Troubleshooting import issues
If you encounter any issues during the import process, the first thing we highly recommend is following our step-by-step guide on importing contacts if you haven't already. In that guide, you can find an example of a correctly populated file and a visual guide on importing the file to your list.
If your import still isn't completed properly, we've listed below how to troubleshoot some of the most common issues.
My contacts are uploading, but none of their data is
If only the email addresses of your contacts were imported to your list, the most likely reason would be that you did not map other columns of your file correctly.
How to fix this?
Always make sure to map the columns of your file to the corresponding fields during the import process using the drop-down menu. The email address column would be the only one populated automatically; other columns will always be set to "ignore (do not import)" by default, and you'll need to select which field you'd like to import them to manually.
None of my contacts are getting added to the list
If none of your contacts are added or updated properly, it could mean that your contacts' email addresses weren't mapped correctly or they're invalid.
How to fix this?
All email addresses should be placed in the first column of your file. Make sure that the column in which email addresses are located is mapped correctly during import.
Confirm that different data types are placed in their dedicated columns. Email addresses, names, and other data cannot all be placed in one single column.
Make sure that all email addresses in your file are valid.
Examples of invalid email addresses:
- Email addresses with additional elements like spaces or words
- Missing required characters, like '.' or '@'
- Multiple email addresses in the same cell
- Email addresses that include special characters
My import missed some contacts
In such cases, you might see that a lower number of contacts was added or updated compared to the number of entries in your file. For example, there are 100 contacts in your file, but only 87 of them were imported.
How to fix this?
Make sure that none of the contacts are on your list already. It’s not possible for duplicate contacts to exist in a single list, so duplicates wouldn’t be added as new contacts.
Ensure that all email addresses in your file are placed in the same column. During import, you can only map one column as the email address field, so email addresses placed in other columns will be ignored.
Look at the unsubscribed contacts in your list. It’s not possible to import contacts who exist in your list as unsubscribed – they would be omitted.
None of my contacts are getting updated
If you see a “0 contacts updated” message on the import page, it could mean that the incorrect option was selected during the import process.
How to fix this?
Always confirm that the correct status is selected on the first page of the import process. Choose “Subscribed” to update existing subscribers with new data or “Unsubscribed” to unsubscribe the contacts you’re importing.
Similarly, make sure to tick the “Update the contact” option when you begin your import. If this option isn’t selected, none of the existing contacts will be updated.
Not all of my contacts were updated
This could mean your contacts have no new data for updates.
How to fix this?
Check if all contacts in your file have new data that needs to be updated. Contacts who don't have any new data in the file wouldn't be updated, as there would be no changes to be made.
Contacts present on your list as "unsubscribed" will not be updated.