Rate card import errors

A refused file changes nothing: the rate card in force stays as it was.

Zones or weight bands file missing

Upload the postcode zones file

Cause. The column mapper needs both the postcode zones file and the weight bands file (the message may name either).

Fix. Choose a file for Postcode zones and Weight bands. For one workbook, choose it for both and pick each sheet on the next step. With no postcode list from the carrier, use the standard Forensik rate card.

When to contact support. If both were chosen and the message stays, contact support.

Date not recognised

The effective-from date "the date you entered" is not a date (e.g. 2026-10-01 or 01/10/2026)

Cause. The effective date could not be read. Dates are YYYY-MM-DD or DD/MM/YYYY.

Fix. Use the date picker, or correct the date in the file, and try again.

When to contact support. If a correct date is refused, contact support.

A rate row is not valid

Weight bands, row number: per-kg rate "the value" is not dollars per kg (up to 6 decimals)

Cause. A row cannot be read: a backwards postcode range, a postcode that is not 4 digits, an amount that is not dollars, or a band naming a zone missing from the zones file. One bad row stops the import.

Fix. Correct each listed row, check the column mapping, and upload again. Amounts are dollars ex GST, such as 8.50.

When to contact support. If a row looks right and is still refused, contact support.

Standard rate card has problems

Forensik standard rate card: number problem(s), nothing was imported.

Cause. Any problem refuses the whole card. The message lists each sheet and row: a missing sheet or column, a bad value, an unknown service, GST-inclusive amounts, a currency other than AUD, or no effective date.

Fix. Correct each row, add missing services under Carriers and rates, and fill in Effective from on the Card sheet or on upload. Save as .xlsx or CSV, not .xls.

When to contact support. If a card laid out like the example is still refused, contact support.

PDF cannot be read

The PDF has no text to read (it may be a scan). Ask the carrier for the PDF rate card or a CSV export.

Cause. The file is a scan, is password protected, is not really a PDF, or is damaged.

Fix. Upload the PDF as the carrier's system produced it, an unprotected copy, or an Excel or CSV export.

When to contact support. If the carrier's original PDF is refused, contact support.

Rate card reader not available

The Rate Card Agent is switched off for your organisation. Switch it on under Settings, AI, then upload again.

Cause. No template could read the file, and AI reading is switched off or not on your plan (it is on Growth and above).

Fix. A Master Admin can switch the agent on under Settings, AI agents. On Starter, use Import a rate card or the standard card. If a carrier template fits, choose one service, not every service.

When to contact support. If the agent is on and your plan includes it, contact support.

Reader found no rates or services

The reader found no rates in the document.

Cause. No rates were found, or none of the document's services matches one of this carrier's services in Forensik.

Fix. Check you uploaded the rate card itself. Add the services under Carriers and rates with the codes the carrier prints, or choose one service, and read it again.

When to contact support. If the document clearly holds rates for a service you set up, contact support.

Fuel notice has no percentage or date

The notice does not print a fuel levy percentage, so no draft was made.

Cause. The notice gave no usable percentage, or no effective date. A rate card with no date is refused the same way.

Fix. Enter Effective from and read it again, or add the version with New version on the Fuel levies page.

When to contact support. If the notice shows both and is refused, contact support.