# GIF shows the fallback, not the name

> The image loads but it is the generic version. Almost always an identifier mismatch.

Section: Troubleshooting · HTML: https://app.multiplied.studio/docs/troubleshooting/gif-shows-the-fallback-not-the-name · Index: https://app.multiplied.studio/llms.txt


## Check, in order

1. **Is the recipient in the batch?** New sign-ups after the upload get the fallback until you run a batch for them.
2. **Does the merge token produce the same value as the identifier column?** The file name is the identifier: if you uploaded `user_id` and the email substitutes `email`, nothing matches.
3. **Case and characters.** If you ticked *lowercase* on upload, the token's value must be lower-case too (most tools have a `| downcase` filter). Spaces and punctuation are normalised identically on both sides; non-Latin identifiers become stable hash slugs, so use an ASCII id column where you can.
4. **Did the row fail?** Failed rows are listed in the batch's failed-rows CSV with the reason.
5. **Is the batch complete?** Rows still rendering resolve to the fallback until they land.

## Test it directly

Open the dynamic URL in a browser with a real identifier typed into the file name. If that shows the fallback, the problem is on our side of the equals sign; if it shows the name, it is the merge token.