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 15 MB).

If your file exceeds 50,000 contacts or 15 MB, the upload can time out and fail. This occurs more commonly if you export a file from TargetSmart or VAN, as these files contain several fields with additional contact data, increasing the file size.

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 by reducing the file size.

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

If the file size is less than 15 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 you don't have a last name for a particular record, you can use a placeholder, such as "Last Name," as long as it doesn't interfere with your script. 

3. Formatting Issues

Line breaks within a cell or non-ASCII characters in your CSV file can cause a group to fail to process or only partially process.

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, don't hesitate to contact support@getthru.io. We will be happy to troubleshoot further.