How do I fix my import errors?

Table of Contents

Non-Specific Errors #

Possible Version Conflict #

If you receive a “Version Conflict” issue, then it is likely that the format of the upload has changed since the last time you downloaded our template.

How to fix this:

  1. Navigate to Admin > Data Imports
  2. Select the correct import type from the dropdown labelled “Import Type”
  3. Click ‘Template’
  4. Open the file (usually this is automatically saved to a “Downloads” folder)
  5. Start inputting your data
  6. Repeat steps 1 and 2
  7. Click ‘Upload’
  8. Find the file that you have saved
  9. Click ‘Save’

Contract Errors #

Bespoke Charges Error #

Here is what to do if you receive the following error: “Row {x}: Bespoke Charges Error. [Charge type] is not recognized. Please check [Charge type].”

There is a very particular way to write Bespoke Charges. The charge is broken up into 3 parts:

  1. The charge type – this is the name of the Bespoke Charge.
  2. Its value – this is a number e.g. 0.5236
  3. Its unit – this is the unit at which the above rate is charged e.g. £/day

To write the charge correctly we first enclose the charge type in brackets e.g. (charge type), then separate with a forward slash ‘/’, enter its value and then another forward slash ‘/’ and lastly write the unit type.

It will look something like this: (Bespoke Charge Name)/0.5555/£/day

If you want to enter more than one bespoke charge, you can! Just add a semi-colon ‘;’ at the end of each bespoke charge and follow the same rules as above.

It could end up looking like this: (Bespoke Charge Name)/0.1111/£/day; (Bespoke Charge Name 2 )/0.2222/£/day; (Bespoke Charge Name 3 )/0.3333/£/day

Lastly,

  1. Click ‘Download Error Log’ next to the import that has errored
  2. Find the header for Bespoke Charges
  3. Check that there are no “strange” characters within the header. If there are please download a fresh template


Row 0: Sorry, an error has occurred. Please try again, and if the error persists, contact Support. #

Usually the reason for this error is that there are invalid characters somewhere in your spreadsheet, whether that be in the headers or the data that you have entered. To solve this:

  1. Click ‘Download File’ next to the import that has errored
  2. Firstly, look in the headers to check hat there are no strange looking characters
  3. Then make sure that you haven’t entered any monetary units e.g. £/$ into your data


Multiple contracts match this meter number and criteria. Try specifying a utility type. #

  1. Click ‘Download Error Log’ next to the import that has errored and open the file
  2. In the row that has errored, select and copy the MPAN
  3. Go to Pipeline and paste the MPAN into Advanced Search
  4. Click the “All” tab
  5. In the results:
    If there are multiple meters then click ‘{x} meters’, go to the ‘Meters’ link on the side menu and search for the individual meter.
    If there is just a single meter in the results, click the meter number
  6. Next click the ‘Contracts’ tab
  7. Starting from the bottom of the list, read the Live Start Dates and Live End Dates and make sure that they follow on from each other with no overlapping dates.
    Note: Contract Start and End dates are different to Live Start and End Dates
  8. If there are overlapping dates, you need to amend the Live Start and End dates so that they don’t overlap
  9. Navigate to ‘Leads’

Meter cannot be found. Please check number. #

  1. Click ‘Download Error Log’ next to the import that has errored and open the file
  2. Copy the first MPAN in the error log
  3. Navigate to Leads on your system and paste the MPAN, click the All tab – make a note of whether it is found
  4. Navigate to Customers on your system and again paste the MPAN – make a note of whether it is found

    If you can not find the MPAN in either leads or customers then the MPAN doesn’t exist in the system. It will need to be added before you can proceed with the import.

