Most imports just work. When one doesn't, it's usually one of three things: a stop geocoded to the wrong spot, a file got rejected, or a photo import missed some stops. Here's the fix for each.

A stop landed on the wrong pin

Geocoding turns text into a map location, and occasionally it guesses wrong — an ambiguous address, a new building, a typo. The fix is to correct the coordinates directly:

Open the stop
You'll spot it on the map — the pin sits somewhere that doesn't match the address.
Fix the address or coordinates
Correct the address text, or drag the pin / set exact coordinates to the right spot.
Let the Address Book remember it
If this is a customer you'll see again, fix it in the Team Address Book with Autosync on — every future import of that address reuses the corrected pin and skips geocoding, so it never lands wrong again.

A stop's edit sheet next to the map pin — drag and drop the pin to change the address

A file was rejected

Uploads have limits and expectations. If a file won't import, check:

Format — CSV, XLS, or XLSX only. Export from your spreadsheet tool if it's something else.
Size — up to 10 MB per file, 25 MB total.
Empty file — Routerra rejects a file with no rows: "Uploaded file is empty. Please upload file with some content."
Row / character limits — very large lists may exceed your plan's stop limit; address lines cap at 255 characters.
Column mismatch — if columns aren't picked up, press Download Template in the Upload File dialog and match its shape. You can also add an AI Prompt hint to tell Routerra where extra data lives ("phone numbers are in column F").

Full import details are in Import stops.

A photo import missed stops

Photo (image) import reads a picture of your manifest with AI — quality depends on the source image. If stops are missing or garbled:

Improve the photo — good lighting, flat page, no glare, text in focus.
Add an AI Prompt hint — tell it what to look for and where.
Always check the extracted list against the original before importing — especially apartment numbers and unit suffixes.

Still stuck?

If an import keeps failing and the file looks fine, send it our way at [email protected] and we'll take a look.

What's next

Import stops — every import method in detail
The Team Address Book — making a pin fix permanent