Error
When you upload visitors in bulk, Cove reads each visitor's arrival time from the template. If a time isn't in the format Cove expects, the upload stops and names the row with the problem.
What it means
The value in the Time of Arrival column, or in the Time of Day column, can't be read as a valid time. The time often looks correct in Excel, but the spreadsheet has stored it differently behind the scenes.
Common causes:
- The time isn't in hh:mm format (for example, "8am" or "0800").
- The time was entered in 24-hour format, such as "14:30", instead of 12-hour time with PM in the Time of Day column.
- AM or PM was typed into the Time of Arrival column instead of the separate Time of Day column.
- The Time of Day column is empty or has something other than AM or PM.
- Excel converted the cell to a date-time or changed the format when the file was saved.
- There's a space before or after the value.
- Template columns were renamed, removed or moved, so the time isn't in the column Cove expects.
Where you'll see it
You'll see the error after you select Begin Upload on the Visitor Management bulk upload screen. The message reads Invalid Time of Arrival on row N or Invalid time of day on row N.
The row number counts the header row, so row 9 in the error is row 9 in your spreadsheet. If the error keeps pointing to the same row, the problem is usually in that row's cell formatting rather than the time itself.
How to resolve
- Go to the row in the error. Check the Time of Arrival and Time of Day cells for that row.
- Enter the time as hh:mm. For example, 08:00 or 2:30. Don't include AM or PM in this column.
- Enter AM or PM in Time of Day. Fill in the Time of Day column for every visitor.
- Remove extra spaces. Delete any spaces before or after the values.
- Format the columns as Text. If Excel keeps changing the time, select the column, right-click, choose Format Cells, select Text, and select OK. Then retype each time. Changing the format doesn't change values that are already in the cells. You can also type an apostrophe before the time (for example,
'08:00) so Excel keeps it as text. - Keep the template structure. Don't rename, remove or reorder columns, and delete the example row.
- Save as CSV and upload again. Save the file as CSV (Comma delimited) and upload it.
Good to know
- If one row fails, check the rows after it too. The same formatting issue often affects several rows.
- Copying times from another spreadsheet or calendar can carry over hidden formatting. Type the times directly if the error continues.
- Use the latest template from the upload screen. Older templates have different time columns.
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 building and tenant the visitors are for
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