Contacts in the group aren't active

  • 1
  • Problem
  • Updated 4 years ago
  • Not a Problem
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Resolved

Hello! I important a group of contacts from an excel file to a group ("Riders - Northeast 2015") and although the contacts are showing up in the group, they're not listed as active. I tried adding the group to a mailing and it lists 0 contacts.

I tried the import two different ways. First I did Add and Update, creating the new group and adding them to another group we have. When this problem arose, I deleted the group and then retried the import doing add + update again, but only adding them to the new group. 

I'm wondering how to activate them, or if there was an error in my import. 

I'm using Google Chrome Version 40.0.2214.111 (64-bit) on a Mac mini desktop
The Mac OS is Yosemite 10.10.1

Thanks!
Photo of Climate Ride

Climate Ride

  • 6 Posts
  • 0 Reply Likes
  • confused

Posted 5 years ago

  • 1
Photo of Seemab Hussaini

Seemab Hussaini, Champion

  • 36 Posts
  • 5 Reply Likes
Hi there! It sounds like you are importing a list that has or currently exists in your account as audience members. If so and they are currently listed as error contacts, they may have bounced at one point or another for several reasons listed and described here. Since re-importing will not reactivate them, you can select all contacts and switch them to active using these steps.

Let me know if this helps or if you have any questions!
Photo of Seemab Hussaini

Seemab Hussaini, Champion

  • 36 Posts
  • 5 Reply Likes
Hello! Just wanted to follow back up and see if we were able to help you get this figured out. Looking for your reply! Thanks!
Photo of Climate Ride

Climate Ride

  • 6 Posts
  • 0 Reply Likes
Hi Seemab, 

Thank you for your replies. The issue seemed to have corrected itself, which makes me think it was a timing or propagation issue.

When the contacts were listed in the group, they weren't listed as "error", "opt out", or "active." It was strange to see them in the group but not listed under any of the options. They were listed under the 'active' tab, but the group itself showed 0 active contacts. 
Photo of Seemab Hussaini

Seemab Hussaini, Champion

  • 36 Posts
  • 5 Reply Likes
Ah yes! Then my apologies for misunderstanding. Our databases were running behind in updating group counts and responses for those couple days, but systems have given the clearance and all should be running smooth from here.

Just reach back out if anythings afoot again!