Catalog troubleshooting
What to do about save errors, import problems and answers your agent gets wrong.
Updated
| What you see | Why | What to do |
|---|---|---|
| "Product name is required." | The name is empty | Type a name |
| "Price must be a number." | Letters or symbols in a number box | Use digits only; put ranges or notes in the description |
| "Those options would make … versions, and the limit is 100." | Too many combinations | Remove some values, or split the item in two |
| Items vanished after you archived them | Archived, Off market and Past are hidden by default | Filter for that status |
| Your agent says a back-ordered item is out of stock | Continue selling when out of stock isn't ticked | Tick it on the item, or on each version |
| Your agent says a real dish isn't on the menu | Its status is Draft or Archived, which hides it from customers | Use Off today instead |
| Your agent quotes a per-night rate as a total | No price unit | Set the unit beside the price |
| Your agent never mentions a sale | The was-price isn't higher than the price | Raise the was-price to the genuine original |
| Your agent can't find anything | Your trial or plan ended | Check Billing: the catalog comes with every plan |
| Your agent can't find items customers describe | They have no description or category | Use the need-detail filter and add a description, a category and a few tags |
| "That file doesn't look like a CSV, XLS, or XLSX." | Wrong file type | Export as CSV or XLSX first |
| "That file is too large. The maximum size is 10MB." | The file is over 10 MB | Save only the product sheet as CSV, or split it |
| "Couldn't find any columns or rows in that file." | The first sheet is empty, or the headers aren't in the first row | Remove rows above the headers and put the products on the first sheet |
| Half the rows have no name | A store export's extra rows for images and sizes | Map the Handle / product ID column |
| Arabic names arrive garbled | The file uses an old Windows encoding | Save it as CSV UTF-8 from Excel |
| Only one image per product imported | The image column or the handle column wasn't mapped | Map Image URL(s), and the handle for store exports |
| Prices landed on the wrong sizes | Price was mapped from a product-level column | Map Price to the per-row (variant) price column |
| Your whole catalog disappeared after an import | Replace catalog was used | It's permanent: import the right file again |