Importing is straightforward when your file is formatted correctly. If something goes wrong, work through these checks.
1\. Verify your file format
Your file must be saved as one of the following:
- CSV — a plain-text format compatible with most spreadsheet applications.
- XLS — older Microsoft Excel format.
- XLSX — newer Microsoft Excel format.
2\. Check your file structure
A correctly formatted spreadsheet has:
- Column headers — the first row contains clear, descriptive headers.
- One record per row — each row is a complete record on its own.
Incorrect formatting
Multiple contacts at the same company are listed in separate rows without repeating the company name.
Correct formatting
Repeat the company name for each contact so every row is a complete record.
3\. Match your column separator
If your columns all land in one field — or the import is rejected outright — your file's separator probably doesn't match your account setting. This is common outside the United States, where spreadsheet apps often use a semicolon instead of a comma.
- Click My Profile in the top-right corner and open the General tab.
- Scroll to CSV Column Separator.
- Set it to the character your file actually uses, then save.
There's no single correct value here — the setting has to match your file. If you're not sure which separator your file uses, open it in a plain-text editor: you'll see the character sitting between each value.
4\. Handle special characters
Non-ASCII characters can cause a file to be rejected. Re-save the file with UTF-8 encoding.
On Windows:
- Right-click the file and select Open with > Notepad.
- Go to File > Save As.
- Choose UTF-8 encoding.
- Click Save.
On Mac:
- Open the file in Numbers.
- Go to File > Export To > CSV.
- Select Unicode (UTF-8) for encoding.
- Click Next, then Export.
5\. Check how duplicates were handled
If records are missing after an import, they may have been skipped as duplicates.
Record type
How duplicates are found
What happens
Companies
Company name, automatically
An exact match won't import
People
Work Email, when Check for duplicates is enabled
Exact matches are skipped and listed in your confirmation email
Deals
Not checked
Every row imports
Your confirmation email lists every record that was skipped or failed, with a link to the details.
Need help? Contact support at customercare@pipelinecrm.com.