Subscriber import does not complete

Import runs through file upload, column mapping, duplicate-record handling, and progress tracking.

Quick checks

1. Reopen the import progress screen and check its current status.
2. Confirm the file is valid CSV, has a header row, and contains valid Email values.
3. Check column mapping before running again.
4. Review the import log to see which rows were rejected.

Possible causes

• The file cannot be read or a required column is unmapped.
• The duplicate-record handling option is invalid.
• Some rows are invalid even though others were processed.
• The Subscriber limit was reached or the operation is permission-restricted.
• The background job has not run; the screen may show an old job warning.

Resolution

Download the log, fix the rows it identifies, and import only what is needed. Explicitly choose Overwrite or Skip for duplicates; do not rerun the entire file without knowing the duplicate behavior, to avoid unintended changes. If the import is still running, use Cancel before creating a new one.

Confirm the issue is resolved

The job reaches completed status and the Subscriber count and result log match the prepared file.

When to contact support

If progress does not change, Retry does not work, or the log cannot be downloaded, send the import ID/run and a status screenshot; do not send a file containing sensitive data unless requested.

Next step

Manage and edit Subscribers