- The original import file, job identifier, and approved mappings
- Access to imported, skipped, rejected, and duplicate results
- A representative failed row with customer data safely redacted
- A plan that avoids reimporting successful rows
First determine the stage
| Stage | Visible evidence | Typical problem |
|---|---|---|
| Upload | CSV or Excel file and detected headers | Unsupported/empty file or unreadable sheet |
| Mapping | Required, common, advanced, and custom-field mappings | Phone or email not mapped; wrong header assigned |
| Review | Ready, Updates, Existing, Identity conflicts, Consent gaps, Duplicate, Missing company/list, Skipped filters | Source data or import options need a decision |
| Processing | Import job and progress state | Import setup is unavailable, progress has stalled, or execution failed |
| Result | Imported, updated, skipped, invalid, duplicate, failed and row messages | Some rows need correction or intentional exclusion |
| History/undo | Job ID, consent attestation, automation dispatch, undo window | Need to reverse record changes without claiming side effects were reversed |
Diagnose before another import
- Open Contacts → Import history and choose the job.
- Record job status: Completed, With issues, Processing, Cancelled, or Failed.
- Read total, selected, imported, updated, skipped, invalid, failed, duplicate, company, and list counts.
- Filter row results to Issues and read the first message for each pattern.
- Compare a sanitized source row with its mapped fields and final action.
- If the job does not exist, return to the import workflow and determine whether upload/mapping/review was ever completed.
Correct common row issues
- Required identity: map at least phone or email; normalize source values rather than inserting placeholders.
- Duplicate in file: choose one authoritative row before import.
- Existing contact: decide whether overwrite policies should update, preserve, or skip existing data.
- Identity conflict: do not guess which person survives; resolve through duplicate review.
- Consent evidence missing: remove the opt-in claim or provide source, timestamp, and required evidence fields.
- Missing company/list: create or link only when the import plan explicitly calls for it.
- Invalid custom field: align type and dropdown options with Settings → CRM fields & tags.
Use the downloadable exception rows when available, correct those rows, and import only the corrected subset with a clear file name.
Import history setup pending
If the page says Import history setup pending, importing is not available in that workspace. Do not keep uploading or retrying the same file. Preserve the message, workspace slug, and approximate time, then contact WRKZY Support.
Undo safely
The original importer or a workspace Owner/Admin may see Undo import until the displayed deadline. Undo archives newly created contacts, restores updated contacts, and removes imported notes and memberships. Messages, webhooks, and other automation side effects remain. Later concurrent changes may be preserved. Read the confirmation and resulting summary before claiming the workspace was fully reverted.
Escalation evidence
Provide job ID, file name, stage/status, row number, mapping summary, classification/message, overwrite/import options, consent-attestation state, and a sanitized sample. Do not attach the entire customer file unless explicitly authorized.
- Failed stage identified
- Import history and row result reviewed
- Source row corrected rather than blindly retried
- Consent claims supported by evidence
- Corrected subset tested
- Undo limitations understood