Problems matching units and leases
This article explains every message you can see while the wizard is matching the units in your file to real units at the property, and while it checks each row's lease against what already exists....
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This article explains every message you can see while the wizard is matching the units in your file to real units at the property, and while it checks each row's lease against what already exists. Most of these appear on the Units step or the Review step, and some appear later, after you commit, in the error report and the summary email. For the step-by-step walkthrough these messages belong to, see Matching units and choosing who pays and Uploading your fees and leases, step by step.
Matching your file's units to real units
The Units step exists because a unit number in your file, such as "304", is only text until it is matched to a real unit record at your property. When the wizard cannot be completely certain, it stops on that row and asks you to confirm it yourself.
"Resolve units"
What it means. This is the title of the Units step itself, shown together with "Exact matches are confirmed already. Anything below an exact match needs your confirmation before the import can continue."
Why it happened. You always see this heading when you reach the Units step.
What to do. Work through the rows described below it.
"3 rows need confirmation. 12 matched exactly. Confirm the suggested unit or pick a different one."
What it means. A running count of how many rows in your file still need a decision from you, and how many already matched perfectly on their own. Your own numbers will differ.
Why it happened. At least one row's unit label could not be matched to a real unit with total certainty.
What to do. Confirm the suggested unit, or pick a different one, for each flagged row.
"Looking for close matches..."
What it means. This is not a problem. It replaces the sentence above while the wizard is still searching for possible matches.
Why it happened. The matching search is briefly in progress.
What to do. Wait a moment. The banner updates once the search finishes.
"All 15 units resolved. Every CSV value matched an existing unit."
What it means. Every row in your file matched an existing unit exactly. Your own count will differ.
Why it happened. Shown whenever nothing on this step needs your attention.
What to do. Press Continue.
"No matching unit found"
What it means. Shown on a row where the wizard has nothing to suggest at all, not even a close guess.
Why it happened. Neither an exact match nor a close candidate exists among the property's real units for the value your file used.
What to do. Use the "Pick a different unit..." search field to choose the correct unit yourself, or press Skip this row.
"Unit 304?"
What it means. The question mark means this is only a suggestion. It has not been accepted yet, and nothing is saved until you act on it.
Why it happened. Your file's label was close to a real unit, for example "304-A", but not identical to it.
What to do. Press "Confirm Unit 304" if it is correct, or use the search field to pick a different unit instead.
A row on the Units step with no automatic suggestion, needing a manual pick.
| Row 21 (from file: "Bldg C, Unit 12") | Needs a pick |
No matching unit found
Pick a different unit...
Skip this row
"Needs a pick"
What it means. One of four tags shown on the right of every row. "Needs a pick" means no candidate at all was found for that row.
Why it happened. The other three tags you may see are "Exact match" (your file's label matched a real unit exactly, no action needed), "Confirmed by you" (you already pressed Confirm on a suggestion), and "NN% suggested" (an unconfirmed suggestion is waiting, the percentage shows how close it is). Only "NN% suggested" and "Needs a pick" ever require anything from you.
What to do. Search for and choose the correct unit, or skip the row.
"Nothing is saved until you confirm. A suggestion on its own never imports against a unit."
What it means. A guarantee that an automatic guess can never turn into a real fee against the wrong unit on its own.
Why it happened. Shown under the buttons on every row that still needs a decision.
What to do. Press Confirm, pick a unit, or skip the row, to make that row's decision final.
"Continue enables once every source unit is resolved"
What it means. Explains why the Continue button at the bottom of the wizard is greyed out.
Why it happened. At least one row in your file has not yet been matched, confirmed, or skipped.
What to do. Resolve or skip every remaining flagged row.
"Still need: Row 4 unit, Row 9 frozen billing account, ..."
What it means. A short list at the bottom of the wizard, naming exactly which rows are still blocking you and why. Your own list will name your own rows.
Why it happened. The step found specific named items still outstanding: an unresolved unit, a frozen billing account still needing a decision, or another named blocker.
What to do. Handle each named row in turn. The list gets shorter as you resolve them.
"Could not save the resolution"
What it means. Your Confirm or pick action on a row did not save.
Why it happened. The save request for that row's unit match failed.
What to do. Press Confirm, or choose the unit again.
"Could not skip the row"
What it means. Your Skip action on a row did not save.
Why it happened. The save request for the skipped-row list failed.
What to do. Press Skip this row again.
