Ever felt like this guy when your subscribers won't import correctly?
Don't worry! The vast majority of the time, these issues can be resolved with simple modifications to your CSV file, which we'll walk you through here.
NOTE: In this guide, we'll cover troubleshooting steps for pre-import issues, which prevent the subscribers from being added to your account in the first place. If you're experiencing post-import issue, such as as a reporting discrepancy, check out this guide instead!
We recommend attempting the following troubleshooting steps in their presented order, re-trying the import in between each step, and only moving on to the next step if the issue continues to persist.
Most import and/or upload errors will be resolved by one or more of the following, and this will prevent you from troubleshooting any further than is needed to resolve the issue!
1. Verify that the import file is a CSV
Your subscriber import filetype must be .csv — if it's .txt (regular text file), .xlsx (Excel file), or anything else, our importer won't be able to parse it. CSVs are very commonly used for data exports, and should be provided as a standard export format.
If you need to convert your import file to CSV format, we'd recommend importing it into a spreadsheet application like Excel, Numbers, or Google Sheets. Any of those will then allow you to export the file as a CSV instead.
2. Remove any extraneous columns
Some email providers include several columns-worth of information in their CSV files that aren't needed by our importer. This can disrupt the import! We recommend removing all columns from your CSV other than those which contain data that you want imported into ConvertKit.
For example, if you only want to import your subscribers' first names and email addresses, you can delete all the columns in your CSV other than the two that contain first names & email addresses.
3. Remove any header rows
In many cases, the top row of a column will not contain data itself, but rather a label indicating the type of data contained in that column. For example:
Note the 'First name' and 'Email address' labels at the top
Our importer doesn't require these header rows, and they can affect how it reads the data. We recommend deleting any header rows so that the only data contained in your CSV is actual subscriber data (you'll have the option to select which column will be mapped to which field during the import process).
After this step, the above example would then look like this:
Still having pre-import trouble?
If none of the above steps solved your import issue, please reach out to us with a description of the issue you're experiencing, and attach the CSV file you're trying to import. One of our Product Specialists will help troubleshoot further!