Fixing Contact Import Problems

Symptom: a message such as "This importer reads .csv files. That one is .xlsx", or "That file does not look like the format it claims to be".

Cause: each source reads its own formats. CSV file takes .csv only. Excel workbook takes .xlsx, .xls and .xlsm. vCard file takes .vcf and .vcard.

Fix: select Back and choose the source that matches your file, or save the file in a supported format. A .txt or .tsv export should be saved as .csv first.

Symptom: the upload fails for a very large file.

Cause: files larger than 25 MB are not accepted.

Fix: split the list into smaller files, or remove columns you do not need, and import each part.

Symptom: "That file is empty", "That file has no rows we could read", "That file is not a readable Excel workbook", or a message that the workbook is password-protected.

Cause: the file has no data rows, the contacts are on a sheet the importer cannot see, the file is damaged or not really a spreadsheet, or the workbook is password-protected.

Fix: open the file on your computer and check that it has rows. For a workbook, make sure the contacts are not only on a hidden sheet, as hidden sheets are not offered. Remove any password, save a fresh copy from the original program and upload again.

For how worksheets are chosen, see How to Import Contacts from Excel or a vCard File.

Symptom: the preview warns that without a number column nothing can be imported, or the Cannot import tile holds almost every row.

Cause: the WhatsApp number field is not mapped, or is mapped to the wrong column, such as an ID or a label column.

Fix: in the Column mapping box, select "Change Columns". Choose the column holding the numbers for WhatsApp number, using the sample values under each drop-down to confirm, then select "Apply Mapping". The preview is rebuilt from the file you already uploaded.

Symptom: the preview shows email addresses as names, or a company in the notes.

Cause: a column was matched to the wrong field, usually because its heading was unclear.

Fix: use "Change Columns" to point each field at the right column, or choose "— not imported —" to leave one out. Then select "Apply Mapping". If your file has no header row, every column is listed by position, and you map each one by hand. Adding clear headings such as Phone, Name and Email to the first row lets SmartEngage match them automatically next time.

Symptom: rows marked "Number Not Usable".

Cause: the number is not valid in international format once tidied. Most often it is a local number without a country code while the wrong country is selected, or the number has too few or too many digits, or contains letters.

Fix: go Back, check "Numbers without a country code are from" and pick the country your local numbers belong to, then upload again. Numbers starting with + keep their own country code, so a list with several countries should have + and the country code on every number. Correct any number with missing digits in the file.

Symptom: rows marked "Number Damaged by Excel", with numbers like 9.19877E+11.

Cause: the file was opened and saved in Excel, which treated the numbers as quantities and kept only the first six digits.

Fix: the missing digits are gone from that file and cannot be recovered in the import. Export the list again from its source, or re-enter the numbers after formatting the phone column as Text in Excel, then save and upload.

Symptom: rows marked "Opt-in Value Not Understood".

Cause: the column mapped to Opt-in holds values SmartEngage will not guess at, often because the wrong column was matched to it automatically.

Fix: if the column is not really about consent, set Opt-in to "— not imported —" and apply. If it is, change the values to yes or no, true or false, 1 or 0, or subscribed or unsubscribed, and upload again.

Symptom: the result shows many contacts under Skipped, or fewer imported than expected.

Cause: those rows match contacts already in your account by number or by email, or repeat a number earlier in the same file. Duplicates are checked across your whole account, not only the chosen book.

Fix: nothing may be wrong, since the contacts already exist. To refresh their details, or to file them in the book you are importing into, run the import again and tick the box in the preview to update the contacts you already have. For one or two contacts, you can instead press the pencil Edit button on the contact's row on the Contacts page and change its name, email, book or consent there.

• "An import is already running for this account": only one import can run at a time. Wait for it to finish, then try again.
• "That import has expired": an upload stays ready for an hour. Start again and the file is read afresh.
• A contact import limit message: your plan limits how many contacts you can hold, and the new contacts would not fit. Nothing is imported. Untick some contacts, remove contacts you no longer need, or see your plan options.
• A message that your plan ended and the account is read-only: your contacts are safe, but nothing new can be added until you choose a plan.

Plan limits and options are listed on the pricing page.

To understand each count in the preview, read Duplicates, Invalid Numbers and Opt-outs Explained.

To read the result screen or fix a failed import, see How to Check an Import's Results and Fix a Failed Import.

To start over with a clean file, follow How to Import Contacts from a CSV File.

If none of these fit, contact our support teamwith the message you see and the file type you used.