An Import Is Stuck Or Didn't Come In Correctly

If your book import seems stuck or the data came in wrong, check first which kind of import you ran.

Direct Imports Vs CSV/Excel Manual Mapping

• Direct imports (Filogix, Finmo, Velocity) - immediate. Clients should appear within minutes of upload.
• CSV/Excel/Numbers - go through manual mapping on our end. Turnaround is up to 1 business day.

If you uploaded a CSV, Excel, or Apple Numbers file, give it up to a business day before assuming something's wrong.

"Pending Mapping" - What It Means

After a CSV/Excel upload, you'll see your file listed with Pending Mapping status. That means:

• We received your file.
• Our team is reviewing the columns to map them to BrokerPlus fields.
• This takes up to 1 business day.

You don't need to do anything during this window. We'll email you when the mapping is complete and the clients are loaded.

If We Couldn't Match Your File's Format

Sometimes an upload doesn't match a known export format. Instead of waiting, you'll get an instant review of your columns - what we can do with the data and which fields are missing (usually a clean interest rate, current balance, or a separate maturity date). From that review you can:

• Import anyways - bring in everything we did map (names, contact info, mortgage amounts, maturity dates) even when some fields like rates are missing. You get a contactable renewal list now and can enrich it later.
• Reupload a cleaner export with the missing columns for a sharper result.
• Book a support call if you'd like a hand mapping it.

Importing anyways never blocks you - rows without a rate still come in, they just won't show refinance savings until a rate is added.

If Your Direct Import Didn't Bring Clients In

For direct imports that didn't deliver clients:

1. Check that the export file from Filogix/Finmo/Velocity is complete (sometimes those tools require specific export settings to include all fields).
2. Re-upload if the file looks incomplete.
3. Check Settings > Import to see the status of your latest upload - failed imports show an error message.

If the import preview says all rows were skipped because the export has no borrower name columns, the file was generated without borrower fields - common with custom Velocity reports. Re-run the standard Deals export (or add the borrower name columns to your report) and upload that instead.

If The Mapping Is Wrong

If we mapped your CSV but the data came in wrong (mortgage balances in the rate column, etc.):

1. Contact support with the import filename and the specific issue.
2. We'll re-map and re-import.
3. Don't try to re-upload the same file without telling us - you'll create duplicate clients.

Re-Uploading After A Fix

If you've fixed your file (added missing columns, corrected formatting):

1. Go to Settings > Import.
2. Upload the corrected file.
3. We'll re-process. For CSV/Excel, it goes back through manual mapping (another up-to-1-business-day cycle).

We deduplicate based on matching identifiers (lender + account number, or similar), so re-importing a corrected file generally updates existing clients rather than creating duplicates - but if you're unsure, contact support first.

File Format Tips For CSVs

To speed up our manual mapping:

• Use clear column headers (e.g., "Mortgage Balance", "Current Rate", "Maturity Date").
• Use consistent date formats (e.g., YYYY-MM-DD).
• Don't merge cells or use complex formatting.
• Keep it to one sheet - multi-sheet Excel files can confuse the mapping.

What To Do Next

• See the full import flow: Importing Your Book Of Business.
• Add one-off clients manually instead: Adding A Client Manually.