Bad imports, missing exports, and duplicate records.
Import problems are usually the file’s headings or size. Export problems are usually the date range or a permission.
Overview
Find the problem in the table, then check what it says. Error messages are shown exactly as people see them.
Who Can Access
Agency AdminTeam Member
Common Problems
| Problem | What to check |
|---|
| Import refused | Use the template’s column headings exactly. There is no step to match columns. |
| File too big | Up to 2,000 rows and 500 KB per file. Split larger files. |
| Imported clients can’t sign in | They come in inactive. Turn Account active on. |
| Example rows imported | Delete the template’s example rows before importing. |
| Export missing records | Exports with dates use your date range; without one they use this month. |
| Export refused | You need that export’s permission. |
Messages You May See
| Message | What it means |
|---|
| The file is missing required column(s): … Download the template and use its column headings. | Fix the headings. |
| This file has N rows. Please import at most 2,000 at a time, in separate files. | Split the file. |
| You do not have permission to export this. | Ask the owner for the export box. |
| That export is too large for one file… | Narrow the date range. |
Frequently Asked Questions
Are exports emailed?⌄
No. They download straight away.
