Our Support Team is Here to Help!
We designed TrueDeceased to be a fast and easy to use deceased suppression processing service. Every now and then you may receive an error message while uploading, processing or exporting your file. While our support team is happy to assist you should you receive an error during deceased suppression processing, we have compiled a chart of the most common errors and their resolution for your reference.
Read our Input Guide to learn more about how to upload your file to TrueDeceased.
If you have any questions or need help, send us a quick note to [email protected].
Common deceased suppression processing errors
| Error | Reason for error | Suggested user action |
|---|---|---|
| File creation failed. | Your file has no records. | Review your file and make sure it is following the TrueDeceased input guidelines. |
| The key has already been activated, please login with your credentials. If you are still having difficulty accessing your account, contact support at [email protected]. | Your account has already been activated. | Login using your username and password. |
| Map first name and last name, or map full name to continue - you cannot map first name and last name AND full name at the same time. | Mapping first name and last name at the same time as full name | Make sure you are only mapping First Name and Last Name or only mapping Full Name. Using all three fields will cause an error. |
| First Name and Last Name OR Full Name must be mapped. | Not mapping any name fields. |
Make sure you are mapping an individual name by mapping either both First Name and Last Name or by mapping just Full Name. Each record should have a constituent's name listed. |
| Duplicate fields have been mapped; only map fields once. | Mapping duplicate fields | Check your mappings to make sure that there are no fields that are mapped more than once. The only exception for duplicate fields is the Pass-Through field accessible through the Toggle Fields view. |
| Individual first name and last name, or full name must be mapped. | First name and Last name are not mapped (Ex: Last Name and Full Name are mapped) | Make sure you are mapping an individual name either by mapping both First Name and Last Name or by mapping just Full Name. You cannot map First Name and Full Name or Last Name and Full Name together. |
| Invalid file or data. | Upload error: Wrong file extension. | Some initial requirements include: 1. File must be a .csv, .txt, .xls, or .xlsx. 2. File must contain: First Name, Last Name, Address 1, City, State (or Postal Code), and Input ID. |
| The same input field has been mapped more than once; please check your field mappings. | Duplicate input fields have been mapped to separate system fields. | Check your mappings to make sure that there are no fields that are mapped more than once. The only exception for duplicate fields is the Pass-Through field accessible through the Toggle Fields page. |
| Your file had a problem while processing, but don't worry, we are already investigating the problem 🙂 | The file may have failed during processing. | Check your file for issues. These issues are usually caused by carriage returns or extra commas included in the file. After the file is updated, rerun a new updated file. If the issue persists, contact [email protected] for help. |
Give us a try...
Upload, Paste, or Drag & Drop your data file today for our deceased suppression services and receive your complimentary TrueDeceased Report - no credit card required.
| Error | Reason for Error | Solution |
|---|---|---|
| File creation failed | Your file has no records. | Review your file and make sure it is following the TrueDeceased input guidelines. |