🏆 The Golden Rules (Prevent Errors First)
Managing recipient lists is a crucial part of using Snappy effectively. This guide will walk you through uploading recipient lists, troubleshooting common issues, and viewing or editing recipients in your campaigns.
Required Fields: First Name, Last Name, Email (or Phone), Country.
Country Codes: Use the 2-letter code in CAPS (e.g., use "US", not "USA" or "United States").
Dates: Must be MM/DD/YYYY.
Unique IDs: Emails and Employee IDs must be unique per person.
Common Error Messages & Solutions
"Unable to automatically match"
"Unable to automatically match"
The Issue: The system doesn't recognize one of your column headers (e.g., your file says "Anniversary" but Snappy looks for "Hire Date").
The Fix:
Use the dropdown menu to select the matching Snappy field.
If the column isn't needed (like "Department ID"), select "Ignore this column."
"X% of rows fail validation"
"X% of rows fail validation"
The Issue: Missing required info or incorrect formatting.
The Fix:
Check Required Fields: Ensure every row has a Name, Country, and Email/Phone.
Check Dates: Ensure Birthdays/Hire Dates are MM/DD/YYYY.
Note: The system highlights errors in pink/red. You can often fix them directly on the screen before confirming.
"Cannot update Employee ID" or "Multiple employees found"
"Cannot update Employee ID" or "Multiple employees found"
The Issue: Duplicate data. Snappy uses Email and Employee ID as unique identifiers. You likely have:
Two people with the same Email or ID in your file.
A person in your file who already exists in the system with a different ID.
The Fix:
In Your File: Remove duplicate rows.
In The Dashboard: Search for the email to see if they already exist (possibly under a sub-account).
Intentional Duplicates? If you are sharing an email (e.g.,
info@company.com) for multiple people, you must add them manually using the "Email Override" feature in the dashboard; you cannot bulk upload them.
"Failed to Upload Employees" (All Accounts Level)
"Failed to Upload Employees" (All Accounts Level)
The Issue: Mismatch in the "Account" column when uploading to multiple sub-accounts.
The Fix:
Check Spelling: The "Account" column must match your Snappy account name exactly (case sensitive).
Check Separators: If a user belongs to multiple accounts, separate them with a semicolon (;), not a comma.
Example:
Sales Dept; Marketing Dept(Correct) vsSales Dept, Marketing Dept(Incorrect).
"File fails to load"
"File fails to load"
The Fix:
Remove any password protection from the file (this is the typical issue)
Check if your company firewall is blocking the upload (contact your IT team).
"Final recipient number is less than the spreadsheet"
"Final recipient number is less than the spreadsheet"
The Issue: The system merged duplicate entries.
The Fix:
Check your file for duplicate Emails, Phone Numbers, or Employee IDs. The system treats these as the same person and consolidates them into one record.