You’re trying to upload an Excel file filled with users or the automatic user importer is no longer working...
There can be several reasons for this, so let’s look into it:
🛠️ What could be going wrong?
Have there been any recent changes to the user importer settings or structure?
What error message appears when you check the import log?
(Go to: Users > Integrations > Import Logs)Are the column headers in your Excel file correct and exactly matching the expected format?
Are all required fields filled in?
Are there any strange characters, or extra formatting in the cells?
Are relationships between users and groups (e.g., teams, roles) set up correctly on the platform?
🏁 What you can do to troubleshoot:
Download a working importer sheet from the logs or an automatic importer file.
(Users > Integrations > Import Logs)Let’s call this file ImportLog_1.
Clear all user data from ImportLog_1, but keep the column headers exactly as they are.
Copy your user data into this clean sheet, making sure each field aligns with the correct column.
Save the file and re-upload it to the platform.
If the error is due to mass user suspension
We protect your platform from mass suspending users because of the user importer to prevent major errors from occurring. As such, we add a limit on the number of users than can be suspended at once.
If you need to increase this momentarily, email service@tinqwise.com and we will increase the number of users that get be suspended.
Get email notifications for importer runs
If you want to keep track of importer failures, you can turn on importer notifications. This is not enabled automatically.
Once the feature is enabled, you will receive an email for each importer run. That means you can quickly spot when an importer has failed.
Turn on importer notifications
Go to Settings > Features.
Find the importer notification feature "Provisioning update email"
Turn the feature on.
Enter the email address in the sidebar.
Save your changes.
Why use this feature?
Turning on importer notifications helps you:
spot failed imports sooner
keep track of importer activity by email
follow up on issues before they cause bigger problems