Why can’t I upload my bulk CSV/Excel file for WhatsApp campaigns in Heyo?

Why can’t I upload my bulk CSV/Excel file for WhatsApp campaigns in Heyo?

⚡Quick answer -

Heyo accepts only two file formats—CSV or Excel—with exactly two columns: name and contacts. If the file structure or extension differs, the platform will reject the upload.



1. Accepted file specifications

Requirement

Description

File type

Generally, there are two kinds of file formats … csv or excel file.

Columns

You have to have just two columns, which are name and contacts.

The Heyo system automatically fetches those two fields and pushes the campaign to the listed customers.



2. Common upload errors & quick checks

Symptom

Likely cause

Action

File not accepted/greyed out

Wrong extension (e.g., .xlsm, .txt)

Save as .csv or standard .xlsx

Upload succeeds but list is empty

Extra columns (city, email, etc.)

Remove extra columns; keep only name and contacts

Continuous spinner or “unsupported file” popup

Corrupted file or delimiter mismatch

Re-export from Excel/Sheets as UTF-8 CSV



3. Troubleshooting steps

  1. Confirm the file has only the name and contacts columns.
  2. Re-save the sheet as a fresh .csv (comma-separated) or .xlsx.
  3. Retry the upload in Heyo Bulk Campaigns.
  4. Still failing? Move to Escalation & Support.


4. Escalation & support timeline

If a particular kind of file is not being supported, we suggest connecting with the Heyo support team on a priority basis to help you out.

Channel

How to reach

SLA

In-app chat (fastest)

Heyo app → Settings → Chat Support

Real-time

Email

connect@heyophone.com

24–48 h resolution window

We apologise for the inconvenience and appreciate you bringing this to our attention. Our support team will stay in touch with you throughout this process.