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?
🏁 Here’s how to fix it, based on the problem:
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.
The error is due to mass user suspension
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.
It could be that the file triggers this limit. Contact us to get this resolved as soon as possible:
🔄 Still not working?
Contact the service desk (service@tinqwise.com). Include:
The file you're trying to upload
A link to the relevant import log (Users > Integrations > Import Logs)
We will try to resolve this as soon as possible!