--- title: "Importing or Adjusting Your Customers’ Points" slug: "importing-or-adjusting-your-customers-points" tags: ["Loyalty and Referrals"] updated: 2026-06-09T13:30:04Z published: 2026-06-09T13:30:04Z canonical: "support.yotpo.com/importing-or-adjusting-your-customers-points" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.yotpo.com/llms.txt > Use this file to discover all available pages before exploring further. # Importing or Adjusting Your Customers’ Points Products Loyalty & Referrals ###### Supported plans Free, Pro, Premium, Enterprise ###### eCommerce Platform N/A ## Goals and Outcomes If you're migrating to Yotpo Loyalty & Referrals from another loyalty platform, you can import your customers' existing points balances to ensure a seamless transition and avoid disrupting their rewards experience. You can also use the points import tool to add or adjust points for multiple existing customers at once. In this article, you'll learn how to import or adjust points for existing customers in bulk. **Good to know:** - To adjust the points balance of a specific customer, see [Adjust a Customer's Points Balance](/v1/docs/adjusting-a-specific-customers-points-balance). - To import new customers that don’t already exist in your store, [contact customer support](/v1/docs/contacting-loyalty-referrals-support). - To import additional customer attributes such as Opt-in status, Points Spent, Birthday, etc., [contact customer support](/v1/docs/contacting-loyalty-referrals-support). - If you have a VIP or Loyalty Tiers program that’s based on a Points Earned entry threshold, [contact customer support](/v1/docs/contacting-loyalty-referrals-support). ## Getting Started To import points: 1. From your **Yotpo Loyalty admin**, go to **Customers**. 2. Click the **Import points** button in the upper right corner 3. Follow the **CSV upload** steps. ![Adjusting points - example](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/adjust-points-example.gif?sv=2026-02-06&spr=https&st=2026-10-31T09%3A47%3A07Z&se=2026-10-31T10%3A47%3A07Z&sr=c&sp=r&sig=mIf7s8LSCOFOD3I9elx76FAWGgZW13TLAJr3V%2FFzFSc%3D) **Note** - Importing or adjusting points updates both the **Current Points Balance** and **Total Points Earned** attributes in your customers' profiles. - You can only perform one import at a time. ### Step 1: Preparing Your CSV File To import customer points, you'll need to upload a CSV file containing customer email addresses and point values. [Download our sample CSV file](https://yotpo-swell-production.s3.amazonaws.com/sample-files/sample_file.csv). Tip You can export customer email and points data from your previous loyalty provider or from Yotpo Loyalty & Referrals, then copy the relevant information into the template. In the sample CSV file, add your customers’ email addresses under the **Emails** column, and their corresponding points under the **Points** column. ![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/b1c26367-8573-464d-a7ae-c743e2b25f4e.png?sv=2026-02-06&spr=https&st=2026-10-31T09%3A47%3A07Z&se=2026-10-31T10%3A47%3A07Z&sr=c&sp=r&sig=mIf7s8LSCOFOD3I9elx76FAWGgZW13TLAJr3V%2FFzFSc%3D) After completing the file, review the [File Guidelines section](/v1/docs/importing-or-adjusting-your-customers-points#file-guidelines) below to ensure your file meets all requirements. Once your file is ready, return to the Import Points page and click **Next**. ### Step 2: Uploading Your File 1. **Drag and drop** your CSV file into the upload area, or click **Select a file from your computer**. 2. Click **Upload file**. Note If you see the message **“We can’t use this file,”** it means that you need to fix the listed errors in your file to try to upload it again. Refer to our [File Guidelines](/v1/docs/importing-or-adjusting-your-customers-points#file-guidelines) for possible errors. ### Step 3: Importing Your Customers’ Points 1. In the **Reason for change** field, add a reason that your customers will see in their [rewards history](/v1/docs/) to clarify why they are seeing a change in their points. Tip We recommend entering a reason such as "Points adjustment" so customers understand why their points balance changed. 1. Confirm the email address that we will send your import results to. The email address connected to your account appears by default. You can change it to a different email address if you want. 2. Click **Import points**. 3. In the confirmation pop-up, click **Import.** Note Once an import is in progress, it cannot be canceled. After processing your file, we'll email you the import results. ## Next Steps Once the import is complete, you'll receive an email indicating whether the import was fully successful or only partially successful. To view any changes that were made: 1. Go to your **Yotpo Loyalty admin** > **Customers**. 2. Open a customer’s profile. 3. Review their **Current Points Balance** and **Total Points Earned** values. If you’re using an ESP integration, be sure to sync your ESP so that any new email flows you create will reflect an updated points balance. ESP integrations are available for Pro, Premium, and Enterprise plans. ### Partially Successful Import If some rows in your CSV file couldn't be processed, your import results email will include an error report. Note Customers whose points were imported successfully won't appear in the error report. To review successful imports, go to the Customers page. The error report will highlight the rows where errors occurred and describe what you need to do to correct them. To successfully import your remaining customers’ points: 1. From the import results email you received, click **Download the error report**. Note This is a secure link that will expire after 1 week. To download the error report after 1 week, [contact support](/v1/docs/). 1. Review the errors detailed in the first column for each of the failed rows, then make the necessary corrections. 2. Refer to our [file guidelines](/v1/docs/importing-or-adjusting-your-customers-points) for possible errors. 3. Once finished, delete the **Errors** column from the file. 4. Make sure email addresses are under column A (**Emails**) and points are under column B (**Points**) in your file. 5. Make sure to save the file in the CSV format. 6. Go back to the **Customers** page. 7. Click **Import points** to import your updated file. ## File Guidelines Follow these guidelines when completing your import CSV file: - Column headers should remain **Email** for column A, and **Points** for column B - Make sure each email address aligns with the correct number of points - Your file can’t exceed a limit of 25 MB - Your file must be saved in a CSV format - There is a limit of 500,000 customers per import. Should you have more than this, we recommend importing your customers’ points in batches by performing several imports one after the other. - We can only import points for customers who already exist in your store. We cannot import new customers. - Points will not be imported for customers who aren't [opted in](/v1/docs/loyalty-opt-in#ways-to-opt-in) to your loyalty program Follow these file guidelines when correcting your import CSV file to attempt importing again: - Correct any invalid email addresses - Fill in any empty **Points** or **Email** fields - Make sure you are using whole, positive numbers in the **Points** fields - Remove any customers who do not already exist in your store - Remove any customers who are not [opted in](/v1/docs/loyalty-opt-in#ways-to-opt-in) to your loyalty program - If prompted with a general error message, submit a support ticket to customer support using the error ID that was provided