Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

My import failed, is stuck, or won't let me continue

Fix common Importer problems: a Failed row with no reason, a progress box that never closes, a refused file, Imports are paused, or a grayed-out button.

Most Importer problems are the tool waiting on you, or on Allmoxy, rather than something broken: the page never moves on by itself, a file over its size limit is refused, and a button stays grayed out until every row is handled. Work down this list in order; each section says what you'll see, why, and what to do. If none of it fits, the last section says exactly what to send us. The normal flow is on Import an order from a design file with the Importer.

Applies to: employees on catalog shops where the Importer (Orders > Importer) is turned on. CSV imports through Import Order (Legacy) are a different tool; see Import an order from a CSV file (Import Order Legacy).

In this article

I can't see Importer in the Orders menu

Three things decide whether the Importer shows for you, and the menu simply hides it when any of them fails:

  • The Importer isn't turned on for your shop. Ask your Customer Success Manager.
  • Your shop is project-only. The Importer, like the CSV importer, is for catalog shops.
  • The Use Import Tool permission is set to Deny for you. It is allowed by default, so this is only the case if someone changed it on your contact; your administrator can clear the Deny. Administrators always have it.

You must also be signed in through Allmoxy's standard sign-in in this browser. If a colleague sees Importer and you don't, sign out, sign in again, and then ask your administrator about the permission.

I uploaded a file and nothing happened

This is expected. After Start Import the page stays where it is; it never jumps into the matching steps on its own. Look in the Previous imports table: your file is a new row at the top, and the table refreshes itself every 10 seconds while any row is still being read. When the Status column says Awaiting product mapping, press Continue on that row. If you don't see a row at all, the upload didn't finish; check for a red message naming the file (next sections) and upload it again.

The row says Failed and there's no button

The import stopped, and today the Importer can't show you why or offer a retry; a reason display is on its way. Here is what to do:

  1. Note the number in the Task column (the import number).
  2. Send that number, the file, and what you expected to come in to support@allmoxy.com. We can read the recorded reason, which is often something on your side, such as a photo that couldn't be read or items that matched nothing in your catalog.
  3. If the fix is on your side (a sharper, straight-on photo, the actual order file, or products that need to exist in your catalog first), upload the file again as a new import.

Don't keep re-uploading the same file hoping for a different result; each attempt uses your AI allowance.

The Creating your order box never finishes

After Create Order, a "Creating your order" box shows progress. Its text changes at 15 and 45 seconds, and from 15 seconds it offers Leave and keep importing. If it has been running far longer than that:

  1. Close it, or press Leave and keep importing, to get back to the table.
  2. Read the row. Completed with a number in the Order column means the order exists; open it from there. Failed with no order number means no order was created, so treat it as the Failed section above.
  3. Don't press Create Order again after a failure. The box closing can make the button look available again, but sending a second time is refused and only produces a technical error message.

The same applies to the "Matching your attributes" box after the product step: if it runs and runs, go back to the table and read the row.

My file was refused

A file the Importer won't take is named in a red message that stays open until you close it. There are two causes:

  • Wrong type. The Importer reads .ordx, .zip (Mozaik job folders), .xml, .txt, .pdf and .jpg, .jpeg, .png or .webp photos. A CSV goes through Import Order (Legacy) instead. The message offers "Notify me when available", which tells us which format you wanted.
  • Too big. Limits are per type: 25 MB for a zip, 10 MB for ORDX, XML and text, about 4.5 MB for a PDF and about 3.75 MB for a photo. The message offers "Request a larger limit", which sends us your request. For example, a 6 MB ORDX or a 20 MB Mozaik zip is accepted, but a 6 MB PDF or a 4 MB phone photo is refused. Re-save a big PDF at a lower quality or a photo at a smaller size, and upload again.

Photos must be JPG, PNG or WebP. A GIF, HEIC or HEIF photo (the default on some phones) is refused at the upload area, but today it can still create an import row you didn't ask for, which may then sit at Processing or end as Failed. Ignore that row and upload the photo again as a JPG or PNG. An empty file, or one with a file name the Importer can't accept, is refused with a plain message and no option.

A banner says Imports are paused

Every shop has a monthly AI allowance, and the Importer shares it with Operator. When the month's allowance is used up, a banner across the top of the Import Tool page says imports are paused, and new uploads fail until the allowance resets next month. An import that was already running is never cut off; let it finish and create its order. If you need to import before the month rolls over, ask support@allmoxy.com. See Guide: Operator.

Continue or Create Order is grayed out

Both buttons stay disabled until every row on the step is confirmed or skipped, and the counter in the bottom bar tells you how many are left. Work through the groups from the top, including No Match: those rows start empty and must be mapped to a product or skipped, and nothing is pre-confirmed even in High Confidence Match. On the attribute step, three more things hold a row back:

  • An empty Attribute option on a fixed-list attribute (the field shows a red edge). Pick the option, then confirm.
  • A value that isn't a number on a number attribute. Confirm opens the browser so you can map the row to a different attribute, or skip it.
  • A red tag from Allmoxy on a row after a refused submission. Change that row's mapping or option; Create Order unlocks once every tagged row is fixed.

A Duplicate mapping tag is only a warning and doesn't block anything. If the step shows gray placeholder tables and never fills in, and no bottom bar appears, the import has no attribute results to show; go back to the table and send us the import number.

My choices disappeared, or a change was ignored

Two cases, both expected today:

  • You reloaded or left the attribute step and your attribute choices are gone. Attribute choices live only in the open page; the step starts again from the AI's suggestions. Your product choices are safe, because Allmoxy stored them when you pressed Continue. Finish the attribute step in one sitting.
  • You went back to the product step after sending it, changed a product, and the order has the old one. Once the product step has been sent, Continue only moves forward; changes made there are not sent again. To change a product, finish the import and edit the order, or upload the file again.

No Match shows a number but the table under it is empty

On the attribute step, a heading like "No Match (3)" with no rows below it is counting attributes Allmoxy couldn't place for the import as a whole rather than for one product. They have no rows to confirm and don't block Create Order. Create the order and add any missing details on the order itself.

Still stuck? What to send support

If a row has sat at Processing, In progress or Processing with attribute mappings for a long time, don't upload the file again unless the row says Failed. Send support@allmoxy.com:

  1. The import number from the Task column.
  2. The file you uploaded.
  3. A screenshot of the row or the message you see, and the time you started the import.

We can read what Allmoxy recorded for that import and tell you whether to wait, re-upload or change the file.

Things to know

  • A Failed row shows no reason on screen today. Send us the import number; we can read the recorded reason. A reason display is on its way.
  • Never press Create Order twice. After a failure the button can look available again, but a second send is refused.
  • An import already running is never cut off by the allowance. Only new uploads are paused when the month's AI allowance is spent.
  • Attributes counted under No Match with no rows don't block the order. Only rows you can see need to be confirmed or skipped.
  • Photos must be JPG, PNG or WebP. A refused GIF, HEIC or HEIF photo can still leave a stray row in Previous imports; ignore it.
  • Re-uploading uses your AI allowance. Fix the file or the catalog first, then upload once.

Related articles