The points listed on this page can help troubleshoot why you may be unable to upload a user list. If the problem persists, please contact customer support and have your user list Excel file readily available.
1. Required Fields are Blank
You cannot upload a user list if any required fields are blank. Reference the Excel template file’s [Description] tab to see which of the [Data] tab’s columns are required.
*The “Meeting Room Group (boothGroup)” and “Content Group Name (searchGroup)” fields are often left blank. If you have not set any content groups or meeting room groups for your event, please enter "default”.
Also confirm any required custom fields created in [Basic settings]>[Profiles].
2. Data is Entered Incorrectly
The values in the user list Excel file must match the options configured in [Profiles] for the following field types:
- Checkbox
- Dropdown
- Radio button
If you enter wording that does not match, the error message "Could not find tag value" will be displayed.
<tips>If your event is configured in multiple languages, enter the options in the same language as the user’s language.</tips>
3. Users have Already Registered with the Same Email Address
An event participant, whether an attendee or exhibitor, can only register one email address per event. You cannot upload a user list if all the listed participant email addresses have already been registered. However, if a user list contains a mix of existing participant email addresses and unregistered email addresses, only the users with unregistered email addresses will be uploaded.
4. Users have an Invalid Email Address
Confirm that all email addresses in the user list are valid and follow RFC email standards. This includes the following rules:
- Omit dots immediately before the @ mark
- Do not have multiple dots in a row
- Do not start an email address with a dot as the first character
- Exclude non-standard characters
5. An Old Excel Template is Being Uploaded
The user list Excel template links to the fields created in [Profiles]. When new fields are created in [Profiles], those fields are automatically added to the Excel template’s [Data] tab. Ensure that you are using the latest version of the downloadable Excel template.
6. The Excel File Name is Incorrect
You cannot upload a user list if the file name does not contain the appropriate wording, as outlined below:
- Attendee upload file names must contain the word "attendee" or “participant”
- Exhibitor upload files must contain the word “exhibitor”
7. Unnecessary Data is Included
Keep the Excel file size under 100KB by deleting unnecessary data (including blank spaces) from non-essential columns.
8. The File is Locked
You cannot upload a user list if the Excel file is locked. Remove any password protection before uploading.