"Could not load property context"
What it means. The Units step could not load information it needs about your property.
Why it happened. One of the property's units, billing accounts, or transfers could not be read from the server.
What to do. Reload the import.
A unit that is not available for import right now
Two situations stop a unit from taking a new lease through this wizard, even when its label matches perfectly. Neither is something you did wrong on the file.
A frozen billing account is one that staff have deliberately locked from taking any further charges, usually while a dispute or another issue on that account is being sorted out separately. It never happens by itself, and it is not a fault on the resident's part.
An open transfer means the unit already has an ownership or occupancy change under way that has not finished yet. Adding a new lease on top of that change while it is still in progress could conflict with it, so the wizard leaves those rows out rather than guessing.
"Unit 12 has a frozen billing account"
What it means. This unit's billing account has been locked from taking new charges, and importing a lease here would bill against that locked account.
Why it happened. Staff at the property locked this account on purpose, for a reason unrelated to your import.
What to do. Press "Confirm and import anyway" if you want the lease created regardless, or press "Skip this row" to leave it out and handle that unit separately.
"3 rows target a unit with an open transfer and will be skipped when you commit."
What it means. A heads-up, shown on the Units step, that some of your rows point at units that are mid-transfer and will not import. Your own count will differ.
Why it happened. Those units have a scheduled ownership or occupancy transfer that has not finished.
What to do. No choice is offered here. If you want those rows included, finish or cancel the transfer outside this wizard first, then upload those rows again in a later batch.
"Open transfer on this unit"
What it means. A read-only tag confirming the same open-transfer condition on an individual row.
Why it happened. Same as above.
What to do. Nothing here. Deal with the transfer outside the importer.
"2 rows will be skipped: unit has an open transfer."
What it means. The same warning restated on the Review step, just before you commit. Your own count will differ.
Why it happened. The condition is unchanged since the Units step.
What to do. Same as above.
"An open scheduled transfer blocks this unit"
What it means. Shown in the Issue column of the Review table for an affected row.
Why it happened. Same condition.
What to do. Same as above.
"This unit has a scheduled transfer that is still open, so the row was skipped and the transfer was left untouched."
What it means. Confirms, after commit, that this row did not import, and that the transfer itself was not changed by the attempt.
Why it happened. The commit step checked again and found the same open transfer still in place.
What to do. Resolve the transfer outside this wizard, then retry the row, or upload it again in a new batch.
This unit already has an active lease
This is the most common situation you will meet on the Review step, and the one with the most riding on it, because it decides whether an existing resident's fee changes or stays exactly as it is. When a row's unit already has an active lease, the row is held as a collision, and you choose between two options: Update or Refuse.
When several units already have an active lease, the Review step offers Apply to all with Update or Refuse. Answer once for all of them, then change any single row.
"Row 8: Unit 304 already has an active lease"
What it means. The heading around the Update and Refuse buttons for this row, naming exactly which row and which unit are in collision.
Why it happened. This row's unit already has a lease marked active.
What to do. Choose Update or Refuse.
The Update and Refuse choice on a row whose unit already has an active lease.
Row 8: Unit 304 already has an active lease
Changes the monthly fee from $450.00 to $475.00 from November 1, 2026. Resident, dates, and past invoices are unchanged.
Update
Refuse
"Changes the monthly fee from $450.00 to $475.00 from November 1, 2026. Resident, dates, and past invoices are unchanged."
What it means. Shown once you choose Update, this spells out exactly what will happen. Only the fee amount changes, and only from the date named. Everything else about the existing lease, who the resident is, when the lease started or ends, and any invoices already sent, stays exactly as it was. Your own row will show the real amounts and date.
Why it happened. You chose Update on a row whose unit already has an active lease.
What to do. Nothing further, if this is the outcome you want. The choice is recorded as soon as you see this text.
"Refused lease update, row will be skipped. The current active lease stays exactly as it is."
What it means. Shown once you choose Refuse. This row will not import at all, and the unit's existing lease is left completely untouched, not just its amount, everything about it.
Why it happened. You chose Refuse on a row whose unit already has an active lease.
What to do. Nothing. This is the expected result of choosing Refuse.
"Active lease will be updated"
What it means. A short confirmation, shown after the fact, that Update was chosen and this row's collision is considered resolved.
Why it happened. You pressed Update.
What to do. Nothing further.
