This document is divided in 3 sections Manual Uploads, SFTP Uploads and API uploads. Please look for appropriate section based on the type of upload.

Manual Uploads

What happened to my upload ?

 After you have uploaded your file you will see the below page. Click the number in blue under # Success, to view the status of the file.

Here you can see the status of all the records from the file. In our particular case 17 were successfully uploaded out of which 8 got delivered and 9 failed.

What is Waiting to be send ?

These records have been successfully accepted however not sent yet, this can happen if you have delayed interval rule setup. This rule is used to delay the sending by x number of days. Please check with your CSM or write to to know your interval rule.

Note, additionally the records can also get queued up as waiting if the sending has been turned off either intentionally for testing or for spam prevention. You can check the "Email Sending" status in the Data Transport Report on the right hand side.  If "Email Sending" is off check with your CSM or write to

What is Error Template ?

This generally means that system was unable to find a suitable campaign for this record and there was no default campaign. There are  2 main reasons why this happens,

  • The data supplied with the record did not match any of the filters in your campaigns. 
  • There is no template for the language code supplied with the record.


      What is Bounce?

Bounce is an error that is generated when the email client was not able to successfully deliver the email. This could happen for couple of reasons as listed.

  • The receiver email is incorrect or non-existent.
    • The mail server of the recipient blocked the email.
    • The email was recorded as bounced previously. 

Note, if the email had bounced previously, system will not try and send email to this client in future and ignore any record uploaded with same email. If it is verified that the email is valid and the issue leading to the bounce in past has been resolved, then a ticket must be raised for the CG support team to remove the user from the bounce list to allow system to try and send the future emails.

Why are the records duplicated ?

To avoid spamming customers, system allows you to set a duplication rule. If system has already sent an email to the customer and received another record for same customer within the duplication interval, then that particular record is marked as duplicated and not sent out.

SFTP Uploads

What happened to my upload ?

To check this you can go to Import Data section and under upload history select the SFTP tab. Here you will see all the files that have been uploaded via SFTP.

Why is my file not uploaded yet ?

CG system usually processes the SFTP files once a day. A file(s) if placed in SFTP server today during business hours is usually processed the following day before start of business.

Why are my SFTP uploads missing / I don't see my file in the upload history ?

Since SFTP process is automated, the processing errors are not quickly noticed as there is no active feedback as in Manual upload. Please go through the SFTP Upload article to understand the complete process. 

There are chances that the files fail to process due to some issues and are not seen in the system. This can happen if the file failed validation check during processing. In such cases, please check for below

  1. Data is provided for all mandatory fields.
  2. Date formats are correct (YYYY-MM-DD HH:MI:SS).
  3. Ensure file formats are correct. (refer section File Formats at the end of this document).

Once the file has been corrected, you can either choose to upload the file manually or reprocess the file through SFTP by re-uploading the same file with a different name (Note: If a file is already existing in the system with the same name, then that file will not be processed via SFTP.)

API Uploads

Why is my upload not working ?

Currently there are 2 versions of API calls supported by CG i.e., version 4 and version 4.1. With the difference of version 4.1 being more secure as the API key needs to be passed in header which hides the key from appearing in the URL. All URLs in the support article refer to version 4.1, if in doubt please write to to know your version.

What happened to my upload ?

To check this you can go to Import Data section and under upload history select the API tab. Here you will see all the files that have been uploaded via API.

Why are my API uploads missing / I don't see my file in the upload history ?

When you upload a file via API you are usually returned with a Upload ID, you can use this upload id to check the status of the upload using the get upload API. If you have not received the upload id but just { Data: true }, then possibly there is an issue with the API version. Please check with your CSM or write to to know your API version and to ensure that you are using the correct URL.

Additionally, please ensure the file format is correct as given below.

    File Formats (CSV, XML)


  • Ensure the file is in UTF-8 format.
  • Ensure the field separator used is correct (system can be setup to use ',' (comma) or ';' (semi-colon) or '|' (pipe) this can be configured for your system, please check with our support if in doubt).


  • Ensure the format is correct and there are no special characters that might break the xml file. You can easily validate an xml file by viewing the same in an internet browser. If you don't see the text neatly ordered in a tree format then it is possible that the file is not correct.
  • The xml field tags in the file are case sensitive and need to match exactly as it has been setup in the system, while setting up a xml file, you can download sample xml data structure for a  transactional file from the Import Data section in your system and use the same to build a new file.