Data import problems
A stuck wizard step, validation you cannot clear, ambiguous dates, a part-finished run, imported clients missing from marketing, rows noted as parked, and the 24-hour undo.
Data import problems
Most import trouble is caught before anything is written to your venue. The wizard will not let you past a step while something is unresolved, so a stuck step is usually the system protecting your data.
I cannot find Data import
It is not a tab and it is not in the sidebar. Sign in as an admin, open Settings, stay on the Profile tab, scroll to Data import, and click Open Data Import. Team member logins cannot see it or run it.
Continue is locked on Upload
Every file needs a label: Client list, Booking history or Staff list. A file left as Not sure blocks the step. A file laid out as a printed report rather than a table is reorganised first, which can take a few minutes on a big file, so leave the tab open and wait. Use Undo (use the original) if the tidy-up went wrong.
The importer did not recognise my old system
It does not try to. Your columns are matched to ResNeo fields on Map, so any Excel or CSV export works. If the guesses are poor, open Tell the AI about your data (optional), describe your file in plain English, and click Save & re-run AI mapping. Anything a file is still missing is listed under Before you can continue, this file needs:.
Validate will not let me through
Settle everything it flags:
- Ambiguous dates detected means a date such as 03/04 could be read two ways. Choose DD/MM/YYYY (UK) and click Apply and re-validate. Get this wrong and every booking lands a month out.
- For clients who already exist, set each row to Update existing or Skip row, or use Skip all duplicates.
- For unreadable emails, choose Import anyway or Skip row, or Import all without email where invalid. View row shows the actual line from your file.
Download report CSV gives you the whole list to work through offline.
Validate says rows repeat or overlap
A booking file is checked for double bookings. A row with the same person, date, time, service and staff member as an earlier row is skipped, so the appointment is not brought in twice. An appointment from today onwards that overlaps another on the same calendar, in your file or already in your calendar, gets a warning that names both. That warning does not stop the import: both are brought in as your file has them, so fix the file first or move one in your calendar afterwards.
Step 6 says the import has not started
An import only starts when you press Review & approve on Validate, then Approve & start import. Opening step 6 any other way shows This import has not started yet, and nothing has been written. Click Back to Validate.
The import stopped part way
Importing runs large files in batches and saves as it goes, so you can leave the page and come back to that step to pick it up. If it ends on Import failed, the reason is shown underneath. If it finishes, Import complete gives you the counts and Skipped rows, plus Download import report (CSV) listing what was left out and why.
Imported clients are skipped by a bulk message
A bulk message from Contacts only goes to clients with marketing permission. An import gives every client it creates Marketing consent, unless your file said they opted out: a No in a marketing consent column, a Yes in a column you mapped to Opted out of marketing, or a No to email or SMS marketing. One no beats any yes, and a blank or unclear cell leaves the default in place.
A client who was already in ResNeo keeps any marketing choice they had made there. An import only ticks Marketing consent for someone who has never made a choice, and it never signs anyone back up after they opted out. When an import does change an existing client's setting, that change appears on their timeline in Contacts, credited to the admin who ran it.
To let someone hear from you, open them in Contacts, then Preferences, tick Marketing consent, untick Opt out of marketing, and click Save marketing preferences. Only do this for someone who agreed to hear from you.
Rows imported with a note about a parked service
If your venue is in a venue collective, any service of yours that is not on the collective's booking page is parked and cannot take new bookings. Bookings you import for a parked service are not dropped: they are brought in, they work as usual, and they are flagged under Rows imported with a note and in the report CSV so you know. Only bookings for today or a future date pick the note up. There is nothing to fix. The service can take new bookings again once it is on the collective's page, or once your venue leaves the collective.
Undo, and its 24 hours
A completed import shows Undo available until a date and time on the Data import screen. The clock starts when the import finishes, not when you approve it. Undo deletes the clients, bookings, services, staff and calendars it created, and puts updated clients back as they were, losing any edits you made since. A client you have booked again since the import, or added a form or file to, is kept so that nothing you did since is lost, and the Data import screen names who was kept. A service or calendar still used by a booking that did not come from the import is kept too. It also puts each client's marketing setting back to what it was before the import and records that on their timeline. The exception is marketing changed since: an unsubscribe, or a change made by the client or your team after the import, is kept.
Past the deadline the button stays on screen but tells you the 24 hours have passed, and nothing changes. If Undo stops part way, the row says Undo did not finish: press Undo again to finish it. Delete is not a substitute: it only removes the session and its uploaded files, and leaves your data where it is.
Still stuck
Open Support with the session id from the Data import screen, the report CSV, and a redacted sample of your original export.