Product or size chart import failed

An import fails when the account isn’t ready to import, when the file isn’t in the right format, or when Provei can’t read the product page. The dashboard shows the reason right when you submit, or under Ver o que falhou (See what failed) in the Importações recentes (Recent imports) list.

Check in this order: products

1. Does the account have an active plan?

   Without a plan, the screen shows Escolha um plano para adicionar produtos (Choose a plan to add products). Talk to Provei under Conta › Plano e créditos (Account › Plan and credits).

2. Does the store have an access key?

   If you see Para importar por link ou planilha, sua loja precisa de uma chave de acesso. Crie uma em Desenvolvedor. (To import by link or spreadsheet, your store needs an access key. Create one in Desenvolvedor.), click Ir para Desenvolvedor (Go to Developer) and create a key. See API keys.

3. Is the import already in the queue?

   Before submitting again, open Importações recentes. If you see Importação enviada (Import submitted) with a note that the server took a while to confirm, or A importação começou, mas não recebemos o acompanhamento. Veja em Importações recentes. (The import started, but we didn’t get a progress update. Check Recent imports.), the import may already be running. Submitting again can duplicate products.

4. Too many imports at once?

   Você já possui 3 importações em andamento. Aguarde a conclusão para iniciar uma nova. (You already have 3 imports in progress. Wait for one to finish before starting a new one.): wait for one to finish, or use Cancelar (Cancel) on one of them.

5. Did the service respond?

   O serviço de importação está indisponível agora. Tente de novo em alguns minutos. (The import service is unavailable right now. Try again in a few minutes.): wait and submit again.

6. Are the file or the links in the right format?

   • Cole até 500 links por vez. Para mais, use a planilha. (Paste up to 500 links at a time. For more, use the spreadsheet.): split the links or use the spreadsheet.
   • Todos esses produtos já estão no seu catálogo. Nada para importar. (All of these products are already in your catalog. Nothing to import.): the links were imported before.
   • Envie um arquivo CSV ou Excel (.xlsx). (Upload a CSV or Excel (.xlsx) file.): save the spreadsheet in one of these formats.
   • O arquivo está vazio. (The file is empty.) or Nenhuma URL válida foi encontrada no arquivo. (No valid URL was found in the file.): check that the links are complete and start with https://.
   • Nenhuma coluna com URLs foi encontrada no arquivo. (No column with URLs was found in the file.): type url in the first row of the links column.
   • O arquivo passa de 5 MB. Divida em arquivos menores. (The file is over 5 MB. Split it into smaller files.): split it into more than one spreadsheet.

7. Open Ver o que falhou.

   When the import ends as Concluída com falhas (Completed with failures), the pages are grouped by reason:

   • A página não parece ser de um produto. (The page doesn’t look like a product page.): use the product page link, not a category link.
   • Não conseguimos abrir a página. Confira se ela está pública. (We couldn’t open the page. Check that it’s public.): open the link in a private window. If it asks for a login or password, make the page public.
   • The address doesn’t open: check the link and fix it.
   • A página não tem fotos em um formato que aceitamos. (The page has no photos in a format we accept.): use JPG, PNG or WebP photos on the page, or add the product with Um produto (One product) and upload the photos.
   • Erro ao preparar o produto. Tente de novo. (Error preparing the product. Try again.): try again.

   After fixing, click Tentar de novo (Try again). Only the pages that failed are processed.

8. Did the import stop halfway?

   With the Falhou (Failed) status and no failed pages, you see A importação parou antes de terminar. Tente de novo com o mesmo arquivo ou links. (The import stopped before finishing. Try again with the same file or links.) Click Tentar de novo.

Check in this order: size charts

1. Is the file in the right format?

   The safest way is to create a chart in the dashboard, click Exportar (Export) and use that file as a template. See Import size charts.

2. Fix the error the screen showed.

   • CSV sem nome (#name) (CSV has no name): add a #name: line with the chart name at the top.
   • CSV precisa de cabeçalho e ao menos um tamanho (CSV needs a header and at least one size): include the header row and at least one size row.
   • CSV sem colunas de medidas (CSV has no measurement columns): include at least one measurement column after the size column.
   • Valor inválido para (measurement) no tamanho (size) (Invalid value for … in size …): use numbers only, with a period for decimals.
   • Tamanho sem rótulo no CSV (Size without a label in the CSV): fill in the first column of every row.
   • CSV deve usar codificação UTF-8 (CSV must use UTF-8 encoding): save the file again as CSV UTF-8.

   For Excel files, the messages say XLSX instead of CSV.

3. PDF, photo or bulk import isn’t available?

   This kind of import may be unavailable at the moment. Try again later or contact support. Meanwhile, import one CSV at a time or create the chart in the dashboard. If the screen asks you to wait, give it a few minutes before uploading another PDF or photo.

4. The chart imported, but it doesn’t recommend a size?

   Open the chart and check the Base das medidas (Measurement basis). Charts imported without this setting come in as Somente exibição (Display only), which doesn’t work for Descubra seu tamanho (Find your size). Change the basis and save.

5. Seeing Tabela desatualizada (Outdated chart)?

   Esta tabela foi alterada em outra sessão. Recarregue os dados antes de editar novamente. (This chart was changed in another session. Reload the data before editing again.) means someone saved the same chart in another tab or on another computer. Click Recarregar tabela (Reload chart) and redo your change.

Tip

After importing charts, link each one to its products. Without a link, the sizing links don’t show in the store. See Link size charts to products.

Still not solved?

Contact support by email at suporte@provei.ai, on WhatsApp at +55 11 5296-0168 or, in the dashboard, under Conta › Ajuda › Abrir conversa (Account › Help › Start a conversation). Send:

• your store link;
• two or three links to products that failed, or the file you tried to import;
• a screenshot of Importações recentes or of the error message.

Don’t send your password or API keys. Support doesn’t need them.

Frequently asked questions

If I upload the same spreadsheet again, will the products be duplicated?

They can be. The spreadsheet import doesn't skip links that are already in the catalog. Upload only the new links, or use the import by link, which skips repeated ones.

Can I leave the screen while the import runs?

Yes. The import keeps going, and its progress shows in Importações recentes (Recent imports), under Produtos › Adicionar produtos (Products › Add products).

See also

• Add products by store link
• Add products with a spreadsheet
• Import size charts
• Create and revoke API keys