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Agata Jędrzejczyk
Written by Agata Jędrzejczyk

CSV import troubleshooting

How to solve common .csv import problems


Troubleshooting

CSV import is a method that lets you import large amounts of data in a flash but it also requires careful preparation. In this article, you can read about the most common issues while importing CSV files and how to avoid them.

I’ve noticed none/only some of my contacts were imported to User.com. What should I do?

  • Solution: Something went wrong during the import and not all contacts were imported? Go to Settings -> Importers, and, in the upper right corner, click on the button Import results. Click on the name of the file and scroll down to see in detail what went wrong with the selected import. If you don't know how to solve the problem mentioned, please contact our support.

User.com rejected my CSV file. Why?

  • Solution: If your file has double commas, commas in irregular places or you are using unusual characters as separators, it may cause our system to reject the file. Remember that the CSV file you’ve created in your editor or exported from a database, should have values separated with a comma, semicolon, or tab. You can find out how this should look in our sample csv.

I got an error in Import results saying "Unsubscribed is not a valid boolean".

  • Solution: The “Unsubscribed” attribute has two values in our system, either TRUE and FALSE. If it is blank, it will cause the error to appear. If this error appears, change the values of your boolean attribute to be TRUE or FALSE.

I've thought I got it until I saw this error in Import results - ”Assigned_to: This field may not be blank”.

  • Solution: Attribute “Assigned to” is a fixed choice attribute, meaning there are predefined possibilities (the names of your agents or agent groups). If this error appears, you have to set the atributte values to be your agents' IDs or names.

Now that's a strange message I'm getting - CSV import failed: Invalid data for import: last_name: Ensure this field has no more than 32 characters’. But the last name doesn’t have more than 32 characters.

  • Solution: Sometimes, there are values left in your contact row that don’t match any attributes. In this case, the importer tries to merge both values as one. To avoid this error, don’t add any values if they don’t correspond to an attribute. Check what the value is after "last_name" and if it has an attribute; if not, delete it.

I can’t match "Last seen" with the attribute from the list. What do I do now?

  • Solution: You've given the attribute name and value the correct value type (datetime), but you can't find the matching one on the import list? Update the attribute "Last seen" which is not changeable. You can check which ones you can change here.

Important: Remember that when a single attribute has the incorrect value, the whole row will be discarded. If you don’t know which attribute you are having trouble with, you can find more info here. And if you don’t know what attribute "Value type" is, check this article.

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