Our Support Team is Here to Help!
We designed TrueNCOA to be fast and easy to use, but 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 the NCOA process, we have compiled a chart of the most common errors and their resolution for your reference.
Read our Input Guide to learn more about uploading your file to TrueNCOA.
If you have any questions or need help, send us a quick note to support@truencoa.com.
Common NCOA Errors and Their Resolution
| Error Message | Resolution |
| 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 | Make sure you are only mapping First Name and Last Name or only mapping Full Name. Using all three fields will cause an error. TrueNCOA recommends users to map their name fields to our First Name and Last Name fields. |
| First Name and Last Name OR Full Name must be mapped. | 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. |
| Address city and state code, or postal code must be mapped. | Make sure you are mapping location information. You must map location 1 of 3 ways: 1. Address City and State Code 2. Postal Code 3. Address City, State Code, and Postal Code |
| Duplicate fields have been mapped; only map fields once. | 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. |
| Individual first name and last name, or full name must be 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. | Please review your file and make sure it is compatible with TrueNCOA's upload criteria as described in our Input Guide. 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). |
| The same input field has been mapped more than once; please check your field mappings. | Verify that you have only mapped each field 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. | To help resolve this issue, please provide support@truencoa with your answers: 1. What is the file name? 2. What is your file extension? 3. What browser are you using? 4. What was your upload method? 5. What steps were you taking when you received the error? |