"Continue enables once every collision has a choice and every error row is skipped"
What it means. Explains why Continue is greyed out on the Review step.
Why it happened. At least one collision row has no Update or Refuse choice yet, or at least one error row has not been ticked to skip.
What to do. Choose Update or Refuse on every collision row, and tick the checkbox to skip every remaining error row.
"Committing creates this lease when no active lease exists."
What it means. A reminder of the ordinary case: when a row's unit has no active lease at all, committing simply creates one. No choice is needed for those rows.
Why it happened. Always shown on the Review step, whether or not any particular row is a collision.
What to do. Informational; no action needed.
Rows that were skipped or failed for other reasons
These messages cover technical or data problems on individual rows that do not fit the situations above. Most appear in the Review table's Issue column, or later, in the downloaded error report and the summary email sent after commit.
"The unit for this row was never confirmed, so no lease was created."
What it means. This row reached the final commit step without a confirmed unit on record.
Why it happened. On the Units step, this row was never matched, confirmed, or skipped before the batch was committed.
What to do. Reopen the batch, confirm the unit for this row on the Units step, then retry the failed row.
"The resolved unit does not belong to this property, so the row was skipped."
What it means. The unit chosen for this row turned out to belong to a different property than the one you are importing into.
Why it happened. A safeguard caught a unit match pointing outside this property.
What to do. Reopen the batch and pick a unit that belongs to this property instead.
"One or more units do not belong to this property."
What it means. The same safeguard, triggered while a unit match was being saved rather than at commit.
Why it happened. Same as above.
What to do. Re-pick the affected unit or units.
"Failed to verify unit ownership"
What it means. The check that confirms a unit really belongs to this property could not run.
Why it happened. The ownership check failed on the server.
What to do. Try again.
"Another import was creating a lease for this unit at the same time, so the row was skipped."
What it means. Two imports tried to create a lease on the same unit at the same moment, and only one could succeed.
Why it happened. URBI only ever allows one active lease per unit, and a genuine collision happened between two imports running at once.
What to do. Retry the failed row. It will succeed once the other import has finished.
"Could not create the lease"
What it means. The lease for this row could not be created, for a reason not covered by the messages above.
Why it happened. The message you see may include more detail after a colon, naming the exact reason.
What to do. Read the full reason shown, correct the underlying issue if you can, and retry the row.
"Could not check for an open transfer on this unit"
What it means. A check the commit step needed to run on this row did not finish.
Why it happened. You may also see "Could not read the billing accounts for this unit" or "Could not read the active lease", depending on which read failed partway through the row.
What to do. Retry the failed row.
"Duplicate unit"
What it means. Shown in the Issue column when this row's unit appears more than once in a way the wizard flags as a duplicate.
Why it happened. The stored reason for this row's failure names a duplicate.
What to do. Remove the duplicate row from your source file and upload it again.
"Billing account belongs to another unit"
What it means. Shown in the Issue column when this row's billing account already belongs to a different unit.
Why it happened. The stored reason for this row's failure names this exact conflict.
What to do. Fix the payer or the unit on that row so the billing account lines up correctly, then upload it again.
"Row failed validation"
What it means. A general fallback message, shown when a row failed for a reason that does not match any of the more specific messages in this article.
Why it happened. The row's stored error detail did not match a known phrasing.
What to do. Download the full error report to read the exact reason recorded for this row.
"Could not load the review context"
What it means. The Review step could not load information it needs.
Why it happened. Leases, units, or transfer information could not be read from the server.
What to do. Reload the import.
"Could not save the choice"
What it means. Your Update or Refuse choice on a collision row did not save.
Why it happened. The save request failed.
What to do. Press Update or Refuse again.
"Could not update the skipped rows"
What it means. Ticking the checkbox to skip error rows did not save.
Why it happened. The save request for the skipped-row list failed.
What to do. Tick the checkbox again.
"Could not resume condo fee activation: The active lease belongs to a different import row"
What it means. A row that was picking up a paused fee activation, either a resumed row or one where you chose Update, could not finish.
Why it happened. You may also see "could not apply the approved fee update" for the same family of failure, with different detail about what exactly went wrong.
What to do. Retry the failed row.
"The created lease awaiting its accounting audit could not be found."
What it means. The lease itself was created successfully, but a follow-up accounting check that expected to find it could not.
Why it happened. An internal follow-up step could not locate the lease it had just created.
What to do. Retry the failed row.