---
title: Troubleshoot a contact import in Infinity3
description: "Use the import report to identify failed rows before uploading the file again. #### Before you start Keep your original CSV and note which import failed. You’ll need access to **Contacts** and permission to manage imports. #### Review the results…"
url: "https://www.infinity3.co.uk/help/troubleshoot-a-contact-import-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Contacts & CRM"
---

# Troubleshoot a contact import in Infinity3

Use the import report to identify failed rows before uploading the file again.

#### Before you start

Keep your original CSV and note which import failed. You’ll need access to **Contacts** and permission to manage imports.

#### Review the results

1. Open **Contacts** → **Bulk Actions**.
2. Find the import by its name and date.
3. Open its statistics and error details.
4. Download the error report where available.
5. Compare affected rows with the original file.

An import may succeed for some rows and fail for others. Check the results before repeating the whole upload.

#### Check common problems

- Confirm the file is CSV and has a header row.
- Remove unnecessary blank rows and columns.
- Correct invalid email addresses and field formats.
- Ensure update rows include a suitable identifier, such as Contact ID, email or phone.
- Remove repeated Contact IDs or conflicting identifiers.
- Create required custom fields and review the column mappings.

Use the specific error message to decide what needs correcting. A failed association or update does not necessarily mean the contact was never created.

#### Import the corrections

Prepare a file containing only the rows that need correction. Review whether the import should create contacts, update them or do both, and check any tag or workflow options.

Afterwards, inspect the report and a sample of records.

Contact Infinity3 with the import time, error and affected column names if you need help. Avoid sending your entire customer list unless requested through an agreed route.