Troubleshooting: quickly find a solution

Go directly to the most common problems. Find the symptom that matches your situation, each solution is in 1-3 sentences.

Jump to your topic

Topic	Common symptoms
Importing	CSV fails, rows are skipped, field mapping is incorrect
Properties	XML feed not syncing, properties disappear, photos invisible
Communication	Emails are not sent, WhatsApp not arriving
Client Portal	Client cannot log in, client sees no properties
Deals & pipeline	Stage move blocked, deals invisible in board
General	Slow interface, missing features, data after migration

Tip

The table of contents on the right (On this page) shows all symptoms, click to jump directly.

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Importing

My CSV import fails completely

The file is not a valid CSV, is missing a header row, or is not UTF-8.

Solution:

1. The file must end with .csv
2. The first row must contain column headers (first_name, email, …)
3. Save it as UTF-8 CSV (in Excel: Save As → CSV UTF-8 (comma delimited))
4. Or: download the sample file from Tesoro and use it as a template

Some rows are skipped

Required fields are empty, invalid email format, or unknown value for type/status.

Solution: check the import log, each skipped row shows a specific error. Most common:

Error message	What it means
“First Name cannot be blank”	First name missing
“Email is not a valid email address”	Typo in email address
“Owner email not found”	owner_email refers to a team member that does not exist

Always run a test import first

After field mapping, the wizard automatically runs a preview, all rows are validated without saving any data. Review the import log, fix the CSV, and then start the final import.

The field mapping is incorrect after upload

Your column headers do not match Tesoro field names.

Solution: adjust the mapping manually in step 2 of the import process. Or use exactly the column names from the sample file for automatic mapping.

Multiple values in one field are not recognized

Fields like property_details.type only accept multiple values with commas as delimiter.

Solution:

• ✅ apartment, villa, townhouse
• ❌ apartment; villa; townhouse

Phone numbers are not saved correctly

Spaces are automatically removed, but parentheses and dashes cause issues.

Solution: use international E.164 format without special characters:

• ✅ +31612345678
• ❌ +31 (6) 1234-5678

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Properties

XML feed is not synchronizing

Feed URL unreachable, not valid Kyero format, or the import is not active.

Solution:

1. Open the feed URL in your browser to check availability
2. Verify that the XML is valid Kyero format
3. Go to Settings → XML Import and set the import to active
4. Click Trigger Manually to start manually and view any error messages

Properties disappear after XML sync

Tesoro can automatically mark properties that are no longer in the feed as deleted. This depends on the Remove Property Status setting in the XML import.

Solution: check that setting on the import page. There you can see which properties are marked for deletion before the actual deletion takes place.

Photos are not displayed

Image URLs in the feed are unreachable, too large, or in an unsupported format.

Solution: test the URLs directly in your browser. If the URLs are correct but photos do not load, contact the Tesoro team.

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Communication

Emails are not sent

Email integration incorrectly configured, invalid recipient address, or error in the template.

Solution:

1. Check Settings → Personal Settings → Email (your integration)
2. Verify the recipient’s email address
3. Send a test email to validate the configuration
4. Check your template for missing variables or typos

WhatsApp messages are not arriving

Phone number not in international format.

Solution: WhatsApp requires E.164 with country code. Update your contact’s phone number to +31612345678 format.

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Client Portal

Client cannot log in

No invitation received, password incorrect or expired, or portal access not activated.

Solution:

1. Open the client’s contact page, has an invitation been sent?
2. Send a new invitation or a password reset
3. Check if the client portal is activated in your subscription

Client sees no properties in the portal

No properties shared with this client, or the shared properties do not have the status Active.

Solution: open the contact page, check which properties are shared. Ensure those properties have the status Active (shared Drafts are invisible in the portal).

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Deals & pipeline

I cannot move a deal to a specific stage

A stage with Commits the property locks the property. Tesoro refuses that step if another deal has already claimed the same property, or if a Buy or Rent deal does not yet have a property on Approved.

Solution: read the message Tesoro displays, and see Setting Up Pipelines and Pipeline Stages.

Deals do not appear in the board view

You are looking at the wrong pipeline. At the top of the deal board, two choices determine which deals are visible: the BUYER / OWNER toggle and, next to it, the pipeline selector.

Solution: choose BUYER or OWNER and then the correct pipeline, or All pipelines to see all deals on that side per stage. See Pipeline Stages.

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General

The interface loads slowly

Slow connection, too many records loaded at once, or full browser cache.

Solution:

1. Test your internet connection
2. Use filters to make the overview smaller
3. Clear the browser cache and reload
4. Try a different browser (Chrome or Firefox)

I do not see all features from the documentation

Features may depend on your subscription or your user role.

Solution:

• Check Settings → Subscription
• Ask an administrator whether you have the right permissions
• An Employee sees less than an Admin

Data is missing after migration

Deleted records are often imported with is_deleted: true and are hidden by default. Or: active filters hide records.

Solution:

1. Turn on the Deleted records toggle (or similar in that overview) to also see deleted records
2. Clear all filters for a complete overview
3. Consult the Migration Verification Report that was delivered with the migration

Note

With a professional migration you always receive a Migration Pack with counts and ID verification. Use that report to check whether all records were migrated correctly. See Migration Overview.

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Still stuck?

Did not find the answer? Then contact the Tesoro team via the support option in the application.

All FAQ categoriesOther frequently asked questions, grouped by topic.

Getting StartedBasic guide for new users.