Your import undo failed or only partially reversed

This page covers what to do when an import reversal didn’t finish as expected. You can undo an import for 48 hours after it finishes, and an undo can’t itself be undone.

How to fix it

The undo finished, but some members or memberships are still there

When an undo finishes, the import’s status in the import history changes to Undone. MapleGather doesn’t show a summary or a count of what was reversed and what was kept.

An undo deliberately keeps anything that has been used or changed since the import, rather than silently reverting it:

Memberships in use or changed since the import are kept. A membership the import created stays if something now refers to it — a subscription, a membership application, an invoice, a payment, a wallet pass or a household — or if it has been renewed, cancelled or moved to another level since the import.
Members who still hold a membership are kept. A member the import created isn’t archived if they still hold a membership afterwards — one the undo kept, or one given to them since by another import or an administrator.
Status changes are only partly undone. An existing member whose status the import changed goes back to their earlier status, unless their status has changed again since or another membership now supports it. The undo doesn’t change any other details of existing members.
Membership levels, custom fields and tags created during the import stay. An undo doesn’t remove them.

Everything else the import created is reversed: its other memberships are removed and the members it created are archived. To see what’s left, open the member list — archived members are hidden unless you turn on Include archived.

To correct what was kept, change the records directly: edit them, or archive the ones that shouldn’t be there (see The undo window has closed for where).

The undo is taking longer than 15 minutes

An undo usually finishes within a few minutes. If it has been running for more than 15 minutes and hasn’t failed, the import’s row in the import history still shows Undoing, with Undoing · over 15 minutes beside it, and the import history checks again every 15 seconds. If you have the import’s progress screen open, it shows “This undo hasn’t finished after 15 minutes” — “If it’s still running, it will finish on its own, and this page checks again every 15 seconds. Retry undo only restarts it if it has stopped: go to Migration, open the import’s actions and choose Retry undo.” with a Go to Migration link.

Give it a little longer first: if the undo is still running, it finishes on its own and the row changes to Undone. If it stays like this, retry it (the steps are in the next section). Retrying only restarts the undo if it has stopped. If it’s still running, the retry dialog shows “This undo is still running. Wait for it to finish, then refresh the page.” and nothing changes.

The import shows “Undo stalled”

An undo runs as one all-or-nothing step. If an attempt fails, the import’s status in the import history changes from Undoing to Undo stalled, and none of that attempt’s changes are saved. If you have the import’s progress screen open, it stops updating and shows “This undo stopped before it finished” — “None of its changes were saved.” followed by why it failed, then “To finish undoing this import, go to Migration, open the import’s actions and choose Retry undo.” with a Go to Migration link.

Why it failed is one of:

“Other changes to the same members were being saved at the same time.” — Someone (or another process, such as another import) was changing the same members while the undo ran. A retry often works once those other changes are saved.
“Some of this import’s records changed in a way the undo can’t reverse.” — Records the import brought in were changed in a way the undo can’t work around. Retrying may hit the same problem. If it fails 3 times, correct the records directly (see The import shows “Undo failed”).
“The undo hit an unexpected error.” — Something went wrong inside MapleGather. Retry the undo.

To finish the undo:

Go to Migration.
On the import’s row, select the ⋮ menu and select Retry undo.
The Retry this undo? dialog opens: “This undo stopped before it finished, and none of its changes were saved.” followed by why it failed, then “Retrying runs the whole undo again.” (For an undo that’s taking longer than 15 minutes it reads “This undo hasn’t finished after 15 minutes. If it’s still running, it will finish on its own; Retry undo only restarts it if it has stopped.”) Choose a reason from Reason for undoing (required — without one the dialog shows “Select a rollback reason”) and select Retry undo.
The row shows Undoing with Undoing · Live beside it again, then Undone when the undo finishes.

The 48-hour window doesn’t apply to a retry: you can retry a stalled undo even after the window has closed. Retrying needs the same permission as an undo. An undo can be retried until it has failed 3 times.

The import shows “Undo failed”

After an undo has failed 3 times, MapleGather stops retrying it. The import’s row in the import history shows Undo failed, and Retry undo is no longer in its ⋮ menu. The import’s progress screen shows “This undo failed 3 times and won’t be retried” — “None of its changes were saved.” followed by why it failed, then “To reverse what this import added, open Members and edit or archive the members it created.” with a View imported members link if your role can view members.

None of the failed attempts changed anything, so everything the import added is still there. To reverse it, change the records directly:

Select View imported members — on the progress screen, or in the import’s ⋮ menu in the import history. Members opens showing only the members this import created (not existing members it matched by email), with a Created by one import — show all members chip; select the chip to see everyone again. (You need permission to view members to see the link; otherwise open Members and find them yourself.)
Archive the members that shouldn’t be there — one at a time or by selecting several and choosing Archive (see Archive and restore a member and Run a bulk operation on multiple members).
Edit any member whose details the import changed — see Edit a member record.

The undo dialog says the import can’t be undone

When you confirm an undo (or retry a stalled one), MapleGather can refuse it. The dialog stays open and shows a red message saying why:

“This undo is still running. Wait for it to finish, then refresh the page.” — (when you retry) The undo hasn’t stopped: it’s still running, or another administrator retried it first. Wait, then refresh the page to see its latest status.
“This undo failed 3 times and can’t be retried. Refresh the page to see what to do next.” — (when you retry) The undo has failed 3 times. Refresh the page; the row shows Undo failed — see The import shows “Undo failed”.
“This import can no longer be undone — the 48-hour undo window has closed.” — The import finished more than 48 hours ago. Undo is only available for 48 hours after an import completes, and that time ran out before you confirmed. This import can no longer be reversed.
“This import can’t be undone in its current state. Refresh the page to see its latest status.” — Only a completed import can be undone, and this one isn’t in that state any more. Usually someone else has already undone it, or an undo is in progress. Refresh the page: the import’s row in the history shows its latest status.
“This import no longer exists. Refresh the page to see your imports.” — The import is no longer there. Refresh the page to see your current import history.
“You can’t undo this import because it changed members who were already in your database, and your role covers only some members. An administrator whose role covers all members can undo it.” — Your role can manage imports, but only for some members (some membership levels or tags), and this import changed members who were already in your database before it ran. Ask an administrator whose role covers all members to undo it.
“You can’t undo this import because it created memberships at levels your role doesn’t cover. An administrator whose role covers those levels can undo it.” — Your role can manage imports, but only for some membership levels (or only for some tags), and this import created memberships at levels outside them. Ask an administrator whose role covers those levels to undo it.

Select Cancel to close the dialog.

The undo window has closed

After 48 hours an import can’t be reversed in MapleGather — not from the import history and not on request. The row stays in your import history, but Undo is no longer in its ⋮ menu.

To correct what the import brought in, change the records directly:

Edit a member to fix wrong values — see Edit a member record.
Archive members who shouldn’t be there, one at a time or by selecting several in the member list and choosing Archive — see Archive and restore a member and Run a bulk operation on multiple members.

If that didn’t work

An import can’t be reversed in MapleGather once its 48-hour window has closed, and no manual reversal is available. Correct the records directly by editing or archiving them, as described above.