Troubleshoot imports and duplicate records
Understand created, updated, skipped, duplicate, and failed import outcomes.
- For
- Workspace users and support owners
- Owner
- CRM product
- Outcome
- Identify the failure state, recover without duplicate work, or contact support with safe evidence.
- Last verified
- 2026-08-30
- Next review
- 2026-11-28
- Status
- supported
Start from the visible symptom, the affected workspace, and the approximate time. Confirm the current state before repeating an action.
What you can see
- Rows fail validation or import with missing fields.
- The same customer appears more than once.
- Records have the wrong source, owner, or custom-field values.
Check the current state
- Compare the source headers with the approved field mapping.
- Inspect created, updated, skipped, duplicate, and failed results separately.
- Search by the stable email and phone identifiers before creating another record.
- Confirm the source, owner, and duplicate policy used by the import.
Recover safely
- Correct the file or mapping and retest with a small representative file.
- Use the approved merge or duplicate review path instead of deleting history.
- Do not repeat the full import until the first run outcome is known.
Keep the original source file and evidence. Do not delete customer records only to make the counts match.
Contact support
Send the workspace, page, approximate time, safe error code, expected result, actual result, and checks already completed.
- State whether you repeated the action and whether it can create an external side effect.
- Do not send passwords, tokens, API secrets, webhook secrets, message content, or unnecessary customer data.