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Why Are Some Contacts Not Imported?


Contacts may not be imported for several reasons, either related to distribution rules or the content of the metadata.

Distribution Rules

  • Duplicates: Contacts that appear multiple times (with the same Contact ID and Email pair) in the import file will be automatically deduplicated. Only the first instance of a contact will be imported.
  • Existing Contacts: If a contact i already present in the survey, it will not be re-imported.
    • Time Interval Between Imports: If a contact has already been imported within a specified timeframe, it will not be re-imported until that time period has elapsed.
    • One-Time Import: If this rule is activated, existing contacts will only be imported once and will be ignored in subsequent imports.
  • Unsubscribed Contacts: Contacts who have unsubscribed will not be imported.
  • Invalid Email Addresses: Contacts with invalid email addresses, those marked as bounced (previously considered invalid during a prior send), or those identified as complaints, will not be imported.

Metadata Content

If a contact's metadata contains errors, those contacts will not be imported. For more information, refer to the Error Management section.