FAQ

I need to add a consultant to my SmartFeeds account, how can I give them access?

To grant a consultant access to your SmartFeeds account, you can easily set them up as a new client within the platform. Just follow these simple steps:

• Access the Client Form through this link 
• Choose "New Client" from the Category dropdown.
• Fill out the required information in the form, including details like the client's name, contact information, and any specific account settings.
• Double-check everything before submitting the form.
• Once submitted, the new client profile will be created and available within the Clients section of SmartFeeds within 24 hours.

Learn more about client management → 

I fixed the issue that was causing an alert on my import, but the alert is not disappearing. What should I do?

If an alert is still present even after you've addressed the initial problem, there might be another underlying issue. Sometimes, a field containing only comments can trigger an alert. Carefully review your data and settings to ensure everything is configured correctly. If the alert persists, don't hesitate to reach out to our support team is ready to assist you, you can contact us

Learn more about product flow alert → 

My product feeds are no longer updating automatically. How can I resolve this issue?

There are a few reasons why your product feeds might not be updating as expected. First, make sure the product flow is activated. The status of your flow should indicate "Active" to ensure SmartFeeds retrieves data from your files and forwards it to media platforms. It could also be that the client isn't uploading the file correctly to the server, the file hasn't been modified in the last 30 days (which triggers our cleaning policy), or there's an issue with the "mct api" channel component. Start by checking that the client is uploading the file properly and that the file is being updated regularly. If the problem continues, our support team is ready to assist you, you can contact us

I am having trouble connecting to the SFTP server. I am encountering authentication errors or my IP address is blocked. What can I do?

If you're experiencing authentication errors, first make sure you're using the correct SSH key and that the corresponding public key is properly set up on the server. If the issue persists, it's possible that the private key has been changed and you'll need to provide the updated public key to our support team. If your IP address is being blocked, check whether the IP address is originating from SmartFeeds or from another source. If it's not from SmartFeeds, it could be an unauthorized access attempt and you should consider blacklisting it.

I have an error in my formula or rule, especially a 'SAFE_DIVIDE' error. How can I correct it?

SAFE_DIVIDE errors typically pop up when a formula is trying to divide by zero. You'll need to pinpoint the formula causing the issue and fix it by either using the SAFE_DIVIDE function or ensuring the divisor isn't zero. Other errors can stem from incompatible data types, so double-check your data types and use conversion functions like SAFE_CAST if needed. If you're not comfortable working with advanced formulas, our user-friendly "Formula Editor" can help you optimize your feed without needing to write formulas directly. 

I end up with many more products than expected in my feed. Could this be due to a join problem? How can I check and correct this?

If you notice an unusually high number of products in your feed, it could indicate a join issue. Take a look at your join configurations and ensure that the join key you're using is unique. Our deduplication feature can help you remove any duplicate entries. 

Learn more about join →

I have a large product catalog and updates are slow. How can I optimize the performance of my feeds and reduce processing time?

To speed up your feed processing, try using CSV files, as they are generally faster to handle. The size of your catalog can also affect performance, so keeping an eye on your data volume is key. Additionally, the type of connection you're using can influence processing times.

I need to create filters to segment my products. How can I configure and modify them? What should I do if I have errors in my filters?

Creating and modifying filters is easy within the SmartFeeds interface. If you run into any errors with your filters, review the syntax of your rules and ensure that all the fields you're using actually exist. If you're not comfortable creating filters manually, our "Formula Editor" can simplify the process.

Learn more about filer →

I am having problems with special characters in my feeds, such as accents or HTML characters. How can I manage them correctly?

In Advanced Formula mode, you can manage special characters by escaping them using double quotes or escape characters. It is important to check the encoding of your files and make sure it is compatible with SmartFeeds.   

For the Formula Editor mode, you can enable an option to handle special characters easily

I have a specific question about SmartFeeds and I can't find the answer in the FAQ. Where can I get help?

If you have a question that isn't covered in this FAQ, our support team is ready to assist you, you can contact us