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Custom Import
Last updated on: June 27, 2023

Ontraport provides you with tools that allow you to easily import your contacts and their data into your account. However, there are some types of data that must be imported by our team, such as:

  • Credit Cards
  • Open Orders (subscription payments and payment plans)
  • Purchase History
  • Affiliate/Partner Referral Data
  • Notes

If you are interested in having our team perform any or all of these custom imports for you, please follow the instructions below to prepare your data, and submit it for your custom import request to concierge@ontraport.com.

Before you begin the custom import process, it’s important to understand:

  1. Importing custom data is a specialized process that can only be completed by our Engineering team. It is not possible for you or the Client Experience team to import this data.
  2. The cost of a custom import is $150/hour, and typical imports take between 1-4 hours each. Please note, imports can take longer depending on the complexity of your needs.
  3. To ensure that your sensitive data is protected, Ontraport will not retrieve or format any of the data and/or files required for your custom imports.
  4. Ontraport will not contact your third party providers to discuss the data you’ve provided.
    • The only exception is importing credit card information where the Engineering team works with the PCI compliant provider to import your data.

Project Breakdown

Here’s what to expect when you submit a custom import request:

  1. Once you submit your request to concierge@ontraport.com, the Engineering team will review your ticket and provide an estimate of the total required work hours and days to complete the project.
  2. After the estimate is handed off to the concierge team, we will send the account owner our “Custom Import Project Terms & Conditions” which includes your estimate and total cost for the project.
    • Note, projects are billed 50% up front and 50% upon completion.
  3. Upon receiving your signed terms and conditions, your files will be sent to the Engineering team to be imported.
  4. When the project is complete, you will be billed for the remaining 50%.


Prepare your data

In order to import your data as quickly as possible, please follow these guidelines when preparing and formatting your CSV file:

  • Date Format: If you are importing dates, use the YYYY-MM-DD or YYYY-MM-DD HH:MM:SS format.
    • “HH:MM:SS” is optional unless it’s included in your data fields.
  • Currency Format: Format your prices using exactly two decimal places (i.e., forty six dollars and twenty cents is 46.20). If your account’s currency code doesn’t support decimal places, such as JPY, you don’t need to include them.
  • Column Header Format: Your CSV column header names need to exactly match the example “Import CSV Column Name” provided in each section — they are case-sensitive.
  • Specify if you’d like to create new contacts if no match is found for a credit card, purchase or open order.
  • Remove any blank column headers or blank lines from your CSV.


Credit cards

Importing credit card information is a PCI compliant process, and all information must be sent from one PCI compliant processor to another — we cannot accept credit card data directly from individuals or businesses that are not PCI compliant processors. Please do not send any credit card data to us.

If you have credit card information on file, please contact concierge@ontraport so we can determine the best method for importing.

To import credit card data:

  1. Obtain contact information from your current PCI compliant processor holding the card data. This will be the person you designate to work with Ontraport to transfer the information securely.
  2. Advise them that you have asked Ontraport to transfer the credit card data.
  3. In most cases, they will have a “ticket” or “issue number” assigned for the upcoming transfer.
  4. Contact our concierge team at concierge@ontraport.com with the contact information and ticket or issue number.Ontraport will work directly with your current PCI compliant processor to transfer the credit card data.

The file provider must send Ontraport a CSV file with the following information:

  • Card Number
  • Expiration Date
  • Email Address – can be omitted if ‘contact ID’ is present
  • Contact ID – can be omitted if ’email address’ is present
  • Cardholder Billing Address
  • Cardholder Billing City
  • Cardholder Billing State
  • Cardholder Billing Zip Code
  • Cardholder Billing Country

The cardholder’s address will be used to construct the credit card data record unless you explicitly instruct us not to.

The imported credit cards can continue to process recurring payments without requiring your customers to re-enter their credit card details, if you have also imported “open orders.”


Open orders

If you want to import existing subscriptions or payment plans into your account, you can request a custom import for your open orders. Open orders are imported separately from purchase history and credit card details and can be imported to one payment gateway only.

