# Troubleshoot CRM imports

> Fix CRM imports that reject your file, map columns wrongly, seem stuck, fail some rows, create duplicates, or change existing records.

Canonical: https://help.spacebrain.ai/troubleshooting/crm-imports/
Last modified: 2026-09-25T00:00:00.000Z

Use this page when importing leads, people, or companies from a spreadsheet doesn't go as planned. Find what you see, follow the fix, and contact support if it's still wrong. It's for anyone who imports data into the CRM. Moving from GoHighLevel or HubSpot? See [troubleshoot migrations](/troubleshooting/migrations/) instead.

> **Warning — Don't upload the same file again yet**
>
> First check whether your earlier import created or updated records. Uploading again can create duplicates or trigger automations twice.

## How the import works [#how-the-import-works]

You start an import from **CRM → Leads**, **CRM → People**, or **CRM → Companies** with **Import**. The wizard has five steps: **Upload**, **Match fields**, **Check file**, **Review & import**, and **Results**. Nothing is created or changed until you select **Start Import**.

## The Import button is missing [#the-import-button-is-missing]

**You see:** no **Import** option, or **You don't have permission to import data. Contact a workspace admin or owner to get editor access.**

**Fix:** you need the **Editor** role or higher. Ask a workspace admin. In an agency sub-account, the agency's plan for you must also include the CRM feature.

## My file is rejected [#my-file-is-rejected]

**You see:** **File is larger than 10 MB. Please upload a smaller file.** or **Please upload one CSV or XLSX file. Save legacy XLS spreadsheets as XLSX or CSV first.**

**Fix:** check your file:

* It's a CSV or XLSX file, no larger than 10 MB. Save old XLS files as XLSX or CSV.
* It has one header row and at least one row of data.
* A Leads or People file has an **Email** column. A Companies file has a **Company Name** column.
* It has no password, merged cells, extra title rows, or formulas. Paste formulas as values.
* It has only one sheet.

If it still fails, save a small test file as "CSV UTF-8" and try that. The [CRM starter CSV](/examples/crm-import-starter/) shows a layout that works.

## Columns go to the wrong fields [#columns-go-to-the-wrong-fields]

**You see:** **Auto-mapped by best guess — double-check this one** next to some columns.

**Fix:** in **Match fields**, check every row in the **Map To** column, especially those marked **Review**. Choose the right field, or **Skip this column**. Use **+ Create new custom field** only for information you'll keep using, and pick the right field type. Don't put consent or unsubscribe information into a notes field just to get past this step.

## The file check shows errors [#the-file-check-shows-errors]

**You see:** **Errors** and **Warnings** counts in **Check file**, with the **Row**, **Column**, and **Message** for each.

**Common causes:**

* A required email or company name is missing.
* An email isn't a valid address.
* Dates or numbers are in mixed formats.
* A column is mapped to the wrong field type.

**Fix:** correct the source file (not just the preview row), upload it again, and select **Re-validate**. Check a few real rows, including blanks and international phone numbers.

## The import seems stuck [#the-import-seems-stuck]

**You see:** the progress doesn't move, or **Automatic updates paused. The import may still be running. Refresh status before taking another action.**

**Fix:**

1. Wait. The import keeps running even if you close the window.
2. Refresh the status once.
3. Search the CRM for one record from your file.
4. Don't upload the file again until the import shows **Import Complete**, **Completed with Errors**, **Import Failed**, or **Import Cancelled**.

If you see **Could not refresh progress. Retrying automatically; do not upload the file again.**, leave it to retry.

## Some rows failed [#some-rows-failed]

**You see:** **Completed with Errors**, with counts for **Created**, **Updated**, **Skipped**, and **Failed**.

**Fix:**

1. Select **Download Error Report**.
2. Fix only the failed rows in a new file.
3. Import just that file.

Check the numbers add up: rows in your file = created + updated + skipped + failed. If they don't, stop and contact support with the import details.

## Duplicate records appeared [#duplicate-records-appeared]

**Why:** **Update existing records if match is found** was off (it's off by default), or records didn't share the field you matched on.

**Fix:**

1. Pause any automation that runs when records are created.
2. Don't delete anything yet. Compare the duplicates' consent, owner, activity, deals, and tasks.
3. Merge them, keeping the record with the most history.
4. Next time, turn on **Update existing records if match is found** and choose **Match records by:** **Email**, **External ID**, or **Phone** (for people and leads), or **Company Name** or **Domain** (for companies).

## Existing records changed unexpectedly [#existing-records-changed-unexpectedly]

**Why:** **Update existing records if match is found** was on, and file values replaced existing ones.

**Fix:**

1. Compare a changed record with its row in your file.
2. Check whether tags from **Add tags to all imported records** were added.
3. If automations, sequences, or lead scores reacted, pause them before fixing the data. A correcting import can trigger them again.

## Leads landed in the wrong pipeline or stage [#leads-landed-in-the-wrong-pipeline-or-stage]

**Why:** every imported lead goes to the **Pipeline** and **Stage** chosen in **Pipeline & stage** during **Match fields**.

**Fix:** move the leads in bulk from the CRM, and choose the right pipeline next time.

## Contact support [#contact-support]

Open **Help & support**, select **Contact**, or see [contact support](/troubleshooting/contact-support/). Include:

* Workspace, record type (leads, people, or companies), and the start time with time zone.
* File type and the number of rows and columns.
* Whether **Update existing records if match is found** was on, and the match field.
* The **Created**, **Updated**, **Skipped**, and **Failed** counts.
* A few lines from the error report with personal details removed.

Don't attach your customer file unless support asks and gives you a secure way to share it.

## Next step [#next-step]

Learn the full import process in [records, imports, and enrichment](/crm/records-and-imports/).