Troubleshooting Import

In case there are problems with product import, most likely, a CSV file is not set up according to the CSV file format, or settings in the import dialog are incorrect. In this article, common error messages addressed, and the FAQ section will cover the solutions to other issues that may occur.

eneral Troubleshooting Tips

Creating an import file from scratch may lead to errors. One option is to use the sample CSV file (importsample.csv) instead and modify it. Another option is to export the parameters/columns intended to be updated from Online Store, make the changes and then import the resulting file back.

Keep the following in mind when setting up an import file:

Check that the file is set up according to the CSV file format.
Import only those product parameters that are supported by Online Store (they are listed in the CSV File Format table).
Make sure that the same parameters (columns) in the same order are ticked in the import dialog.
Check that the same Delimiter and Character encoding is selected in the import dialog as in the CSV file.

Error Messages During Import

If the import failed, please, click See details at the top of Catalog → Products page:

n the Error details field of the opened pop-up window, error messages will appear that help to understand what has caused the problem with import. Here is a list of example error messages with solutions to them:

Error message	What it means	How to fix
The number of columns does not match: you have selected 6 columns, but the file contains only 3.	Most likely, this error is caused by the following reasons: 1. In Online Store, the number of columns selected for import in the import dialog must correspond to the number of columns in a CSV file. In this case, it does not.2. The delimiter (semicolon, comma, or tab) in the import dialog does not match the delimiter in a CSV file.	1. Check if there are some “extra” columns chosen in the import dialog or some columns are missing from the CSV file.2. Check that in the import dialog the same delimiter (semicolon, comma, or tab) as in the CSV file is chosen.
In Online Store, maximum category depth is limited to 50. The import file contains category /Category1/Category2/.../Category80, which has a depth of 80.	This error means that there are too many parent categories. The path that leads to a subcategory is too long.	Reduce the number of parent categories (e.g. place a product into some other category), so that the depth of the path that leads to a subcategory does not exceed 50 categories.
'Category name' is too long (350 symbols).	In Online Store, category names are limited to 255 symbols maximum, and here the name is longer.	Reduce the category name’s length so that it is 255 symbols or less.
'SKU' is too long (350 symbols).	Online Store limits SKU numbers to 255 symbols, and this SKU is longer.	Reduce the SKU number so that it is 255 symbols or less.
'Name' is too long (350 symbols).	In Online Store, name values are limited to 255 symbols, and the value in this 'Name' field is longer.	Reduce the name of a product or service so that it is 255 symbols or less.
Incorrect 'price'/'weight'/etc value	This means that the entry in a column has the wrong format. For example, the value contains letters, whereas only numbers are supported.	Make sure the supported data format is used for each column. Look up what limitations exist in the “Limits” section of the table describing the CSV File Format.
Malformed image URL http://example.com/image.jpg	This error is caused when the image URL is formatted incorrectly.	Please, use the following format: [protocol]://[server]/[file path]. For example: https://www.example.com/image.jpg
Cannot upload image http://www.example.com/image.jpg	Online Store cannot upload the image from server example.com due to server failures, timeouts, or other network problems.	Make sure that image files are accessible online for download. Also, check that there are no mistakes in the image name.

FAQ

Below answers to some frequent questions that occur during CSV import can be found.

I have a file that a supplier gave me (or a file from my store on another platform). Can I import it into my Online Store right away?

First, the file needs to be set up according to the CSV file format (importsample.csv). This way the data will be recognized correctly. It can be done using a spreadsheet (e.g. LibreOffice, Google Sheets, or Excel) or a text editor and then save a file as CSV.

Can I import an XML or XLS file into my Online Store?

No, only CSV files can be used for import. Please, convert the file into CSV format or create a new file from scratch.

I have a lot of products in my CSV file. Can I import them all at once?

It is likely that importing a huge file can cause problems. To avoid them, try breaking the file into several smaller ones (~500 products each).

Note: Depending on the plan, limitations on the number of products and categories in Online Store are possible.

Can I import videos into my Online Store?

No, but links to videos can be added to the “Description” field. Just copy the embed code or a link to a video and add it to the description column.

I have problems importing my prices. What can be the reason?

Please, check if there is a currency symbol (e.g. “$”) in the column(s) and – if yes – delete it. The “Price” and “Compare to” price” columns support a floating number only. The currency symbol chosen for Online Store in Settings → General → Regional Settings will be displayed anyway.

Why did my images fail to import?

Sometimes all the data from the CSV file is imported successfully to Online Store, but the product images don’t make it. Please follow the steps below if this happens:

Make sure the image URLs in the CSV file are correct and accessible via the web.

Note: Check this by opening the image URL in a browser. Images must be available by direct links (e.g., http://example.com/images/product_1.jpg) without permissions like a password or login.

2. Make sure that images are in a format supported by Online Store – these are JPG, BMP, PNG, and GIF image file formats (e.g. PSDs cannot be uploaded) – and that they are under 20 Mb (each).

3. Make sure each image URL leads directly to the image file, not to an HTML page that contains the image.

Find direct links for these images from a web browser. Right-click on the image and click "Copy image address" in the context menu:

Note: Links to images stored on a personal device cannot be added – the image has to be hosted somewhere on the internet (e.g. on Imgur or in a folder on a hosting account).

I wanted to import several images for a product, but after the import, I see only one image. Can I import multiple images?

Multiple images cannot be imported using Online Store import: it allows uploading only one (main) picture for a product.

I set up my file according to CSV format, but I had to remove some columns because Online Store does not support them. How can I import this data if I still need it in my store?

Try adding the “extra” data to the Name and/or Description columns (depending on where it fits best).

I’m compiling my import file, but the spreadsheet editor keeps changing my numeric SKUs. For example, “0005” and “0006” turn into “5” and “6”. I try to fix them, but it happens again.

Sometimes spreadsheet editors recognize numeric SKUs as integer numbers and set “numeric” format for the SKU column, which results in changing their values. This may cause some issues during import, e.g. duplicating of store products. Please, set the “text” format for the SKU column in a spreadsheet editor.

Why are all decimals rounded to the nearest integer after import?

This is most likely caused by an incorrect number format used in the CSV file. Online Store requires CSV files to separate decimals using a dot, not a comma. Please make sure to use the correct number format in the CSV file.

I entered a subcategory name for my product, but when the import was over, there was no product in this subcategory. At the same time, I had a new category created in my store (named after my subcategory). What happened?

Every subcategory in the store has its own “path”. For example, Women's Apparel/Dresses/Evening Dresses. If only the subcategory name is written in a column - e.g. Evening Dresses - then a new root category with the same name is created. Please, enter a full path to a subcategory.

I am sure that I set up my import file according to the CSV file format – as far as I can see, everything is OK – but I get errors after I try to import it. What’s wrong?

Sometimes spreadsheet editors add some symbols - e.g. commas or quotes – when files are saved as CSV. These symbols are not visible in a spreadsheet, but they might affect the Online Store import process. The easiest way to find out whether such symbols are present in the CSV is to open it in any plain text editor and compare it to the sample file (importsample.csv) (also opened in such editor).

This way, it is also possible to check what delimiter between data is used in the CSV file.