Fix import problems: column mapping, re-drops and duplicates

Overview#

The switching kit reads each file's column headers to work out what it is, then imports everything it can and lists the rows it couldn't. Nothing is saved until you press Import, and re-dropping files later updates the same records rather than duplicating them. This article covers the common problems and how to fix them.

Before you start#

• You need the Owner or Admin role.

• Have the original export files to hand; most fixes mean editing a file or exporting again.

Steps#

When a file isn't recognized#

1. Under What we found, a file marked Not recognized says We don't recognize this file. Tell us what it is.

2. Choose its type under This file is a….

3. Under Check the columns, pick which column in your file holds each field, or (not in this file).

4. The preview updates as you go. You can't press Import until every file is either identified or skipped (Tell us what the unrecognized file is, or skip it, to continue.).

When TradesWork isn't sure#

1. A file marked We're not fully sure about this one asks you to confirm what each column means.

2. Check the suggested mapping and fix anything wrong, then continue.

Files you don't need#

Press Skip on a file to leave it out, or remove it from the drop.

Rows that couldn't be imported#

1. After the import, rows that couldn't go in are listed with Where (file, sheet and row), What and Reason.

2. Press Download as CSV to get the list, fix the rows in your source file, and drop the file again.

Common reasons and fixes:

Re-drops and side-by-side runs#

1. Export newer files from your old system and drop them again.

2. Records are matched by the old system's ID (or, without one, by name and address, or price book code), so they update instead of duplicating.

3. Do this as often as you like while you run both systems.

Settings that change this#

• Settings › Tools › Import / Export Data: the source buttons (ServiceTitan, Housecall Pro, Jobber, FieldEdge, Another system or a spreadsheet) decide which export instructions you see. Detection works on headers, whichever source is selected.

Tips#

• Drop related files together (customers with locations, locations with equipment, customers with jobs and invoices) so links resolve inside the same drop.

• Keep ID columns in every export: they make re-drops and links reliable.

• Try a big or messy import in a sandbox company first.

Troubleshooting#

• The customer file has exactly 1,000 or 5,000 rows → the export was probably cut off. → Clear all filters and export again.

• "Up to 50 MB per drop" exceeded → too much at once. → Drop files in batches; re-drops are safe.

• Duplicates after a re-drop → the file had no ID column and a name or address changed between exports. → Keep ID columns. Merge or remove the extras by hand.

• "The connection dropped during the import" → your connection broke mid-import. → Everything imported so far is saved; drop the files again to finish.

• "We couldn't reach TradesWork" → no internet connection. → Check your connection and drop the files again.

• "The import didn't start." → something went wrong before the import began. → Try again; if it repeats, use Ask for help in the Connections hub guide.

FAQ#

Can I undo an import? There's no undo button. That's why the preview and the sandbox option exist. Re-dropping a corrected file updates records.

Does a re-drop delete records that aren't in the new file? No. Re-drops add and update; they never delete.

Coming from ServiceTitan#

ServiceTitan exports carry ServiceTitan IDs (Customer ID, Location ID, Equipment ID), which TradesWork keeps on each record. Keep those columns in your reports and re-drops will always update the right records.