Rosters Not Importing – Information Required for Support

CrewLounge offers two primary methods for importing your flight rosters:

1. Online Interface
   This method connects directly to your airline's system for automatic synchronization.

2. File Interface (Manual Import)
   This method requires you to manually upload a roster file, typically downloaded from your airline’s portal.

For a detailed walkthrough, please refer to this official support article: https://support.crewlounge.aero/support/solutions/articles/24000033763-how-to-download-your-flights-pilotlog

(Note: The same steps apply to CrewLounge CONNECT.)

Troubleshooting Roster Import Issues

If your rosters aren't importing correctly, please review the following common scenarios and solutions:

1. Issue Accessing the Import URL

If you encounter issues at the URL page (as shown in the screenshot below):

• Can you access the URL in an external browser, but not through the CrewLounge app?
  → If yes, please share the full URL with us. This may be an app-related issue we can investigate.

• If the URL does not work in your browser either, it likely points to an issue with your crew scheduling provider. In that case, please contact them directly.

• If you see any error messages, please include relevant screenshots to help us troubleshoot more effectively.

2. Import Stuck at a Certain Percentage or Completes with No Events
In case the import is stuck, there is a high possibility your license has expired - you can check your license status here: https://my.crewlounge.center/user/account
If your license has expired, your account reverts to the Standard Plan, which supports up to 100 flights. To restore full functionality, you can upgrade your plan here:: https://crewlounge.aero/pricing/

If your license is active and the issue persists, try the following:

1. Uninstall the CrewLounge app from your device.

2. Reinstall the latest version from the App Store or Google Play.

3. Try importing your roster again.

If the issue continues, please contact our support team with the following information:

• Which import method are you using? (Online or File)

  • If using the File method, please attach the file you’re trying to import.

• Have you tried the alternative method? Did it work?

• Your airline name

• Your roster provider’s name

• A screen recording showing the import process

• Any relevant screenshots

• Approximate date when the import issue started

Sharing these details will help us identify the root cause and resolve your issue as quickly as possible. We're here to help!