Exports, Users & Access

Overview

Fixes for exports and imports, user invitations, and access.

A data import failed immediately.

This is almost always a file format or structure issue. Imports accept Excel files only (.xlsx or .xls) - a CSV will be rejected. Check Import History for the validation details, fix the file (match the column structure of the export and save it as Excel), and re-import.

My exported file is missing some products.

A search term or filter was probably active when you exported. Clear all filters and export again to include your full catalog.

The "Add New User" button is greyed out.

You've reached your plan's staff limit. On a paid plan you can add extra staff slots from Plan & Billing without changing your plan tier (billed per additional user), upgrade to a higher plan, or remove a user who no longer needs access.

An invited team member didn't receive the invitation email.

Confirm the email address was entered correctly and ask them to check their spam or promotions folder, then resend the invitation from User Management.

I can't remove the Admin Owner.

The Admin Owner role cannot be removed. Transfer ownership to another Admin first, then remove the previous owner's account if needed.

A removed user can still see data.

Access is revoked immediately, but an already-open session may need to reload. Ask the person to refresh or to sign out and back in.

A menu item is greyed out or I can't open it.

This usually means the feature requires a higher plan, or your user role doesn't have permission for it. Check your plan under Plan & Billing, and ask your account owner whether your role has access.