    If the MPAN has been found, the next step is to check that Utility Type is correct.
  5. Navigate to Pipeline and search for the MPAN within the Advanced Search box
  6. Click the All tab
  7. Check that the Utility Type under the column labelled ‘Utility’, matches what is entered in your import
    If it doesn’t then update the import with the correct utility and try again

Meter Readings Errors #

There is already reading information stored for this Meter and date #

  1. Click ‘Download Error Log’ next to the import that has errored and open the file
  2. The error message you have received will include the row number, Customer, MPAN, Utility Type and Read Date
  3. Check that this combination is unique within the file you are importing. If not, remove duplicates and re-import.
  4. If the Customer-MPAN-Utility Type-Read Date combination is unique, the next thing to check is the Meter Readings page
  5. Navigate to Customers and search for the Customer who owns the meter
  6. Navigate to Meters/Supplies from the menu on the left side of the page
  7. Search for the MPAN
  8. Click the MPAN under the Meter Number column
  9. Click the ‘Readings’ tab
  10. If the list of readings is fairly short, check the Read Date column to see if the date is already in there.
    If the list of readings is long, you can click Export Readings and search for the date within Excel

Supplier Receipt Errors #

The meter is either not found…or the contract is marked as ‘Do not include in forecasting’… #

If you receive an error that reads “Row {X}: The Meter ‘{XXXXXXXX}’ is either not found for the specified Supplier’s contract ({Supplier Name Here}) or the contract is marked as ‘Do not include in forecasting’. Please check the input data for this row.” There are two possible causes:

Possible Cause 1: There are two identical active meters present.

How to fix this:

  1. Copy the meter number from the error message.
  2. Navigate to ‘Leads’
  3. Paste the meter number into ‘Advanced Search’ and click ‘Search Leads’ A.If there is a result in the (default) ‘Active’ tab there is an active meter for a Lead B.If there is no result – there is no active meter under a lead
  4. Navigate to ‘Customers’
  5. Paste the meter number into the ‘Advanced Search’ field and click ‘Search Customers’ A.If there is a result in the (default) ‘Active’ tab there is an active meter for a customer B.If there is no result – there is no active meter under a customer.

Possible Cause 2: There is one active and one inactive meter present but the system is unable to decipher which meter to assign this import to.

  1. If we are importing for an inactive meter, in the column ‘Include Inactive Items’ we can leave blank or put ‘YES’ (a blank cell will be interpreted as ‘YES’). This tells the system to import against the inactive meter of that number. If we are importing for an active meter AND there are duplicate inactive meters already in the system then ‘Include Inactive Items’ needs to be set as ‘NO’ (we do not want to import against any inactive meters, only the active meter).

Possible Cause 3: The Supplier name is wrong

  1. When importing we need to make sure that the Supplier entered within the import is the same as the supplier stored within the system. We can do this by visiting ‘Pipeline’ and entering the meter number into the ‘Other’ field and clicking ‘Search Pipeline’. If we click the ‘All’ tab to see all contracts we can now make sure that the supplier matches the contract that we’re importing for.

Possible Cause 4: The contract is marked as ‘Do not Include in Forecasting’.

  1. We need to check if the contract should be included. We can do this by visiting ‘Pipeline’ entering the meter number into the ‘Other’ field and clicking ‘Search Pipeline’. On the results page click “Go” on the contract you’re importing for, and “Edit Commissions”. A popup will appear. Locate the checkbox labelled ‘Include in Forecasting’. If unchecked then this meter/contract can’t be imported.

The Live Start/End Date for this Meter is either not present or precedes/exceeds the end period specified #

Here is what to do if you receive the following error: “Row X: The Live End Date for this Meter is either not present or precedes/exceeds the end period specified OR Row X: The Live Start Date for this Meter is either not present or precedes/exceeds the end period specified.”

  1. Open the spreadsheet for the attempted import and locate the row specified within the error message.
  2. Find the Start Period / End Period date in question
  3. Back in the system, visit ‘Pipeline’ and search for the meter
  4. Click the ‘All’ tab to see all contracts
  5. Find the correct contract that relates to the import
  6. Click ‘Go’ > ‘View Contract Details’
  7. Scroll down and click ‘Registration’ on the left-hand menu
  8. Locate the Live Start date / Live End date and compare to the failed import

There is no matched contract for the given criteria… #

There are a couple of things that can be checked if you receive this message.

  1. Copy the meter number given in the error message into Advanced Search in Pipeline
  2. Click the Meter Number under the Meters column
  3. Click the Contract tab
  4. Check that the live dates in the contract match the dates you are importing in your supplier receipt

  1. Copy the meter number given in the error message into Advanced Search in Pipeline
  2. Click the Meter Number under the Meters column
  3. Click the Contract tab
  4. Check that the supplier in the Contract tab matches what you are importing in your Supplier Receipt