Fixing Upload Errors

When a product in an upload fails, merchi.ai shows a short message and a suggested fix in your notification and on the Runs page. This guide explains the messages you are most likely to see, how to check them, and what to change before you upload again.

Each failed item also shows a reference, which looks like run_ followed by a string of letters and numbers. If you contact support, include that reference along with the file name and the product ID.

This link opens a web page, not an image

The address in your file points to a product page, not to an image file. The page loads in a browser, but merchi.ai needs the image itself.

Open the link in your browser.
Right-click the product photo and choose Copy image address (the wording varies by browser).
Replace the link in your file with the copied address. It usually ends in .jpg, .png or .webp.
Upload the corrected rows again.

If you want merchi.ai to read a product page and find the images for you, use the spreadsheet scrape import instead of an image link column. See Spreadsheet (scrape).

The image server rejected the request (HTTP 400)

The supplier’s server refused the link. The address is usually incomplete, mistyped, or no longer valid.

Copy the link into a private browser window.
If the image does not appear, ask the supplier for a current image link.
Replace the link and upload the product again.

The image server refused access

The server returned HTTP 401 or 403. The image needs a login, or the site blocks downloads that do not come from a normal browser visit.

Open the link in a private browser window, where you are not signed in.
If the image does not appear, the link is not public. Ask the supplier for a public image link, or download the image and upload it directly.
If the image appears for you but the upload still fails, the site is blocking automated downloads. Upload the image file directly.

The image no longer exists at this link

The server returned HTTP 404 or 410. The file has been moved, renamed, or deleted.

Open the link in a browser to confirm it does not load.
Ask the supplier for the current link, or find the image on the product page and copy the image address.
Update your file and upload the product again.

The image server returned an error

The server returned HTTP 500 or a similar error. This is usually temporary and on the supplier’s side.

Wait a short while and open the link in a browser.
If the image loads, upload the product again.
If it still fails, contact the supplier that hosts the image.

The link returned an empty file instead of an image

The server responded, but sent a few bytes instead of an image. This is usually an error or redirect page.

Open the link in a browser and check that the image itself appears.
If you see a page, an error, or a login screen, replace the link with the direct image address.

The image could not be downloaded

Both download attempts failed, and the server did not give a reason. Common causes are a domain that does not exist, a connection that dropped, or a host that blocks automated downloads.

Open the link in a browser.
If it does not load, check the domain for typos and ask the supplier for a working link.
If it loads for you, the host is likely blocking automated downloads. Download the image and upload the file directly.

Unsupported image format

The file is an image, but not in a format merchi.ai can read. Use JPEG, PNG, WebP, or GIF.

If the message appears for a link you expected to be a normal photo, open the link first. A product page produces a different message (“This link opens a web page, not an image”). This message means the file itself is in an unsupported format, such as SVG or HEIC. Re-save it as JPEG or PNG.

Two related messages:

Could not process image: the file is damaged. Re-export it from the original and try again.
Image file is too large: reduce it to under 10 MB.

This website blocks automated access

The site uses bot protection that merchi.ai could not pass, so the page could not be read.

Upload the product images directly, or use a product page on a site that allows access.

No product images found

The link points to a category, search, or listing page rather than a single product. These pages do not contain one product’s images.

Use the address of a single product page. In a spreadsheet scrape import, each row should be one product.

A related message, Product images were found but could not be downloaded, means the page listed images but they are protected or need a login. Upload the images directly.

Insufficient credits

Your account does not have enough credits to process the remaining products.

Check the credit counter, add credits or upgrade your plan under Settings → Billing, then upload the products that were not processed. See Billing and plans.

An unexpected error occurred

The failure did not match a known cause. The product was not processed, and retrying the same file will usually fail the same way.

Contact support@merchi.ai and include:

the reference shown with the error (it starts with run_)
the file name you uploaded
the product ID
what you expected to happen

Support can find the failure from that reference.

Still stuck?

If your message is not listed here, or the suggested fix does not work, email support@merchi.ai with the reference, the file name, and the product ID.