Import Error Dictionary

Error Code Definitions

Here are possible data validation errors you may see in your integration's Sync Logs or CSV Import Report.

blank-required-data-in-record

• If a row is missing data in any of the fields that are mapped to the 3 required fields (First Name, Last Name, and Phone), that entire contact record is skipped and this error produced.

contact-out-of-sync

• If Mainstay is unable to uniquely identify a contact by the column mapped to Mainstay ID or CRM ID, when we attempt to update the phone, we first make sure that if we were to update the contact record, we wouldn’t be unsetting a phone update that already occurred.
• For example, a contact could be created via an import with their parent’s phone number. And then the parent might respond to a campaign, providing the student's phone number instead. Then the phone number may be updated in the platform by someone on your team.
  • • This update will set the phone number to the correct number provided, but will also save the parent’s phone number in the database as the hidden field "previousPhone".
    • If the next import hasn’t been updated with the correct student phone number, the import would set the contact’s phone number back to the incorrect one. But since this is stored in the previousPhone field, we know to prevent this, so this error is produced.
    • The phone number field is not updated, but other fields are updated for this contact.
    • If you need to set a contact's phone to the value currently stored in the previousPhone, you can do this on the Contact Panel; the previousPhone will be cleared out.

duplicate-contact

• This error is produced because another existing contact in the Mainstay account already has the same Phone as this contact's Phone. This to-be-imported contact will not be imported, to prevent creating a duplicate contact. The system does not allow more than one contact in your account to have the same Phone.
• When this error occurs, the entire contact record is skipped.

duplicate-unique-id-crmId

• More than one contact record in the import file has the same value in the column that is mapped to the CRM ID.
• When this error occurs, both contacts with this non-unique CRM ID value are dropped from the file, and the import will resume.

duplicate-unique-id-phone

• More than one contact record in an import file has the same value in the column that is mapped to the default Phone field.
• When this error occurs, both contacts with this non-unique phone value are dropped from the file, and the import will resume.

invalid-attribute-data

• An error occurred when attempting to update a specific Contact Attribute Value (custom field value). This means that the data in the contact record mapped to that custom field didn’t adhere to the data requirements for that field. 
  • For example, if a field was mapped to the Mainstay Email field, but the value for that record was not a valid email address, this error would be produced.
  • Also, if the field is of type multi-choice, but the value in the record is not a valid option for that field, this error would be reported.
• When this error is recorded, the errant custom data will not be set. The remaining data in the record will be used to update the contact.

invalid-language

• This indicates that the language code provided did not match one of the accepted language codes. See language codes.
• When this occurs, the language will not be changed. The remaining data in the record will be used to update the contact.

invalid-messaging-status

• This indicates that the provided value for a "Messaging Status" field did not match one of the accepted values: "Opted In", "Paused", or "Opted Out".
• Note that a contact's Messaging Status cannot be changed to Paused except by the learner invoking the #pause command.
• Note that a contact's Messaging Status cannot be changed to Opted In via import; it can only be changed by the learner via the "START" keyword or manually from the Contact Panel.
• When this occurs, the Messaging Status field will not be changed. The remaining data in the record will be used to update the contact.

invalid-phone-number

• This indicates that a phone number had either fewer than 9 digits or more than 10 digits (if it started with a 1).
• If a contact exists in the database and was able to be uniquely identified by the field in the file that maps to Mainstay ID or CRM ID, then this field would not be included in the import of this contact, but all other data for this contact would be imported.
• If the contact was meant to be created, or no contact in the database could be uniquely identified, the entire contact would be skipped from the import.

invalid-preferred-name

• An contact's preferred name was not updated due to the Preferred Name field already containing a value.
  • Preferred Name can only be updated manually in the Contact profile or by the contacts themselves using #changename command. If this field is blank, it can be set initially by a CSV import or API/integrations update.

invalid-user-group

• This indicates that a row matched to an existing contact, but that existing contact is assigned to a different User Group than the one of the importing User.
• A User with an assigned User Group only has access to create, edit, and view contacts in their assigned User Group.
• When this occurs, the entire contact record is skipped.

mismatched-import-user-group

• This indicates that a row did not match to an existing contact, and the row has a value for a different User Group than the one of the importing User.
• A User with an assigned User Group only has access to create, edit, and view contacts in their assigned User Group.
• When this occurs, the entire contact record is skipped.

nonexistent-field

• An error occurred updating a contact record because the mapping includes a field that does not exist. This should not be possible.
• When this error occurs, the entire contact record is skipped.

phone-match-found-but-crmId-mismatch

• This error is produced because the contact you're trying to import has a different CRM ID - the unique identifier - than all existing contacts, which would normally result in the creation of a new contact, but has the same Phone as an existing contact. Since Phone is also a unique field, a new contact cannot be created.
• When this occurs, the entire contact record is skipped.

salesforce-crmid-collision

• For partners with the Mainstay Sync for Salesforce integration, nearly all errors are available in the Sync Results tab of that integration (installed in your Salesforce account).
• This error is the result of a particular sequence of events:
  1. A Mainstay contact (with no CRM ID) is updated.
  2. This uses the configured Matching criteria to find an existing Salesforce record.
  3. Salesforce then sends the matching record's Salesforce ID back to Mainstay. (This allows Mainstay to capture this CRM ID for future syncs.)
  4. This error occurs if there is a separate, different Mainstay contact with that CRM ID already. In that case, Mainstay's uniqueness constraints on the CRM ID field protect against duplicates. Therefore, Mainstay would be unable to save this CRM ID on the original Mainstay contact from Step 1.
  5. Since this error happens as a result of Salesforce's response to Mainstay's original request, the Salesforce integration is not aware of this error. Instead, this will be displayed in the Mainstay Sync Logs section.
• This would only happen if there were duplicate records on Mainstay, or if the Salesforce Matching criteria was so general that it treated 2 distinct records as duplicates, ie, over-eager matching.
• When this error occurs, the Salesforce record has already been updated, but the Mainstay record cannot be updated to take this Salesforce record's ID as its CRM ID.
• Both the Mainstay ID and Salesforce ID are presented. The recommended solution is to review Matching criteria and field mapping, and then eliminate one of the duplicate records on Mainstay.

unexpected-error

• This is the catch-all error that occurs when something unexpected goes wrong updating the contact data. We catch and report this error in order to prevent the entire import from failing due to a problematic contact record.
• When this error occurs, the entire contact record is skipped.

validation-error

• A validation error occurred when attempting to update a specific field. This means that something about the field’s value in the file didn’t adhere to the data requirements for that field.
  • For example, if a column was mapped to a boolean field, but the value was not a boolean (true, false) and could not be cast to one (ex: TRUE, FALSE), this error would be reported.
• When this error occurs, the entire contact record is skipped.