When uploading a user sync file to Firstup, the file must exactly match the user profile template configured for your program. This includes having the same columns, in the same order, as the template set up by Firstup.

If the file contains the wrong number of columns for any rows, the upload will fail with an error indicating a column count mismatch.

What the Error Means

You may see an error message similar to:

“Line 2 has incorrect number of columns. It should be X columns.”

This error means that the uploaded file contains more or fewer columns than the template Firstup is expecting.

The system validates every row against the configured template, starting at line 2 (the first data row). If the column count doesn’t match exactly for every row, processing stops to prevent incorrect data mapping.

This issue most commonly occurs when:

• A column is added to the source file (for example, in your HR system) or duplicated

• A column is removed

• A structural change is made to the file but not communicated to Firstup’s Services team

Example

If your current template does not include a Manager field, but your uploaded file adds a Manager column, the system will detect a column count mismatch and the upload will fail.

Note on Column Order

Firstup maps user attributes based on column position, not column headers.

Reordering columns does not usually cause an incorrect number of columns error, but it can result in data being processed against the wrong attributes or trigger other validation errors. For this reason, column order should not be changed unless the template is updated.

How to Resolve the Error

Step 1: Verify Your Template

If you’re unsure which columns should be included:

• Submit a ticket to Support

• Support can provide a copy of your current user profile template

• Compare your uploaded file to the template

Step 2: Update the File

Ensure that:

• The file has the same number of columns as the template

• No extra columns have been added or duplicated

• No required columns have been removed

Once corrected, re-upload the file.

If You Need to Change the Columns

If the column change is intentional:

• Do not continue uploading the modified file

• Contact your Customer Success Manager (ideally in advance)

• They will work with Firstup’s Services team to update the program configuration as needed

After the template is updated, uploads using the new structure will succeed.

Key Takeaways

• “Incorrect number of columns” errors are caused by mismatches between the file and the configured template

• Issues may stem from uncommunicated HR system changes

• Support can provide your current template for comparison

• Intentional column changes must be coordinated through Customer Success