Troubleshooting

Common issues and how to fix them.

Import Errors

”ID or Lookup Code not mapped”

Your file must have a column mapped to either Product ID or Lookup Code. This is how Turbo MT identifies which products to update.

Fix: Make sure your file has a column with product IDs or lookup codes, and that it is mapped and toggled on in the column mapping step.

”Invalid Product ID values”

Product IDs must be numeric (e.g. 12345). If your identifier looks like ABC123, it’s a lookup code, not a product ID.

Fix: Map your identifier column to Lookup Code instead of Product ID.

”Lookup Code column contains empty values”

Every row needs a lookup code value when using Lookup Code as the identifier.

Fix: Fill in missing lookup codes in your file, or switch to using Product ID.

”No valid Product IDs or Lookup Codes found”

None of the rows in your file have a valid identifier.

Fix: Check that your identifier column contains valid values and is correctly mapped.

”Invalid numeric values found in: [field names]”

A numeric field (e.g. Length, Width, Height, Delivery Delay) contains text or non-numeric data.

Fix: Ensure all numeric columns contain only numbers. Remove any units, symbols, or text (e.g. use 25.5 not 25.5cm).

”[Value] is not a valid colour”

The colour in your file doesn’t match any colour in Cloud MT.

Fix: Check spelling and use exact Cloud MT colour names. Download the import template for a dropdown list of valid colours.

”File too large”

The file exceeds the 4.2 MB size limit.

Fix: Split your file into smaller batches, or remove unnecessary columns/rows to reduce file size.

”Your CSV file contains no data rows”

The file only contains a header row with no product data below it.

Fix: Add product data rows below the header row.

Export Issues

Export stuck on processing

If an export appears to hang, refresh the page and try again. Large exports (close to 50,000 products) may take a few minutes.

”Export limit reached” warning

Your filters matched more than 50,000 products.

Fix: Add more specific filters to narrow down the products, then run multiple exports if needed.

Column Mapping Issues

A column shows as unmapped (red text)

The column is toggled on but has no Cloud MT field selected.

Fix: Either select a Cloud MT field from the dropdown, or toggle the column off if you don’t want to import it.

Can’t find a Cloud MT field in the dropdown

Fields already mapped to another column won’t appear in the dropdown (each field can only be mapped once). The exception is Collections, which can be mapped to multiple columns.

Fix: Check if the field is already mapped to a different column. Unmap it there first if you want to reassign it.

”Preview Import” button is disabled

The button is disabled when:

• No identifier (Product ID or Lookup Code) is mapped and active
• One or more active columns have no mapping selected

Fix: Check the status indicator at the bottom - it tells you exactly what’s missing.

Failed Products

Some products failed during import

Products can fail for several reasons:

• The product ID doesn’t exist in Cloud MT
• A field value is rejected by Cloud MT (e.g. invalid category path)
• A network error occurred during processing

Fix: Click Export Failed Items to download an Excel file with error details in red columns. Fix the issues and create a new import.

Import partially completed

If you close the browser or navigate away during an import, the import pauses. Return to the import detail page and click Resume Import to continue from where it stopped. Already-processed products are not re-imported.

General Tips

• Use the import template - It includes dropdowns and validation to catch errors before uploading.
• Export first - Before a bulk update, export your current data as a backup.
• Test with a small file - Try importing 5-10 products first to catch issues before running a large import.
• Check blank cells - Empty cells clear existing data. If you only want to update certain fields, exclude other columns from the mapping.