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Altria File is Missing
Altria File is Missing

This article outlines how to get help addressing the 'Missing File Notice' error from Altria

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Written by Skupos Support
Updated over a week ago

Example email from Altria

Why would I receive this error?

Reason

Solution

  • The store became disconnected from the Skupos Sync application, and we were not able to pull transaction logs.

  • Since the store was disconnected, your file will remain unsubmitted until we can pull the missing data.

  • To make sure you are always connected to Sync, click here

How do I fix this?

  1. Log in to your Skupos Dashboard

  2. Check Connection Status

    • If your store is disconnected, we are unable to access transaction data and this is the most likely reason you are missing files.

      • Click here for tips on how to reconnect!

In the example below, this store is not live in (5) of their stores for scan data or (3) of their stores for scan data. Meaning none of their sites are online.

A screenshot of a computer Description automatically generated

In the example below, this store is live in (21) of their (22) stores for scan data/Engage. Meaning (1) of this retailer’s stores is offline.

A screenshot of a computer Description automatically generated

3. Check Scan Data Submission

  • Log into your Skupos dashboard

  • Go to the top of the menu and click, “Scan Data”

  • Scroll to the particular file in question.

  • If the status is in green and says, “Submitted” it has been submitted and you do not need to do anything.

  • If it is yellow and says “Pending”, for the most recent week it means we are working on getting it submitted for the week before the deadline. We recommend you check back the next day to see the updated submitted status.

    • Altria Deadline: Tuesday after the file week-ending date by 5pm EST.

    • For example, a scan data file for the week of May 5th – May 11th, 2024 would be submitted by 5 pm EST on Tuesday, May 14th ​

💡Tip! Please note that we work up until the file deadline to submit all files. A file is not considered late or missing until after that deadline.

4. If it is past your file deadline and your Status says, “Not Submitted”,

Frequently Asked Questions

If I already missed my file deadline, why do I need to check my Connection Status?

  • If Skupos Sync isn’t connected it will impact future payments, as you always need to be connected to receive monthly payments.

    • Why? If you aren’t connected Skupos doesn’t receive the data we need to provide Altria on behalf of your store(s).

How do I know what the statuses mean in my Skupos dashboard?

  • Click here to learn what the statuses mean

How do I know if my Altria weekly report was submitted?

  • Log into your Skupos dashboard and go to the top “Scan Data” data.

  • If your report has been submitted, you will see a green submitted button in the status column

What does it mean if your Altria file is missing?

  • The deadline to submit files is 5pm EST on Tuesday.

  • If your file is still missing on Thursday, it is likely that your Skupos Sync software is disconnected, and we are unable to retrieve the file

How do I know which week(s) this error was present? 

  • Altria sends an email each week where a file has error(s). 

  • See affected week-ending dates listed under “Issue Log”

How do I know the impacted store? 

  • You will see the impacted account name(s) and account number(s) listed under “Issue Log”  

Why did this happen to my file?   

  • The store became disconnected from the Skupos Sync application, and we were not able to pull transaction logs.

How can I prevent this error in the future? 

  • Make sure you are always connected to Skupos Sync.

  • Click here for tips on how to stay connected to Skupos Sync!

  • We recommend checking your dashboard once a week.

    • Want to switch to Cloud Sync? Click here to learn how!

How else can I find the error?

  • Each email from Altria will include a keyword indicating the product experiencing the error.

    • Log into Insights C3M

    • Select Scan File Manager

    • Select Submitted File Status (View Submitted Files)

    • Click on the Processing Errors icon for the week in question

How do I know which products are having the error? 

  • Each email from Altria will include a keyword indicating the product experiencing the error. 

    • Company: PMUSA (Cigarettes) 

      • Products: Marlboro  

      • LFP Promotion Code: 028200197214 

    • Company: USSTC (Smokeless Tobacco) 

      • Products: Copenhagen, Skoal, Red Seal, Husky  

      • LFP Promotion Code: 073100070013 

    • Company: Helix (Nicotine Pouches) 

      • Products: On!  

      • LFP Promotion Code: 840095781008 

    • Company: NJOY (Vaping Devices) 

      • Products: NJOY 

      • LFP Promotion Code: 819979012613 (Pods discounts), 819979012620 (Device discounts) 

    • Company: JMC  

      • Products: Black and Mild 

      • LFP Promotion Code: 07013783840 

  • For example, in this screenshot you can see the first error (green box) is from Marlboro Cigarettes and the second error (purple box) is from Black and Mild. 

A screenshot of a computer screen Description automatically generated

What email address sends Altria email notifications for a rejected file?

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