Troubleshooting
Synchronization & import
Resolve Microsoft Entra synchronization and import issues.
Microsoft Entra sync isn't bringing in the right people
- Check the selected groups and the filters (department, job title, site): only matching users are synchronized.
- After the first full synchronization, updates happen in real time — run a full sync if you've just changed the filters.
- Review the synchronization history in the integration to spot errors.
See Microsoft Entra ID.
Fields aren't filling in correctly from Entra
Check the field mapping (the match between Entra attributes and ECARD fields / custom attributes). An attribute that's empty on the Entra side stays empty on the ECARD side.
The CSV import fails or creates duplicates
- Prepare a clean file: one row per person, one valid email per row (the email is the anti-duplicate key).
- Check the column mapping at import time.
- Entries with an email that already exists are detected as duplicates.
See Import.
An integration's configuration is greyed out / unavailable
Integrations are limited to owners and administrators, and may depend on your plan. See Integrations and Subscription.
Still stuck?
Contact support via the chat bubble, stating the source (Entra or CSV import), the groups / filters applied and an example person or field involved.