This article describes the most probable import problems and ways to solve them. We will consider the following topics:

How to See Import Results

In order to understand whether the import was successful or not, go to the Import History tab. This contains detailed information about import errors. In the Contacts section, click the ellipsis (the three stacked dots) in the upper-right side of the page and choose Import History.

nullFigure 1. Going to the Import History Tab

You are on the Import History tab. Here you can find detailed information about import errors.

nullFigure 2. The Import History Tab

To know more about the Import History tab functionality, please see the article Import History Page in Messaging.

File Problems

In import, several types of file problems may occur. The main ones are:  improper file format, improper field format, and oversized file. Let’s have a look at each of them.

Improper File Format
The imported file should have a CSV or XLSX format. Other formats are not supported.

Improper Field Format
The fields of the imported XLSX file should correspond to the fields in the system. If not, the import will fail. To set up the correct field format, consult an example file.

Oversized File
Maximum size of the imported file is 50 MB, and the maximum number of rows in the file is 5000. If these parameters are exceeded, the import will fail.

Syntax Errors

The imported file may contain syntax errors of different types. Let’s consider them.

Missing Information in The Email Address
Email addresses in the imported file should contain a dot mark and “@”. If not, the import will fail.

Misprints in The Email Address
In the email address, a misprint may be contained, e. g. instead of This leads to an import error.

Invalid Characters in The Email Address
In our system, the UTF-8 encoding is used. Thus, the symbols only of this encoding may be processed. The addresses written with symbols of other encodings are non readable and cause an import error.

Invalid Separator 
The fields in the imported CSV file should be separated by a comma punctuator. If not, the import will fail.

It Is Imported Less Contacts Than The Import File Contains

It may be that the number of contacts in the imported file doesn’t correspond to the number of imported contacts (the number of imported contacts is less). There are two main reasons for this.

Firstly, the imported file may contain role-based addresses e. g. or Such addresses are not imported.

Secondly, the imported file may contain more than 5 000 contacts which is an overrun of the fixed limit. Only the first 5 000 contacts will be imported.


Now you are familiar with the most common import problems and know how to solve them. To learn more about imports, you can refer to the following articles: How to View Import Report in Messaging and Import History Page in Messaging.