your account before you can log in to the new Portals Hub.
Check your spam or junk folder for an email from Hub Support (support@tradeplace.com) and click Activate account at the bottom of the message. After activation, you will be able to log in.
Logging in after migrating
Once your account has been activated, you can log in with your new credentials. Below are common errors you might see.
Error: “We can’t seem to find your account.”
The new Portals Hub uses email addresses as the user identifier. After migration, your login credentials are the email address and the password you set in the first migration step.
If you see this error:
- Confirm that you are using the correct email address and password and that there are no spelling mistakes.
- If the error persists, contact support@tradeplace.com.
My retailer connections are empty.
If the migration was successful, all your previous retailer connections should appear automatically in the new portal.
If your connections are missing, please contact support@tradeplace.com so we can review and restore your setup.