Missing Contacts after Import

[JPogorzelski]

Hi all,

We're attempting to import an external Excel sheet into Hubspot to update some contacts. Our source file has 100 rows of data, which Hubspot detects.

However, when the import is completed, only 89 records are updated. 

Any lists created based on Import Membership are also missing 11 contacts.

I already checked and there are no importing errors, besides some simple last name capitalization flags. 

If anyone has had a similar experience or knows how we could solve this, I'd really appreciate it.

[azelleflores]

Hi @JPogorzelski Ay chance you found a solution for this? I'm encountering the same issue, retried several times, and made sure it's set as Create and Update Contacts and still get the same results.

[Lucila-Andimol]

Hey @JPogorzelski 

are you sure there were no duplicated lines?

Some times it happens that the contact is twice, in line 2 and in line 20 with the same data/info

so HubSpot wont duplicate the contact or update the info if its already there.

Can you check out on the excel sheet to be sure?

[JPogorzelski]

Hey @Lucila-Andimol 

Just checked it again and everything looks fine. No duplicated or missing lines to be found.

[Lucila-Andimol]

Great, 

can you tell us if you selected "update contacts only", or "create and update" when you were importing?

This could also explain the differences

[JPogorzelski]

It's always been on Create and Update. I've re-ran the import multiple times and ran into the same issue. 

[JPogorzelski]

Hey @ClarindaBoom and @karstenkoehler,

I'm a Super Admin so I doubt that there are any issues with contact viewing permissions. The imports are indeed set to Create and Update records.

I've checked the source files and I can see that each contact has a unique, correct email address. We're not missing any fields, apart from one contact missing a last name.

Best,

Jan

[karstenkoehler]

@JPogorzelski did you check our comments regarding the update vs update+create option during the import? I've added a screenshot to my earlier reply. This is very likely the issue then.

[JPogorzelski]

@karstenkoehler Yes, I checked everything. It's 100% set to Create and Update existing contracts, and there are no errors to be seen. Just re-did the import and again, no dice. 

[ClarindaBoom]

Hi  @JPogorzelski, along with what Karsten has kindly shared, when you did the import, did you select "update contacts only", or "create and update"? If it's update only I believe it will ignore any contacts in your spreadsheet that doesn't yet exist in HubSpot via email address. 

[karstenkoehler]

Hi @JPogorzelski,

If there definitely aren't any import errors, then I would ask if there's a chance that the import changed (or triggered a change) in contact owner - which could result in you not seeing the records anymore, depending on your contact access permissions.

Also, as Clarinda has pointed out as well, have you made sure that your import is both creating and updating records?

If you set it to update only, then HubSpot would only update existing records. Email addresses in your import file that do not correspond to an existing contact record would be ignored.

You can repeat the import with the setting from the screenshot and should see all rows as imported then.

Best regards