User management: Troubleshooting
Error message
If you’re running into issues with manually adding or updating user data, refer to this table for more information on how to fix those issues.
Error | How to fix |
|---|---|
The system does not recognize the associated Excel column | Via dropdown, the correct Excel column can then be selected manually for the required attribute. |
Incorrect spelling of the email address | The system will show you incorrect email addresses, which you can then correct quickly and easily. |
Email is a duplicate | The system will show you the duplicate and you can edit the possible duplicate record. |
Email address cannot be found in the database | This error occurs only in the delete operation. Correct the email address if it contains a spelling error or remove it from the delete operation. |
A mandatory field is not filled in | Mandatory user data is marked with a *. Make sure that these data are entered in your Excel or enter them in the system. |
The TYPE or ACTIVE columns are missing | These are mandatory fields. For TYPE use "Single Address" if you add an single user and use "Group / Collective address" if you add an collective address. Use "Yes" for column ACTIVE. |
Address is not in the whitelisting | An email address from the upload is not in the whitelisting of your company data. Ensure that the domain of the email is created as a permitted domain under the company data. |
User group is too small | Create a new user group or assign the users to an existing group. Alternatively, you can skip this step, but then not all Analytics functions will be available. |
How do I restore user data that was accidentally deleted?
It is not possible to restore accidentally deleted user data. To comply with GDPR, deleted user data will be immediately deleted in the backend database.
What is the SoSafe ID?
Via SoSafe ID you can easily locate and update a large number of existing email addresses in the system.
Initial problem:
The records in our system are identified and assigned via the email address in the Excel when updates are made. If, for example, mustermann@ihrunternehmen.DE in the SoSafe system is to be changed to mustermann@ihrunternehmen.COM (Excel file), this assignment can no longer be made via the email address.
An update via SoSafe-ID looks like this, for example:
After importing the data via the Excel template, the system automatically creates a SoSafe ID for each user record in the background, via which it can be uniquely identified.
To obtain the SoSafe IDs, export user data as a .csv file after import.
Change the email addresses as desired in the exported .csv file and upload it with the User Management, including the SoSafe ID contained there.
The SoSafe System automatically recognizes the SoSafe ID and uses the SoSafe ID to associate the user records from the upload file and the SoSafe system. You can continue with the import as usual.
The system will display the SoSafe ID in the attribute mapping if it is recognized. For the recognition of the data, please make sure that the name of the SoSafe ID column in the Excel file has not been changed.