Troubleshoot CRM imports

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 instead.

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

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

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 shows a layout that works.

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

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

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

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

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

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

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

Open Help & support, select Contact, or see 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

Learn the full import process in records, imports, and enrichment.