Why contacts get ignored after import? - Online Help | Zoho Campaigns

Why are some contacts ignored during in the import process?

When you import contacts into Zoho Campaigns, some contacts may not be added to your organization. These are listed as ignored contacts in the import summary, which you can view after the import is complete. This article explains each reason a contact might be ignored and, where applicable, how you can fix it.

Downloading the ignored contacts list  

You can download the ignored contacts list from the import summary. The downloaded file name will match the reason the contacts were ignored. For example, contacts ignored because of hard bounces will be in a file named Hard Bounce.
If contacts were ignored for more than one reason, the download will be a ZIP file. After extracting it, you will find separate files, each named after a reason and containing the contacts under that category.

Reasons contacts are ignored  

The table below lists each reason a contact may be ignored, what causes it, and the steps you can take. Where no fix is available, the status is noted accordingly.

Reason
Why it happens
How to fix it
Empty Email Address
The email field is empty for this contact in the import file.
Add a valid email address for the contact in your import file.
Empty Contact Details
Both the email and mobile fields are empty for this contact in the import file.
Provide data for at least one field, either email or mobile, in your import file.
Invalid Format
Both the email and mobile fields have data, but one or both are in an invalid format.
Make sure the email address is in a valid format and the mobile number follows the E.164 format.
Invalid Format Email Address
Only the email field is mapped, but the email address is in an invalid format.
Correct the email address in your import file to match the standard email format (for example, name@domain.com).
Invalid Format Mobile Number
Only the mobile field is mapped, but the mobile number is in an invalid format.
Correct the mobile number in your import file to follow the E.164 format.
Group Email Address Not Allowed
The contact's email is a role-based or generic address, such as info@, administrator@, careers@, service@, or support@. Zoho Campaigns does not permit these addresses to protect your sender reputation.
Remove role-based email addresses from your import file and use individual contact addresses instead. Learn more about role/group addresses
Duplicate Entry In File
The same email address appears more than once in the import file.
Remove duplicate entries from your file and keep only one occurrence of each email address.
Duplicate Contact
You selected the Overwrite Contacts option in the duplicate preference handling, but all field values for this contact in the import file are identical to what already exists in your organization.
If you don't want to modify this contact, remove the contact from your import file. If you want to modify a field data for this contact, update at least one field value before importing again.
Non-marketing Contact Limit Exceeded
Your organization has reached the limit of 1,000,000 non-marketing contacts. No additional non-marketing contacts can be imported.
This is a system limit. These contacts cannot be imported.
Marketing Contact Limit Exceeded
Your organization has reached the marketing contact limit for your current plan.
Upgrade your plan to increase your marketing contact limit.
Unsubscribed Contact Limit Exceeded
Zoho Campaigns allows a contact's subscription type to be changed up to three times per month. Your organization has reached its monthly limit, which is three times your plan's contact limit. For example, on a 10,000-contact plan, up to 30,000 subscription type changes are permitted per month.
Contact the support team at support@zohocampaigns.com for assistance.
Hard Bounce
The contact's email address has previously hard bounced. Importing hard-bounced contacts can negatively affect your domain reputation.
Remove hard-bounced contacts from your import file. These contacts should not be re-imported.
Do Not Mail
The contact is on the Do Not Mail list in your organization, typically because they have unsubscribed. Contacts in this list cannot be re-imported.
No action can be taken. Contacts on the Do Not Mail list cannot be imported.
Awaiting Confirmation
The contact signed up through a form but has not yet confirmed their subscription via the double opt-in email.
Ask the contact to complete the double opt-in confirmation, or resend the confirmation email from your organization settings. Once confirmed, the contact will be added. Learn more about managing double opt-in.
Invalid Contact
The contact was processed during import, but the email address failed backend validation. The contact is moved to the Invalid Contacts view, and the import summary is updated to reflect them as ignored.
Contact the support team at support@zohocampaigns.com if you believe these contacts are valid and want them added to your organization.
Invalid Line
A row in your CSV file could not be read due to a formatting issue. This only occurs with CSV files.
Review the affected row in your CSV file for formatting issues, such as missing commas or line breaks. If the issue persists, contact the support team at support@zohocampaigns.com.
 
To reduce ignored contacts in future imports, check your contact list for data quality before uploading. Make sure email addresses are valid, mobile numbers follow the E.164 format, and role-based or generic email addresses are removed. For guidance on preparing your file, see Best practices for importing contacts. For any issues that need hands-on help, reach the support team at support@zohocampaigns.com.