Uploading a recipients file via a spreadsheet is the easiest way to update your main Recipients roster or include them in a bulk gift send. However, you may run into a few error messages along the way, depending on how your list is set up.
In most cases, the only mandatory fields to fill out are First Name, Last Name, Email or Phone Number Country (please use 2-letter country code).
Please Note: The Dashboard will accept “United States” or “US”, but not “USA” or “United States of America”. When in doubt, use the 2 letter country codes. Country codes must be capitals when uploaded (i.e “US” not “us”)
This can be edited individually on the upload page or also in bulk on the file, through the same replace function listed above for removing spaces. Depending on the setup of your Dashboard and the campaigns you are running, you may require additional fields like Employee ID, Hire date, Birthday or Department.
Common snags you may come across and easy ways to resolve them!
🔺Unable to automatically match
This means that the field name in your spreadsheet doesn't match to a field name we have in the system. Our system is smart, but your file will still need to match up with certain guidelines to successfully upload into our system.
To remedy this, please select the dropdown from the “Lookup matching field” and select the field name closest to the provided options.
Example: We don't have an "Anniversary" field but we do have a "Hire date" field. Simply select the "Hire date" field and confirm mapping.
If you have a field that is not listed in the Upload Wizard, please select "Ignore this column."
🔺 X% of rows fail validation (repair on next steps)
This means that there are required entries missing or the formatting of your fields is wrong.
Missing entries:
The required fields are First Name, Last Name, Email or Phone Number, and Country. At the mapping stage, please make sure that the fields are first mapped out correctly and there is at least an email or phone number for each recipient. If not, the system will not able to create your recipient entry in the system.
Wrong format:
This most likely happens when the format is incorrect for the Hire Date and Birthday columns. Our system requires all dates to be MM/DD/YYYY.
If your date is MM/DD/YY, then the Upload Wizard will highlight the affected cells in red. If this is the case, move forward to the next step and our Wizard should update the format for you. However, please always double-check the dates before confirming your upload at the last step.
Cannot update employee ID without update action
This means there are more than 1 recipient with the same email with a mismatched or missing employee ID either on the existing account or another sub-account.
Email addresses and Employee IDs are very powerful unique identifiers in our Snappy system, so your upload may present errors if you are utilizing duplicate information for recipients. Please try to ensure all recipients have unique Emails and/or Employee IDs to prevent this.
Please check your recipient file for any duplicate IDs or emails in the file.
Once you discover the duplicate information, there are a couple options to proceed with:
If the duplicates are only within the new file being uploaded, please locate updated information for those folks
A phone number can be used instead if the duplicates are the emails
Our Dashboard does not allow duplicate IDs as they must be unique per recipient. If this is the case, you should either not include IDs or consider updating them within your sheet to be unique from one another
If there is an existing duplicate on the Dashboard already, you should plug in that email or ID within the Recipient tab search bar to locate which recipient is causing the error to populate and update accordingly.
If having duplicate emails is intentional due to missing personal contact information, those folks must be added individually to the Dashboard with an email override
Simply head to the Recipients tab → select the quick-add icon → Input the recipient's first name, last name, and scroll towards the bottom to add their email under "Email override."
🌟 If the person you are trying to upload does not exist on your current account, they might exist on another sub-account. In this case, please follow the steps below: 🌟
If you are a Dashboard Owner, please edit the recipient on the “All Accounts” view and add the new sub-account to the recipient.
While here, take a look at the fields that may not have matched from the new recipient upload list (Employee ID or Email)
If you are a Dashboard Manager and cannot locate your recipient on the Dashboard, please reach out to our Product Support team via live chat or help@snappy.com for further assistance.
Multiple employees to update found
This error is letting you know that the person you are trying to upload already exists on the account twice. To resolve this, please head to your main Recipients tab and remove one of the duplicate entries.
🌟 If the person you are trying to upload does not exist on your current account, they might exist on another sub-account. In this case, please follow the steps below: 🌟
If you are a Dashboard Owner, please edit the recipient on the “All Accounts” view and add the new sub-account to the recipient.
While here, take a look at the fields that may not have matched from the new recipient upload list (Employee ID or Email)
If you are a Dashboard Manager and cannot locate your recipient on the Dashboard, please reach out to our Product Support team via live chat or help@snappy.com for further assistance.
Failed to Upload Employees
Usually, the only reason for this error is if you are uploading on the "All Accounts" level and the Accounts column is incorrect. Please note that the "Account" field refers to the specific name of your Snappy account, which will always be listed in blue letters in the top left corner of your Dashboard if you ever forget!
This means there could be a misspelling, extra space, or a comma (,) instead of a semicolon (;) separating multiple account names.
To solve, ensure all cells match exactly what is on the Dashboard. You can directly copy and paste from your downloaded recipients CSV to be extra sure.
Please Note: When downloading the existing recipient CSV, it will display commas (,) instead of semicolons (;) which is due to the CSV formatting. However, commas is not accepted when re-uploading. Please use the “find and replace all” function to edit all commas to semicolons under the Accounts field if your recipient(s) exists in multiple sub-accounts.
Your file fails to load after selecting your spreadsheet
This could be due to:
Your file is password-protected: The upload wizard is not able to bypass your spreadsheet to view the data listed. Please remove any passwords/added security and try again.
Your company has a security firewall that prevents files from being uploaded: Please share our approved list with your IT team so that all Snappy features can be accessed.
Your final recipient number is less than the number in your spreadsheet
If the final number of recipients is less than the number of recipients listed in your spreadsheet, it may be due to a duplicate entry. Please check the following fields for duplicates:
Employee ID
Email
Phone Number
Employee ID, Email, and Phone Number are all unique identifiers so the entries must be different from each other. If there are duplicate entries, the system will consider them as the same recipient.
Once the duplicate entries are fixed, please re-upload your file.
If you are still running into an issue after going through all these troubleshooting tips, please reach out to our live chat team or email us at help@snappy.com. Please provide as much information as possible so that we can best assist!