Troubleshoot contact imports and matches

Use this guide when contacts do not import, do not match, or do not appear in the expected view.

Check required fields

Each contact needs at least one reachable identity: email, phone, or WhatsApp. Rows with none of those should be fixed before import.

Check file format

Use CSV or Excel. Keep one contact per row, with clear column headers for name, email, phone, WhatsApp, company, tags, and source when available.

Check phone and email quality

Invalid emails and incomplete phone numbers can block a row or prevent later messaging. Add country information when phone numbers are local.

Check filters

Clear search, status, segment, tag, and source filters before deciding a contact is missing. Segment views can limit which other filters are available.

Review possible matches

Use Review matches for duplicate-looking contacts. Do not merge only because two records share a name. Compare channels, company, recent activity, and source before merging.

When you ask Qyra to merge contacts, choose the contact you want to keep. Qyra checks the matching contacts before preparing the merge. You can name the other contact; if several matches fit, choose the right set using the names and contact details shown. A set with more than two contacts needs your choice before any extra contacts are included. Review everyone listed before approving.

• A match was ignored or set aside: reopen it in Review matches before asking Qyra to merge it.
• The contacts no longer form a complete match: review the whole set again. Qyra won't replace a missing contact or silently add people to a merge you already chose.
• There is no eligible match: another contact's presence in your workspace is not enough to make it a merge candidate. Check their contact details and channels in Review matches.
• More than 25 contacts share the match: Qyra cannot merge that set. Review the contacts before deciding what to change; selecting only part of the same set does not bypass the limit.
• The matching contacts could not be loaded: try again. A loading failure does not mean there are no matches.

Common blockers

• No email, phone, or WhatsApp value.
• Phone number missing country context.
• Contact already exists under another identity.
• Segment filter is active.
• The contact is unsubscribed or inactive.

Related

• Import contacts
• Import segment members
• Manage contacts
• View a contact profile
• Resolve common workspace blockers