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Hello, 

I've run into an issue where multiple invitees have personally reached out to say they had not received an invitation email. I thought no problem, assuming it was an issue with importing a faulty or incorrect email address, I went to update their contact... only to find their contact record doesn't exist, and that the email that was sent was the correct one. Double checking, I've discovered about half of the contacts that I uploaded via invitee import cannot be found in the Contact Address Book, even though I specifically marked the box "Insert new contacts and update existing contacts."

What can I do to remedy this? It seems most of the invitation emails were delivered, and at least on the event-side all of the imports have become attendee records, but still lots of gaps with contact records. Might this impact emails and registrations?

I appreciate any and all help!

Hi Alison - 

Based on what you describe, it sounds like your account might have Contact Snapshot turned ON which means that the contacts that you are uploading and adding into your event are being added only to your event and not into the Address Book.  You may want to check with your Cvent System Admin about this and see if this is an error or set up by design.  

Here's a Knowledge Base article that explains more about how Contact Snapshot works:  

https://support.cvent.com/s/communityarticle/Using-Contact-Snapshot?is_article=true&lang=en_US&searchFor=contact%20records

Each account is different in how contacts are added and maintained with Cvent's Address Book, so it's best to check with your System Admin or Cvent Customer Success Manager before making any changes to settings or configurations.

So to answer your question, Yes, it could impact emails and registrations.  If you are not already using it, you should also make the "Sent Email Details" report your best friend.  That report will confirm who was sent what report and when and if it bounced back or was opened.

Hope this helps!

Hello, 

I've run into an issue where multiple invitees have personally reached out to say they had not received an invitation email. I thought no problem, assuming it was an issue with importing a faulty or incorrect email address, I went to update their contact... only to find their contact record doesn't exist, and that the email that was sent was the correct one. Double checking, I've discovered about half of the contacts that I uploaded via invitee import cannot be found in the Contact Address Book, even though I specifically marked the box "Insert new contacts and update existing contacts."

What can I do to remedy this? It seems most of the invitation emails were delivered, and at least on the event-side all of the imports have become attendee records, but still lots of gaps with contact records. Might this impact emails and registrations?

I appreciate any and all help!