Error
Every visitor in Cove must be linked to a host, the person at the tenant who is expecting them. When you upload visitors in bulk, Cove uses the Host Email column to find that person. If Cove can't match the email to an active user, the visitors in that row won't upload.
What it means
The email in the Host Email column (Column A of the visitor upload template) doesn't belong to an active Cove user at the visitor's tenant. Cove only accepts hosts who are already set up as a Tenant Host or Tenant Admin or greater.
Common causes:
- The host doesn't have a Cove account yet.
- The host's email is spelled differently than it is in Cove, or has an extra space.
- The column has a name instead of an email address.
- The column has more than one email address in a single cell.
- The host's account has only basic user access, not host or admin access.
- The example row from the template was left in, so Cove tries to match the sample email.
Where you'll see it
You'll see the error after you select Begin Upload on the Visitor Management bulk upload screen. The message names the row that failed.
If the same host is listed on many rows, every one of those rows will fail.
How to resolve
- Check the email format. Each cell in Host Email must contain exactly one email address, with no names, commas, or extra spaces.
- Confirm the host is a Cove user. Search for the person in Cove's user list for that tenant. Make sure the email in your CSV matches the email on their Cove account exactly.
- Confirm the host's role. The host must be a Tenant Host or Tenant Admin. If they only have basic user access, ask the tenant admin to update their role.
- Add the host if they're missing. If the person isn't in Cove, the tenant admin or building team needs to add them before you upload. If you can't wait, use the email of another host or admin at the same tenant who can receive the visitor notifications.
- Remove the example row. Delete the sample row from the template before saving.
- Save as CSV and upload again. Save the file as CSV and upload it again.
Good to know
- Cove can't create a host account as part of a visitor upload. The host must exist before the upload.
- The host gets the arrival notifications for their visitors, so choose someone who will be on site or monitoring.
- One host per row. To list visitors for several hosts, put each visitor on their own row with their own host.
Still having trouble?
If the error continues after these steps, contact Tech Support and include:
- A screenshot of the error message
- The CSV file you uploaded
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