Troubleshooting

SKU upload

Fixes for the problems that come up when uploading and categorizing your product catalog.

For how the upload itself works and what each eligibility status means, see Products and SKUs.

Product showing as ineligible at checkout

Cause: The product hasn’t been reviewed yet, or your latest catalog hasn’t been uploaded. Products Truemed hasn’t seen default to ineligible.

Fix:

  1. Upload your full product list to the Truemed dashboard
  2. Wait 1–2 business days for review
  3. Check the Products tab for the updated status

CSV upload failing

Cause: Format mismatch or missing required fields.

Fix:

  • Shopify merchants: use the standard Shopify CSV export, not a custom format
  • Other platforms: your CSV needs a Variant SKU column, plus Title and Handle. See the full column reference
  • Verify no Variant SKU fields are blank — those rows are skipped
  • If it still fails, email the CSV and your business name to merchants@truemed.com

How to check for missing SKUs in Shopify

  1. Go to Products in your Shopify Admin
  2. Open a product and scroll to the Variants section
  3. Confirm each variant has a value in the SKU field
  4. Add a SKU to any blanks and save before exporting

Products stuck in “awaiting review”

Cause: High submission volume or missing product details.

Fix: Allow 1–2 business days for standard processing. If it’s been longer, contact merchants@truemed.com with your business name.

Pre-approved products not being ingested (Shopify)

Cause: Pre-approved merchants must have GTINs (barcodes) on all product variants. Items without them can’t be ingested.

Fix: Add GTINs to all variants in Shopify before exporting, and allow an additional 1–2 days for processing.

Fewer products than expected after upload

Cause: Usually a filter problem in the export. Rows without a variant SKU are skipped, and selecting “All products” instead of the option matching your Active filter pulls in drafts and archived items that then crowd the list.

Fix: Re-export with the Active filter applied and a SKU on every variant. See Products and SKUs.

FAQs

Can I upload in a format other than CSV? CSV is the standard format. If you can’t produce one, contact merchants@truemed.com with details about your platform.

Do I need to filter my product list before uploading? Filter to active products only. Do not filter by product type: samples, gift cards, bundles, and branded merch all need categorizing, because anything that can appear on a customer receipt has to be classified.

How often should I re-upload? At minimum once per quarter, and whenever you add new products.

Can staff members upload SKUs, or only the account owner? Both Owners and Staff can upload, view, and download SKU data.

Can I manually tag products as HSA/FSA eligible in Shopify? No. Eligibility must be verified and assigned by Truemed’s compliance team. Tagging alone does not enable HSA/FSA checkout.

How long does review take? Typically 1–2 business days. Pre-approved products with missing GTINs may take an additional 1–2 days.

What if I have thousands of products? The upload system handles large catalogs. If a very large file gives you trouble, contact merchants@truemed.com.

Need help?