Importing crew via CSV is the quickest way to get everyone set up, but it's easy to run into problems if the file isn't formatted correctly. You'll find the Import CSV button at the top of the Crew page. Here's how to solve the most common issues.
File Format
⚠️ Important: ReelCount only imports files in .CSV format. Excel files (.XLS or .XLSX) won't import correctly — export them as CSV first.
Your file must also have a header row (column titles in the first row). If it doesn't, you'll see a "No headers found" error.
How the Import Works
After you choose a file, ReelCount shows a mapping screen where you match your CSV's columns to ReelCount's fields. Your column headings can be named anything — you just tell ReelCount which column is which.
- Required fields: Name, Job title, Email, Unit, Department.
- Optional fields: Photo URL.
Common Issues and Fixes
1. Duplicate Departments
If you notice duplicate departments (e.g. Production and Production Team), it's usually caused by inconsistent spelling. 👉 Double-check your CSV before uploading and keep department names consistent. Small differences in capitalisation (e.g. production vs Production) are matched automatically, but different wordings create separate departments.
2. Missing Columns
👉 Review the column mapping carefully before confirming. If a required field isn't mapped, the import won't run until you fix it.
3. Rows That Don't Import
Rows missing any required detail are skipped quietly — including names without both a first and last name. 👉 After importing, compare your crew count against your spreadsheet, and make sure every row has a full name, job title, email, unit, and department.
4. Wrong Email Addresses
If passes don't send after import, the email address in your CSV may have a typo. 👉 Always double-check spelling before uploading — emails are essential for sending passes. If you spot a typo afterwards, correct the crew member's email and use Share Pass (in Setup → Pass Settings) to send their pass again.
Passes and Your Plan's Pass Limit
If Autosend passes when adding crew is switched on (in Setup → Pass Settings), every imported crew member is emailed their pass automatically.
If your plan has a pass limit and the import would go over it, the extra crew members are still imported, but without an issued pass — you'll see a warning telling you how many were left unsent. Revoke a pass or upgrade your plan, then share their passes from Setup → Pass Settings.
Best Practice
- Start from the CSV template when you can — it already has the recommended columns.
- Keep units simple — adding Core and Dailies makes scheduling easier later.
- Always preview the mapping screen before confirming an upload.
And that's it — with a clean CSV, you'll save time and avoid messy corrections later.