If you receive a “Processing Failed” error when uploading files, you can refer to the following error descriptions to initially troubleshoot the problem:
- Error message: Please verify the file format, then upload again.
Reason: File extension is incorrect. The system only supports files in the .xlsx format.
Solution: Please ensure that your file is an .xlsx file and upload it again.
- Error message: Number, order or name of field or worksheet is incorrect. Please download the latest template to complete editing, then upload it once you are finished.
Reason: Template data version is incorrect or the order of the columns in the worksheet was modified.
Solution: Please verify that the version of the template you have used and the one provided by the system are the same. Templates are periodically updated by the system. Please always use the latest templates provided by the system. Please also make sure not to modify the order of the columns in the template or else the system will be unable to read the file correctly.
If the error message only displays “Processing Failed” without further explanation, or your issue cannot be resolved after referring to the information above, please send an email to our customer service team at service@pinkoi.com, making sure to attach a screenshot of the error and the original file that you wanted to upload.
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