Import Errors

Import Errors

Resolve issues when importing users via CSV or Excel files.

Common Import Errors

"Invalid file format"

Cause: The uploaded file isn't in the expected format.

Solutions:

1. Ensure you're uploading a .csv or .xlsx file
2. Don't upload .xls (old Excel format)
3. Don't upload PDFs, text files, or other formats
4. Download and use our template

"Missing required columns"

Cause: The file is missing required fields.

Solutions:

1. Ensure your file has these columns:
   • email (required)
   • name (required)
   • role (required)
2. Column headers must match exactly
3. Don't rename column headers
4. Use our template as reference

"Invalid email format"

Cause: One or more email addresses are invalid.

Solutions:

1. Check for typos in email addresses
2. Ensure proper format: name@domain.com
3. Remove extra spaces before/after emails
4. Check for special characters

Common email issues:

• Missing @ symbol
• Missing domain (e.g., .com)
• Spaces in email addresses
• Special characters

"Duplicate email"

Cause: An email already exists in the system.

Solutions:

1. The user may already be in your organization
2. Check Users list for existing account
3. Remove duplicate from import file
4. If they're in another organization, they need a different email

"Invalid role"

Cause: The role value isn't recognized.

Solutions: Valid role values are:

• admin-executive
• admin-manager
• member
• learner

Common mistakes:

• Using "Admin" instead of "admin-executive"
• Misspelling role names
• Using role display names instead of values

"Seat limit reached"

Cause: Importing would exceed your plan's seat limit.

Solutions:

1. Check available seats in Settings > Billing
2. Import fewer users
3. Delete inactive users to free seats
4. Upgrade your plan for more seats

"File too large"

Cause: The import file exceeds size limits.

Solutions:

1. Maximum file size is 5MB
2. Split into multiple smaller files
3. Remove unnecessary columns
4. Compress the file

"Empty file"

Cause: The uploaded file has no data rows.

Solutions:

1. Ensure data exists below the header row
2. Check that you're uploading the correct file
3. Verify the file isn't corrupted
4. Re-save from your spreadsheet

CSV-Specific Issues

"Encoding error"

Cause: File uses unsupported character encoding.

Solutions:

1. Save as "UTF-8 CSV" in Excel
2. In Google Sheets: Download as CSV (auto UTF-8)
3. Avoid special characters in names if issues persist

"Delimiter issues"

Cause: Wrong separator used in CSV.

Solutions:

1. We expect comma-separated values
2. Check your regional settings (some use semicolons)
3. Open in text editor to verify commas separate columns
4. Re-export with comma delimiter

Excel-Specific Issues

"Wrong sheet"

Cause: Data is on wrong sheet or multiple sheets.

Solutions:

1. Put data on the first sheet
2. Only use one sheet for import
3. Remove other sheets before uploading

"Formula errors"

Cause: Cells contain formulas with errors.

Solutions:

1. Resolve all #REF!, #N/A, etc. errors
2. Convert formulas to values:
   • Select all → Copy → Paste Special → Values
3. Ensure no hidden formulas

Preparing a Successful Import

Step 1: Use the Template

1. Click Invite Members > Import
2. Click Download Template
3. Open in Excel or Google Sheets
4. Fill in your data

Step 2: Clean Your Data

Before importing, check for:

Step 3: Validate Format

• File type: CSV or XLSX
• Encoding: UTF-8
• Headers: Match template exactly
• Data: Starting from row 2

Step 4: Test Small

1. First import 5-10 users
2. Verify they appear correctly
3. Check roles assigned correctly
4. Then import the full list

Partial Import Failures

Sometimes imports partially succeed:

• Some rows import successfully
• Others fail with errors
• You'll see a summary of results

To fix:

1. Note which rows failed
2. Fix issues in those rows
3. Create new file with just failed rows
4. Re-import the corrected file

Import File Template

Required columns:

email,name,role
john@company.com,John Smith,member
jane@company.com,Jane Doe,admin-manager

Optional columns:

email,name,role,department,team
john@company.com,John Smith,member,Sales,West Region
jane@company.com,Jane Doe,admin-manager,HR,

Best Practices

1. Always use the template - Ensures correct format
2. Start small - Test with few users first
3. Clean data first - Prevent errors upfront
4. Backup your file - Keep original before editing
5. Check seat availability - Ensure room before importing

Need Help?

• Inviting Users - Alternative methods
• Seat Management - Managing seat limits
• Common Errors - Other error messages
• Contact support: support@senseiiwyze.com