Error
When you upload visitors in bulk, Cove checks each visitor's Destination Floor against the floors assigned to the host's company. If the floor in your CSV doesn't match exactly, the upload fails for that row.
What it means
The value in the Destination Floor column doesn't exactly match a floor assigned to the host's tenant in Cove. Cove uses exact text matching, so it treats each of these as a different floor:
- 4
- 04
- 00004
- Level 4
The building team sets up floor labels in Cove under Floors and Suites. Your CSV must use the same label, character for character.
Common causes:
- Excel removed the leading zeros, so "04" became "4".
- The floor was typed as a number when Cove stores it as a word, such as "Level 4".
- The floor exists in the building but isn't assigned to the host's tenant.
- A name was used that isn't a floor in Cove, such as a room or conference center name.
Where you'll see it
You'll see the error after you select Begin Upload on the Visitor Management bulk upload screen. The message may say Failed to upload visits or that the floor does not match the host's floors, and it names the row that failed.
If every visitor uses the same floor, every row will fail.
How to resolve
- Find the correct floor label. Ask your property team how the tenant's floor appears in Cove. Property admins can check the building's floors under Floors and Suites, and confirm the floor is assigned to the tenant under the tenant's Tenant Details › Visitor Floors setting.
- Format the floor column as Text. In Excel, select the Destination Floor column, right-click, choose Format Cells, and select Text. Do this before typing so Excel keeps leading zeros.
- Enter the floor exactly as it appears in Cove. Include leading zeros, words, and spacing (for example, 04, 00019 or Level 4).
- Save as CSV. Save the file as CSV (Comma delimited).
- Check the saved file. Open the CSV in a text editor such as Notepad or TextEdit, not Excel, and confirm the leading zeros are still there. Opening it in Excel again can strip them.
- Upload again.
Good to know
- A visitor can only be sent to a floor assigned to their host's tenant. If the floor is right but isn't assigned to the tenant, ask your building team to add it under the tenant's Tenant Details › Visitor Floors setting.
- Rooms and event spaces aren't floors in Cove. Use the floor the room is on.
- Sending a group to one floor? Use Bulk Paste Visitors in the New Guest Visit drawer instead. You pick the host, date and floor from dropdowns, and the floor always matches.
Still having trouble?
If the error continues after these steps, contact Cove Support and include:
- A screenshot of the error message
- The CSV file you uploaded
- The tenant and floor the visitors are going to
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