Your import undo failed or only partially reversed
This page covers what to do when an import reversal didn’t finish as expected.
How to fix it
Section titled “How to fix it”The undo seems to have completed, but some members are still in the system
Section titled “The undo seems to have completed, but some members are still in the system”Members kept due to activity: If you chose “Keep those members, roll back the rest,” members who logged in, paid, or registered for an event since the import were deliberately kept. This is expected. The undo confirmation message tells you exactly how many members were kept and how many were removed.
Items still in use: Membership levels, custom fields, or tags created inline during the import are not removed if they’re in use by other records. A note in the undo confirmation tells you which items were kept.
If you expected a member to be removed but they weren’t, check whether they had any activity since the import. Go to their member profile and look at the recent activity section.
“Undo failed” badge in the import history
Section titled ““Undo failed” badge in the import history”If the import history shows a failed undo:
- Wait a few minutes and try again from the ⋮ menu on the import row. Transient failures sometimes resolve themselves.
- If a second attempt also fails, contact support. The import row shows an import ID — include it when you contact support so the team can check the reversal job’s error log.
“Window expired — contact support”
Section titled ““Window expired — contact support””The 48-hour undo window has closed for this import. You can no longer reverse it through the interface. To request a manual reversal, select Contact support on the import history page. Include:
- The import ID (shown in the history list)
- When the import was committed
- Why you need the reversal
Support reviews manual reversal requests case-by-case and may need to coordinate a maintenance window.
Only some records were reversed
Section titled “Only some records were reversed”If the undo job finished but fewer records were reversed than expected:
- Download the undo log from the import row’s ⋮ menu — it shows which records were skipped and why.
- Common skip reasons: records were updated by another import after this one ran, records were manually modified after the import, or Stripe payment records have already settled.
- For skipped records that need to be removed manually, contact support with the undo log attached.
If that didn’t work
Section titled “If that didn’t work”Contact support with the import ID and, if available, the undo log from the import row’s more-actions menu. The support team can manually review the reversal manifest and complete any records the automated job couldn’t process.