Troubleshooting Roadmaps Self-Setup for Admins

If your school or district is using Clever Secure Sync for user management, this article isn't relevant to you!

Are our error messages not helping point you to the problem?

Here are some things to know that might help you fix the issues you're running into.

🤷 Trouble adding any staff members at all...

This is likely because you do not have the permissions to do so. If you cannot see the "Admin" tab in the header navigation bar, this confirms that you do not have permission. Generally, only District Admins have this capability so you'll need to reach out to your District Admin to change your User Type and/or to get other staff members added. If you're not sure who at your school or district to contact, you can always reach out to us and we can assist.


You can find more information about User Types here.


🤷 Trouble with bulk uploading...

Everything is case sensitive

We mean it. This includes Column Names, User Roles, and School Names.

It’s best if you copy and paste the options we give you directly so you can make sure the capitalization is exactly right.

For example, specifying a User Role as "district admin" instead of "District Admin" will give you an error.


You have to upload a plain old .csv file. None of the other varieties of .csvs will work

If you keep getting an error about your column headers and you know they're right, this could very well be the issue.

✅ File type that WILL work:

  • Comma Separated Values (.csv)

🚫 File types that WON'T work:

  • CSV UTF-8 (Comma delimited) (.csv)
  • Macintosh Comma Separated (.csv)
  • MS-DOS Comma Separated (.csv)
  • etc.


This shouldn't be painful. If you're still having trouble, please reach out to us using the Help Center button in the bottom right. We're here to help!

Related Articles