Reference
Troubleshooting
Fix a missing email, a supplier who cannot see a campaign, a refused workbook, or a date that reads wrong.
4 min read
Find what you see, then follow the steps to fix it.
An email did not arrive
Check Notifications and your spam folder
Every email also lands in Top barNotifications.
Check your email setting
If you chose One summary a day in Your nameSettings, some updates wait for the summary.
Buyers: check the email log
In LibraryEmail log, search for the recipient. Sent means it left, so check the recipient's spam filter. Failed usually means a wrong address. Suppressed means the contact was invited with email turned off. If nothing is logged, the campaign might still be a draft: invitations send when it opens.
If an invitation link expired, the supplier can click Forgot your password? on the sign-in page and use the invited address.
A supplier cannot see a campaign
Check that they are invited
Open the campaign's Suppliers & access tab. A supplier in your directory is not on a campaign until you invite them to it.
Check that the campaign is open
Suppliers can't see draft or archived campaigns.
Check that they signed in with the invited email address
Check the brand
A contact sees only the lines of the brands they work for in that campaign, which the roster lists beside them. A broker with the Brand filter set sees one brand and an amber Filtered to notice. Choosing All brands brings the rest back.
If a supplier can see a line but can't edit it, the campaign has closed. The supplier clicks Request edit access, or the buyer uses Ask for changes. See Invite suppliers.
A workbook or value was refused
A red cell in the grid means the value can't be used. Point at the cell to see what it held. Messages and fixes:
| Message | Fix |
|---|---|
… must be one of: … | Pick a value from the column's list. Spelling matters, capitals don't. |
… is required | Fill in the blank cell. Required columns carry an asterisk. |
… is not a number | Remove the text. A currency symbol and thousands separators are fine. |
… must be between … and … | Enter a value or date inside the range. The workbook's help row states it. |
UPC must be 12 digits | Follow the rule the buyer set on the column. The help row lists each column's rules. |
… could be 2027-04-03 or 2027-03-04 | Write the date as YYYY-MM-DD, or set your region. See A date or number reads wrong. |
File type … is not allowed | Save the workbook as .xlsx. |
No worksheet found | Download a fresh template from the campaign and copy your rows into it. |
This workbook has … lines; upload at most 5,000 at a time. | Split it into files of 5,000 rows or fewer and submit each with Replace my previous lines unticked. |
| Still reading your file | Keep the page open. The file check can take a minute or two after a quiet spell, and the grid appears when it finishes. |
A date or number reads wrong
You see 03/04/2027 read as the wrong month, a date refused as reading two ways, or 1,999 read as the wrong number. The app does not know how you write dates and numbers until you tell it.
Open Settings
Click your name in the top bar, then Settings.
Set Number and date format to your country
Check Show dates as and Timezone
Show dates as follows your country unless you pick a format. Deadlines show in your timezone.
Click Save, then paste or upload again
If your country writes the year first, write ambiguous dates as YYYY-MM-DD.
A supplier has not heard a decision
Decisions reach suppliers when they go out, not when you commit them. By default that is four hours after you commit. The outbox beside the Received table says when, and Send now sends at once. A supplier gets one email per brand listing every decided line, and never the same decision twice. See Review and decide.