Troubleshoot import errors

Last updated: January 14, 2019

When importing objects, you may encounter certain errors. Follow these steps to attempt troubleshooting these errors.

Specific import error troubleshooting steps

  • The Header and row sizes don't match error indicates that there is data in a column without a header.
    • Ensure all columns in the file have headers that correspond to a HubSpot property. 
    • Check if there are cells that are filled with values outside of the columns with headers. If so, delete those values or give the column a header.
  • The Cannot parse property error indicates that the value(s) you are importing for a property is not compatible with the property in HubSpot.
    • This usually occurs when the property type is not compatible with the import values (e.g. importing the value Green, when the dropdown property options are Red, Yellow, and Blue).
    • Check the imported values. If the value is misspelled or entered wrong, change the value to match the correct value in your property.
    • If the value is accurate and you'd like to import this value into the property, add the option(s) to your property before re-importing your file.

General import troubleshooting steps

  • Ensure that you do not have more than 250,000 objects per import file and your import file is not more than 150MB.
  • If HubSpot did not deduplicate contacts, ensure accurate email addresses was included for each contact.
  • Select the checkboxes for all statements on the Details screen in order for the import to proceed. 
  • Ensure that your file is UTF-8 encoded. To do this, use one of the methods listed below. Please note that Method 1 is preferable, as UTF-Encoding in Excel may not always work as expected.
    • Method 1
      • Open the file in Excel.
      • Navigate to File > Save As.
      • Name the file and select Unicode Text (*.txt) as the type. 
      • Click Save.
      • Open the file in Notepad.
      • Replace all tab characters with commas.
      • Navigate to File > Save As.
      • Name the file and change Encoding to UTF-8.
      • Change the file name extension from .txt to .csv
      • Click Save. Check that the file icon is a MS Excel icon.
      • Open the newer .csv file in Excel and review the data. Do not save the file in Excel, as this will cause an encoding issue again.
    • Method 2
      • Open the .csv in Excel and click File > Save As.
      • Enter your preferred filename.
      • Click the dropdown menu beside Save as File Type and make sure CSV (comma-delimited) is selected.
      • Click the Tools button at the bottom of the window and choose Web Options.
      • Go to the Encoding tab.
      • Under Save this document as, click the dropdown menu and select Unicode (UTF-8).
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