Each time you import contacts in SmartSender.io, you may run into a problem. Such issues as duplicates, unsubscribed contacts, incorrect file formats, and syntax errors can prevent some contacts from being added to your audience.
In this article, you’ll learn about possible problems with your contact import.
IMPORTANT Email addresses cannot begin or end with periods or hyphens, and can only contain one “@” character in the address before the domain.
|How to add contacts correctly to SmartSender.io||To complete a successful contact import, follow the steps of the import method you choose. Please, adhere to the instructions in our article “Add / Import Contacts to Your Existing Contact List”.|
|The file type is unsupported.||If you choose the Upload File option, make sure the file you upload is a .CSV or .XLS file.|
|The file size is too large.||The import file is limited to 25 MB which may cause errors. If you experience an error when importing a large file, split up your file into several smaller files and import them individually.|
|The formatting is unsupported.||Exported files from other ESPs may not be formatted in a way that our import tool can manage, so you may have to do some reformatting to make it work. Get acquainted with the requirement in our article “Add / Import Contacts to Your Existing Contact List”.|
|Your file includes semi-colons instead of commas.||Some European spreadsheet programs use semi-colons rather than commas to separate data fields in .CSV or .XLS files. This can cause problems with SmartSender.io imports. If your import file uses semi-colons as separators, replace them with commas and try your import again. To do this, upload your file to Google Drive and save it as a CSV or open the file in a text editor and use find and replace to update the punctuation.|
|A contact’s email address is missing information.||The email address could be missing something. Every email address has two elements: local-part and domain name. Also, the @ character links the domain and the person who owns the email address. Here are a few examples of incorrect email addresses:
Fix the typos in the email addresses and try to add the contact again.
|A contact’s email address has extra spaces.||Extra spaces can cause the system will not to recognize it or take it as quite another email address.
You will be able to download the file with incorrect email addresses on the second step of the file importing. Just fix errors and upload email addresses again.
|Contact’s email address has unsupported characters||Characters that are not allowed in email addresses:
|Exceeded character limit in the email address||The system considers such email addresses invalid:
|Re-encountered email address. Duplicate email.||When importing, the system checks the file for duplicates. On the second step of the import process, the popup will report an error. You can either upload the file with errors, correct your import file, and upload the file again. Or press the “Skip and continue” button – in this case, only one of the identical email addresses will be added.|
|Cyrillic vs Latin and numbers||Let’s consider the correctness of the alphabet using in the email addresses:
|A contact variable has the wrong format.||SmartSender.io scans every variable by checking if it is valid and doesn’t have misspellings. For example:
You will be able to change the name of the variable by choosing from the existing one in SmartSender.io or to create a new variable and assign it accordingly.
|Invalid phone number format||The phone number cannot contain: spaces, Cyrillic characters, or other extra characters.
Examples of the correct phone numbers:
We urge you to be careful and scrupulous when adding contacts!