Bulk recognition files are a great option to award employees for one-off instances such as holidays, missed service anniversaries, company events, and more. This article will address possible bulk recognition upload errors you might encounter if there is an error in how the form is filled out, and provide solutions so you can award your employees in a timely manner. The first section will review errors related to uploading a bulk recognition via csv, the second section explains why some recognitions will end up in the Errors tab in Queues, and the third portion includes correction procedures for miscellaneous errors.
Note: Utilizing our Bulk Recognition Builder to upload bulk recognitions will greatly minimize upload errors you might recieve. To receive email notifications relating to any errors in Queues, please contact your Client Success Manager or the Technical CSM team
- Upload Errors (applicable only to CSV uploads)
- Recognitions Sent to the Errors Tab
- Miscellaneous Errors
Upload Errors (applicable only to CSV uploads)
This sections errors/issues apply only to uploading bulk recognitions via a CSV file, not through the Bulk Recognition Builder.
Recognition/Notify Date not in the correct format.
- Ensure the following date format is observed:
- YYYY-MM-DDTXX:XX:XX +/-XX:00
- E.g. 2023-01-25T09:00:00-04:00
- Instructions provided here in the column A and M sections.
- Confirm dates exist on the calendar. E.g. the system won’t accept 02/29/23 as a valid date.
- Correct date and resubmit.
From User not found/To User not found.
- Verify user ID or email matches what is registered on the user file or on the Users tab (Admin > Users). Beware of any added spaces before or after the user ID or email.
- Correct and resubmit.
Note is missing.
- The note section (column D) is required. This message will display with the recognition in the recognition feed and may be sent in an email to the employee depending on your email template configuration. Input message and resubmit.
Unable to parse recognition amount.
- This error will appear if any value other than a whole number is input. Correct by entering a number and resubmit.
Budget not found.
- Ensure the text entered in this field matches the exact name of the budget. Verify the Budget name in the Budgets tab in Admin Settings (Admin > Budgets). Beware of any added spaces before or after the name.
- Correct and resubmit.
Email Template/Notify Email Template not found.
- Verify the text entered in this field matches the exact name of the email template. Verify this in the Email Templates tab in Admin Settings (Admin > Settings > Email Templates). Beware of any added spaces before or after the name.
- Correct and resubmit.
Invalid Program Name
- While this field is not required, inputting a program name will help you stay consistent in reporting and restrict the award to certain Award Networks. Verify the program name matches the exact name of the program in Recognition Program settings (Admin > Settings > Recognition Programs). Beware of any added spaces before or after the name.
- Correct and resubmit.
Invalid tag
- Hashtags are not required but can be helpful to connect recognitions with company values. Make certain values in this field match what’s registered in the Hashtags tab (Admin > Customize > Hashtags). A “#” must be in front of the text. Beware of any added spaces before or after the name.
- Correct and resubmit.
Header Amount (Currency) could not be found.
- Some older versions of the bulk recognition file will have your platform's base currency written in column G's header [e.g. Amount (USD)]. Please ensure the header is entered as "Amount (Currency)". Keep in mind the amount you award in this column is not the point value, but is the cash value of the award.
- Correct and resubmit.
Recognitions Sent to the Errors Tab
User recognized is archived.
- Access the Users tab to verify the ID and email address are correct (Admin > Users). If not, update information and Save. Now, click the checkbox to the left of the recognition in the Errors tab and select Move to Pending. Though the recognition most likely has a recognition date in the past, it will be sent at the top of the next hour.
- If the user is archived, access the Archived tab in the Users tab, click the “...” to the right of the archived user and Restore User. Ensure this user is kept active by including them on every user file upload. Click the checkbox to the left of the recognition in the Errors tab and select Move to Pending. The recognition will be sent at the top of the next hour.
Insufficient funds in your budget to reward.
- Verify the budget that’s listed in the recognition sent to the Errors tab.
- Check that budget’s balance in the Budgets tab (Admin > Finance > Budgets).
- Add points to that budget by clicking on the “...” to the right of the budget and clicking Add/Remove points. Enter the desired amount and select Update Balance. The amount added to the budget will come from the Company Account in the Points Summary.
- If the Company Account balance is low, click the Add Points button in the Points Summary to add points. Depending on your billing method, adding points could trigger an invoice; the Points Deposit invoicing method sends an invoice upon adding points.
- With the budget filled, Click the checkbox to the left of the recognition in the Errors tab and select Move to Pending. Though the recognition most likely has a recognition date in the past, it will be sent at the top of the next hour.
Miscellaneous Errors
Overlooking the point multiplier when awarding points.
- Keep in mind that the value input in the “Amount” field is in your platform currency, not points. Beware of any point multipliers configured in your platform when entering an amount.
- E.g. If you’d like to award 100 points and your platform has a point multiplier of 10 points = 1 USD, you’ll input $10 on the bulk recognition file.
The user never received an email notification for their recognition.
- Verify in the Completed tab in Queues tab that the recognition was sent (Admin > Recognition > Queues > Completed). If not, check the Errors tab. Correct the error and move the recognition to Pending. Though the recognition most likely has a recognition date in the past, it will be sent at the top of the next hour.
- Validate in the Users tab that the email address on file is correct (Admin > Users). If incorrect, update the email address and save. Locate the recognition on the social feed, select the “...” at the top of the recognition, and delete. Reupload the recognition via bulk recognition. The recognition will be sent at the top of the next hour. To guarantee the email is not sent to the wrong email address in the future, make certain the correct email is listed on the user file, as well.
- Certify the correct Awardco IP address and sender email address are whitelisted by your internal IT team.
- IP Address: 168.245.16.154
- Sender: no-reply@______.awardco.com
"______.awardco.com" will be the unique website address that your company uses.
Incorrect user was awarded.
- If a user was incorrectly awarded, this is likely due to the input of an incorrect ID/email on the bulk recognition file, or the user’s registered ID/email on the Users tab and user file is incorrect. To correct this error, start by locating the recognition on the social feed.
- As admin, you should see an “...” icon at the top right corner of the recognition. Click on the “...” icon and select Delete Recognition. If a notice appears explaining that the points associated with the recognition have already been redeemed, you won’t be able to proceed with these instructions.
- Next, verify the user’s information on the user’s tab (Admin > Users). If incorrect Employee ID and/or email is listed, correct and Save. Ensure this information is also corrected and reflected on your user file uploads. Otherwise, incorrect information on the user file will override changes made on the Users tab in the platform.
- Prepare a bulk recognition file with correct employee information and resubmit.
If you have any questions, please contact Awardco Admin Support.