Troubleshooting

Most issues fall into a small handful of buckets. This page covers them.

Quality-of-life fixes#

Pillar shipped a cleanup batch that makes saved data, reports, mail campaigns, fields, permissions, and dialogs behave more predictably.

The most visible permissions change is in the root folder. Open Projects, click Add status, enter a status name, choose a category, and click Add. Organization members can now manage statuses on the root folder without needing a separate folder-level admin grant.

Other fixes you may notice:

• Saved parcels now persist correctly to ClickHouse, so saved parcels remain available to downstream project and list workflows.
• Zoning reports persist again and stay attached to the correct parcel.
• Mail owner names come from Regrid only, which avoids mixed-provider recipient names in mail campaigns.
• DOCX mail-campaign uploads parse correctly, and preview edits hold while you review the campaign.
• Dropdown custom fields accept normalized { value, label } options, including legacy option shapes that were saved before normalization.
• The default Contract Start Date project field can be deleted.
• Creators can delete their own tasks, map notes, comments, searches, and folder content. Folder members can delete georeferenced overlays.
• The invite-member dialog now stays above other overlays instead of hiding behind them.

The map is slow or blank#

• Zoom out. Pillar clusters parcels above a certain density; if you're zoomed in on an area with millions of features, rendering gets expensive.
• Check your filter. A filter matching the whole country will be slow to render. Add a geography constraint.
• Try a different browser. Pillar targets modern Chrome, Safari, Firefox, and Edge. Older browsers may stutter on WebGL-heavy views.
• Hard refresh. ⌘Shift+R (Mac) or Ctrl+Shift+R (Windows).

My filter isn't matching parcels I know exist#

A few common causes:

• Centroid vs. polygon — parcel search matches by centroid. A very large parcel whose centroid is outside your drawn polygon will be missed. Redraw a larger polygon or filter by county instead.
• Case-sensitive owner search — Pillar is case-insensitive by default, but special characters (apostrophes, accents) can trip matches. Try a substring.
• Stale parcel data — parcel records refresh on a rolling cadence. A sale that happened last week may not be reflected yet.

Skip trace returned no matches#

• LLC-owned parcels have lower match rates. The LLC obscures the beneficial owner.
• Out-of-state owners can be harder to trace if their mailing address is stale.
• Very common names without disambiguating info may be intentionally left unmatched rather than guessed. Better a no-match than a wrong match.

No match = no credit charge. Try again in a few weeks if data updates come in.

The agent stopped mid-task#

Three likely reasons:

1. Session idle timeout (15 min). Reopen and continue.
2. Max session lifetime (6 hr). Start a new session.
3. Credit cap hit. Raise the cap or top up and retry.

I can't invite a teammate#

• Only admins can invite. Check your role under Account → Team → Your role.
• The invitee must use the exact email address in the invite. If they signed up with a different one, re-send with the correct address.

Billing is failing#

• Check the card on file (expired? bad ZIP?). Account → Billing → Payment method.
• Failed payments retry three times over 14 days before the org goes into grace mode.
• Email billing@pillar.codes if you're stuck.

Outreach letter didn't arrive#

• Delivery confirmation is USPS-provided, not guaranteed. ~15% of letters don't get scanned through delivery even when they arrive.
• Address updates — USPS automatically forwards to the current address for 12 months after a move. After that, letters return to sender.
• Postal delays — first-class typically delivers in 3–5 business days domestically. Holidays can stretch that.

Returned letters show up in the campaign dashboard with a reason.

I deleted something by accident#

• Tasks, notes, comments — recoverable for 24 hours from Account → Trash.
• Lists — deleted lists are unrecoverable; archive instead of delete when unsure.
• Projects — soft-deleted for 30 days before permanent removal.
• The entire organization — 7-day grace before purge.

I found a bug#

Email support@pillar.codes with:

• What you were doing.
• What you expected to happen.
• What actually happened.
• A screenshot or URL if applicable.

We track every report and respond within one business day, faster during business hours.