If you encounter issues when submitting your order or uploading the sample information Excel file, please check the following common causes:

• Use the latest Excel template downloaded from our website. Older versions or locally saved templates may no longer be compatible with the ordering system.
• If you are submitting individual tubes, the worksheet containing the sample information must be named exactly "Tabelle 1".
• If you are submitting plates, the worksheet name can be chosen freely, but it must not be named "Tabelle 1".
• Verify that all sample barcode names exactly match the barcodes assigned during order creation.
• Please note that the barcode does not contain the letter "O". Wherever it may look like an "O", it is always the number "0" (zero).
• Do not add underscores, spaces, special characters, or make any other modifications to the barcode names.
• We recommend carefully comparing each barcode entered in the Excel file with the barcode provided on the website.
• If a position on a plate (for example, a well) does not contain a sample, do not enter "Empty" or any other text. The system will interpret this as a sample name and validation may fail. If no sample is present, simply leave the corresponding cell blank.

If the issue persists after these checks, please contact our Customer Support team and provide a screenshot of the error message as well as the Excel file used for the submission.