Common import errors

To save you time setting up your service, you can import your contact, product and service records. You can also import your customer and supplier opening balances. To help you with this, we’ve created templates you can use to ensure the information you’re importing is in the correct format. However, there may be times when the import fails. If it fails, you’ll receive an error which tells you which cell in the CSV file you need to correct. Here are some of the most common errors.

If you believe you’ve checked all the common errors listed and you’re still receiving errors, your import file could be corrupt. To correct this, copy and paste the contents of your import file into a new CSV template file which you can download from the relevant import page.

Reference must be unique

If you receive this message, the reference in the cell indicated isn’t unique. This could be because you have duplicate references in the CSV file, or you have a record with this reference already.

Enter a unique reference and try the import again.

VAT number format must match selected country VAT number format

The VAT number for that customer isn’t a valid number.

Enter a valid VAT number. When you enter the number, make sure you don’t enter the country code. For example, if you entered the VAT number as GB123456789, enter 123456789 omitting the GB at the start of the code.

You must also ensure that if the VAT number starts with 0, the CSV file doesn’t remove the leading zero. If it does remove the leading zero, right-click the relevant cell then click Format Cells. From the Category list select Text then click OK. You can now enter the 0.

The value supplied is not valid for Main Address Country

This value is the country’s two digit country code, for example, GB for Great Britain and IE for Ireland.

Enter the correct two-digit country code. If you leave this column blank, the contact imports as a IE contact.

Foreign currency not enabled in financial settings

If you're using Accounting and want to import foreign currencies, you must first of all enable foreign currency transactions and create the currencies in your service. Once you've done this, you can then import your contacts.

The value supplied is not valid for Currency

If you're using Accounting and you've enabled foreign currency transactions, you can import contacts' currencies. The currency must be the correct currency code, for example, for American dollars this is USD. If the currency column is empty, it imports as your default currency.

The value supplied is not valid for Ledger Account

If you’re using Accounting and have specified a default nominal ledger account in the CSV file, this account must already exist in your service.

To resolve this, either create the nominal ledger account in Accounting or change the account in the CSV file to one that already exists. For example, you may want to change this to the default sales nominal ledger account 4000, or for purchases 5000.

If you choose to create a new nominal ledger account make sure in Chart of Accounts the visibility check box for Purchases - Invoice / Credit, Product / Supplier defaults is also selected for the import to be successful.

The value supplied is not valid for customer or supplier reference

If you're importing customer or supplier opening balances, you must ensure the customer reference in the CSV file matches the references in Accounting.

To resolve this, do one of the following:

  • If the contact already exists, enter the correct reference in the CSV file.
  • If you haven't yet created the contact, you must do so before you can import their opening balances.

The value supplied is not valid for Date

The date must be in the format dd/mm/yyyy before you can import it.

Amend the date so it’s in the correct format. If Excel changes the date, right-click the relevant cell then click Format Cells. From the Category list select Text then click OK and enter the correct date.

Everything is returned as an error

If everything is returned as an error, check the file you’re trying to import is the correct file for the relevant option. For example, if you’re importing products, make sure you choose the product CSV file to import and not services. Also, check the file is a CSV file and not an XLS file.

Contact (supplier or customer) import CSV file is too large

The size of your contact CSV file cannot exceed 0.5MB. Check the file size before attempting to import your contacts. If it is over the limit, you can split the contacts into two files and then import them separately. The contacts you import in the first file will not be overwritten from any subsequent imports.

If you get an error trying to import a contact CSV file, be sure that the data in the Reference column is unique (or blank) for each contact. If you are reimporting a file, you'll need to change (or delete) the data in the Reference column for each contact to successfully reimport the file.

If all of the above is complete and you still get this error message, attempt to refresh your web page and retry the import.