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This page covers errors that appear when importing or exporting CSV files, saving notes, or working with data in Visualcare.

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CSV import errors

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Issue: “Service Id column is missing” during bulk update services

Symptoms: Visualcare shows “Service Id column is missing” when you upload a bulk update services CSV. Cause: The Service Id column has been deleted or renamed in the file, or the file was saved in the wrong CSV format (UTF-8, Macintosh, or MS-DOS encoding instead of standard comma-delimited). Fix:
  1. Open the CSV file in your spreadsheet application
  2. Confirm the Service Id column is present and hasn’t been renamed or removed
  3. Save the file using File → Save As and select CSV (Comma delimited) as the file type
  4. Re-upload the file

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Issue: “Column must contain a numeric character” during bulk update services

Symptoms: Visualcare shows “Column must contain a numeric character” when importing a bulk update services CSV. Cause: The Pay Rate or Charge Rate column contains non-numeric values, such as text, currency symbols, or blank cells. Fix:
  1. Open the CSV file and locate the Pay Rate and Charge Rate columns
  2. Remove any text, symbols, or blank cells - every row needs a valid number
  3. Save the file as CSV (Comma delimited)
  4. Re-upload the file

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Issue: Import gets stuck at 100% during bulk update services

Symptoms: The bulk update services import appears to complete (reaching 100%) but doesn’t finish processing or apply the changes. Cause: Special characters in the Service Code or Service Description fields are causing the import to stall. Fix:
  1. Open the CSV file and review the Service Code and Service Description columns
  2. Remove any special characters (for example, symbols like @, #, %, &, accented letters, or brackets)
  3. Save the file as CSV (Comma delimited)
  4. Re-upload the cleaned file

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Issue: Lines missing after importing expenses CSV

Symptoms: After uploading an expenses CSV, some rows don’t appear in Visualcare. Cause: Special or unusual characters in the Description or other text fields prevent those rows from being processed. Fix:
  1. Open the CSV file and review the Description column and any other text fields for unusual characters (for example, ®, accented letters, or characters that don’t display correctly)
  2. Remove or replace any invalid characters with plain text equivalents
  3. Save the file and re-upload the cleaned CSV

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Export errors

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Issue: Garbled text on the Export Reimbursements page

Symptoms: The Export Reimbursements page displays garbled or unreadable text when you open it. Cause: Browser cache is interfering with how the page loads. Fix:
  1. Press Ctrl + Shift + Delete to open your browser’s clear browsing data tool (works in Chrome and Edge)
  2. Set the time range to All time
  3. Untick Browsing history
  4. Tick Cookies and other site data and Cached images and files
  5. Click Clear data
  6. Fully close the browser, reopen it, and navigate back to the Export Reimbursements page

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Issue: “FAIL null” error when exporting First Aid Allowances

Symptoms: Exporting First Aid Allowances returns a “FAIL null” error. Cause: Too many items are included in a single export. Visualcare doesn’t support large batches of First Aid Allowances in one go. Fix:
  1. Reduce the date range or filter the export so each batch contains 40 or fewer items
  2. Export in multiple batches until all allowances have been exported

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Notes errors

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Issue: “Undefined” error when saving a note

Symptoms: Visualcare shows an “undefined” error when you try to save a note. Cause: The note contains special characters, a restricted character combination (for example, “system(”), or exceeds the character limit. Fix:
  1. Remove any special characters from the note - avoid @, #, %, &, (), and accented letters
  2. Check whether the note contains the word “system(” and remove it if present - this combination triggers the error
  3. Shorten the note if it’s very long, as there’s a character limit
  4. Ensure the note uses plain text throughout
  5. Save again

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Running into issues?

If your issue isn’t listed here, contact the Visualcare helpdesk.

Import CSV

How to import data using CSV files in Visualcare

Service management

Managing services and service codes in Visualcare

Bulk edit tools

Using bulk update tools to edit multiple records at once

Client expenses

Managing and importing client expense records