Troubleshooting · 5 min read
CSV or Excel file will not upload
Diagnose file size, worksheet, formatting, and import problems.
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What to check first
Confirm the file is CSV or Excel (.xlsx), not a renamed PDF or unsupported spreadsheet format. CSV uploads are limited to 500 KB and Excel uploads to 2 MB.
Open the file locally and confirm it has a header row and actual commission records. Remove blank introductory rows and unrelated totals if the import is confusing them with policies.
Fix the import
Export a fresh CSV or .xlsx from your source system. For Excel workbooks with multiple tabs, choose the correct worksheet when SplitVerde prompts you.
If headers are not recognized, select the policy identifier column and the commission amount column in the mapping panel. Review the normalized preview before saving.
If it still fails
Try a small file with only a header and two fictional policies. If that imports successfully, the problem is likely related to the original file layout or values.
Avoid sharing customer data in support messages. Record the exact error text, file type, approximate size, and whether the error occurs before or after mapping.