If you upload a CSV file and CoinTracker cannot read it, you will see a message that our team is on it. CoinTracker automatically fixes and re-imports your file in the background, so your wallet shows as syncing. No action is needed while this happens.
What does this message mean?
When you upload a CSV file and CoinTracker cannot read it as-is, CoinTracker automatically works to fix the formatting and finish importing your transactions. You will see:
We couldn't import this file. Our team is on it. We'll finish importing your transactions automatically once it's fixed. No action needed.
No action is needed on your end. CoinTracker handles the fix for you.
Why does my wallet show as syncing?
Your wallet stays in a syncing state while CoinTracker repairs and re-imports your file in the background. Once it finishes, your transactions appear and the syncing state clears. This can take up to 7 days. If your file is not imported by then, you will see:
If your file isn't imported within 7 days, please try again.
What if I upload another file?
Only your most recent file is re-imported. If you upload a new file for the same wallet, it replaces the one that was pending. Upload the corrected version rather than adding to it.
What if my file cannot be fixed?
If your file still cannot be imported after 7 days, you will see a message that it failed to import, so your wallet is not left empty with no explanation. You then have a few options:
- Upload a corrected file for the wallet.
- Convert your data to CoinTracker's own CSV format. See Convert your transaction history to CoinTracker CSV and How to troubleshoot CoinTracker CSV imports.
- Delete the wallet if you no longer want to import it.
If you run into any issues, please don't hesitate to reach out to our support team for help.