Understanding group errors

An "Unknown Error" while attempting to upload your group is usually caused by a file that is too big or because at least one of the required fields is missing.

Common causes for errors

1. The file is over 50,000 contacts, or the actual file size is too large (greater than 7.5 MBs).

If your file is over 50,000 contacts and/or has a ton of unnecessary columns, it can cause the upload to time out and fail. This is particularly true if you export a file from something like TargetSmart or VAN.

Solution: Divide your group into lists of less than 50,000 while removing any unnecessary data columns. The required fields are the first name, last name, and phone number (and VAN ID or Campaign ID if you are using a VAN sync.) This will help avoid the error.

2. You are missing one of the three required fields.

If the file size is less than 7.5 MB and you're still experiencing issues, this can most likely be attributed to an issue with one of the three required fields: First name, Last name, and Phone number.

This is usually caused by one of two things:

  • One of the three fields isn't mapped correctly 
  • One of the required fields is blank in one of the records in your file

Solution: Make sure first name, last name, and phone number are all filled out for each of the records in your file (if, for example, you don't have a last name for a record, you can put in a placeholder as long as it doesn't affect your script).

3. Formatting Issues

If there is a line break inside one of your cells in the csv you are uploading, a group can fail to process or only process partially. Also, non-ASCII characters are not allowed in group names.

Solution: In a spreadsheet, "find all and replace" the line breaks with another character.

If you check these things and the group upload wizard is still not working for you, don't hesitate to get in touch with support@getthru.io, and we will be happy to troubleshoot further for you.