Issue/Error

Description

Possible Solutions

The import fails with error summary: “Complete (0/0) imported.”

You can remove the second row populated with example data, and leave any columns that are not applicable blank.  

You cannot change the column headers.

A few specific columns are required for a successful import.

Ensure the column headers in the CSV file have not been modified from the original template. 

See Populate the CSV Template with Customer Data.

Verify that the CSV file you’re importing contains at least 2 of the following 5 columns:   

• business_name
• firstname
• lastname
• email
• phone

The import fails with error summary: "Import failed to complete: (0/XXX) imported. base invalid count: XXX"

Your formatting of your columns in the CSV is incorrect.

Double check that your column headers are accurate, with no errors  in capitalization or hidden extra spaces.

You get an error about UTF-8 during testing.

The CSV format must be in UTF-8 to import correctly. 

Upload the CSV to a Google Drive, and then re-download. This should automatically convert it to UTF-8.

You experience a low percentage of failures (i.e. < 20%).

There’s likely some bad data in the import file. 

Double check for errors in your data. Some examples of errors may include:  

• Extra spaces in cells
• Incorrect phone number or email formatting
• Rows with missing required data (Name, Phone Number, Email, or other fields marked as required in your settings)

You experience a high percentage of failures (i.e. > 20%).

Most/all of your data is formatted incorrectly, or some of your columns are mislabeled/swapped around.

Ensure the CSV file has been adjusted to fit our format.   
 

See Import (Customer) Organizations from a CSV File.

The error summary says “email,phone,mobile invalid:”.

The error summary is grouped by the fields that failed validation, so this means those records failed all of these fields at the same time.   

It could mean these fields are marked as required in the settings, but weren’t found in the CSV. 

Review the settings and remove any requirements on these fields. 

See Disable Required Fields for (Customer) Organizations.