I can't see my respondents after I've uploaded
Problem: I uploaded a batch of respondents, but I can't see them in the Manage Respondents overview.
Something might have gone wrong along the way. The cause might be different, depending on how you uploaded the respondents. In this article, you find the most common reasons for why a respondent might not have been uploaded for each way of uploading.
IN THIS ARTICLE
1. Uploading Respondents Manually in the Platform
Possible reasons might be:
- First check if your file has the right lay-out. Please read our article on respondent files to make sure your file has been created according to our guidelines.
- Make sure you linked all columns correctly. You can find more information on how to upload respondents manually in this article.
- Are the email address & language columns present and correctly filled out in the respondent files? These two columns are mandatory.
- Are you sending along the right languages in the right format? Double check which languages have been set up in the General Configuration of the Touchpoint Settings. The language should be sent along in the 2 letter ISO code (e.g. EN, NL, FR,...)
- Check if the Excel file contains all the mandatory metadata that is required by the metadata settings.
- Verify if there is a respondent inside the file that has unsubscribed. To find a list of the respondents who have unsubscribed, please follow our guide.
- Make sure that the first row of the Excel file is not empty.
You can also check if something went wrong with your upload in Touchpoint Settings - Manage Respondents - Upload History. Here you find an overview of all the files that have been uploaded and their status.
In the column Respondents (Valid/Total) you can see how many respondents were eventually processed. When respondents were not processed, it might be because of any of the following reasons:
- They have unsubscribed themselves for any surveys coming from your company
- The language code was not correct
- Mandatory metadata was not sent along
NOTE:
If the total number of respondents here differs from the amount of lines you uploaded, make sure that there were no double values in your file. Those are filtered out automatically, as we only process each respondent once.
Make sure to read our article on the Upload History to find out what extra information you can get from this page.
2. Uploading Respondents via FTPS
Possible reasons might be:
- First check if your file has the right lay-out. Please read our article on respondent files to make sure your file has been created according to our guidelines.
- Make sure there is no file on the server with the same name. Each separate file should have a unique name.
- A connection needs to be made between the touchpoint and the server. If you are launching a new touchpoint, make sure to inform support@hellocustomer.com of this so we can create the connection.
- Are the email address & language columns present and correctly filled out in the respondent files? These two columns are mandatory.
- Are you sending along the right languages in the right format? Double check which languages have been set up in the General Configuration of the Touchpoint Settings. The language should be sent along in the 2 letter ISO code (e.g. EN, NL, FR,...)
- Check if the Excel file contains all the mandatory metadata that is required by the metadata settings.
- Verify if there is a respondent inside the file that has unsubscribed. To find a list of the respondents who have unsubscribed, please follow our guide.
- Make sure that the first row of the Excel file is not empty.
You can also check if something went wrong with your upload in Touchpoint Settings - Manage Respondents - Upload History. Here you find an overview of all the files that have been uploaded and their status.
In the column Respondents (Valid/Total) you can see how many respondents were eventually processed. When respondents were not processed, it might be because of any of the following reasons:
- They have unsubscribed themselves for any surveys coming from your company
- The language code was not correct
- Mandatory metadata was not sent along
NOTE:
If the total number of respondents here differs from the amount of lines you uploaded, make sure that there were no double values in your file. Those are filtered out automatically, as we only process each respondent once.
Make sure to read our article on the Upload History to find out what extra information you can get from this page.
3. Uploading Respondents via API
Possible solutions might be:
- Did you send an email address and correct language code along? These are mandatory fields. More information on language codes can be found in this article.
- Check the languages that have been set up in the General Configuration of the Touchpoint Settings to make sure you are sending the right language ID.
- Check if the call file contains all the mandatory metadata that is required by the metadata settings.
- Verify if there is a respondent inside that has unsubscribed. To find a list of the respondents who have unsubscribed, please follow our guide.
- Did you get a statuscode 200 after the call? Any other code indicates that something went wrong.
If that doesn't solve the problem, please contact us. We will be glad to help you out!