To get started:

  • Import your contact’s credit card information
  • Set up your payment gateway so we can assign the order to it.

To create your CSV:

Create your file’s column names using the exact name provided under “CSV Column Name” and include the following fields:

Follow the formatting guidelines for dates

Ontraport FieldCSV Column NameNotes
EmailemailOptional if you include “contact_id”
Contact IDcontact_ID(Optional) The contact ID in the app.


If you don’t include this we match on email.

First NamefirstnameOptional if you include “fullname” or “contact_id”
Last NamelastnameOptional if you include “fullname” or “contact_id”
Full NamefullnameOptional if you include “firstname” and “lastname” or “contact_id”
Product Nameproduct_nameIf the product doesn’t yet exist in your account it will be created
PricepriceFollow the currency formatting guidelines
Quantityquantity
Original Charge Datepayment_first_date(Optional) The date the open order was first charged
Next Charge Datepayment_next_dateThis is the next date that we’ll attempt to charge the card for this open order.


Follow the formatting guidelines for dates.

Important: If your next charge date is on or before your import date (PST), the open order will be charged on the next subscription billing run. If you have any questions about this, contact support@ontraport.com.

Billing Statusbilling_statusThe payment status of your open order


Choose from:

  • current
  • past_due
TypetypeWhat kind of open order you’re importing


Choose from:

  • subscription
  • payment_plan
RaterateThe billing frequency of the open order you’re importing


Choose from:

  • day
  • month
  • quarter
  • year
Payments Remainingpayments_remainingThe number of payments remaining — add “0” for recurring subscription.


Project delivery

The last step of the process is to inspect and approve a CSV that we’ll send you — generally by 12:30 P.M. PST — a complete list of open orders that were created, their corresponding contact names, proposed next charge dates and amounts in a CSV.

To complete your import, you must inspect and approve the CSV by 6:30 P.M. before that night’s subscription billing run. If approval is not completed, all of the open orders will be deactivated until further notice.


Purchase history

You can import your contacts’ existing purchase history information into their records.

To create your CSV:

Create your file’s column names using the exact name provided under “CSV Column Name” and include the following fields:

Ontraport FieldCSV Column NameNotes
EmailemailOptional if you include “contact_id”
Contact IDcontact_ID(Optional) The contact ID in the app.


If you don’t include this we match on email

First NamefirstnameOptional if you include “fullname” or “contact_id”
Last NamelastnameOptional if you include “fullname” or “contact_id”
Full NamefullnameOptional if you include “firstname” and “lastname” or “contact_id”
Citycity
Statestate
Zip Codezip_code
Countrycountry
Purchase Datedate
Unit Priceprice
Quantityquantity
Purchase totaltotal
Product Nameproduct_nameThe name of your product in Ontraport.


If the product name doesn’t exist in your account it will be created for you.

Payment StatusstatusThe collection status of the purchase


Choose from:

  • paid
  • refunded
  • void
  • writeoff
  • declined
  • collections


Affiliate/Partner referral data

Ontraport can import your affiliate or partner referral data so you can continue crediting your partners for the referrals they made in another account or system. To get started:

  1. Create a Partner Program in Ontraport
  2. Make sure that your partners are saved as contacts in your account — you can import this information normally.
  3. Provide us with two CSV files:

CSV #1:

This file identifies your partners and which program they belong to.

To create your CSV, include the following fields:

Ontraport FieldCSV Column Name
Your partner’s emailPartner Email
The name of the partner program they belong toPartner Program

CSV #2

: This file identifies the contacts who have been referred to you, and their first and last referrer.

If you’d like more information about first and last referrers in Ontraport, check out this article.

To create your CSV, include the following fields:

Ontraport FieldCSV Column Name
Your referred contact’s contact IDContact ID
Their first referrer’s contact IDFirst Referrer
Their last referrer’s contact IDLast Referrer


Notes

In Ontraport, the Notes section can have notes submitted by the contact on a form or by you or your team member from within Ontraport.

To create your CSV, include the following fields:

Ontraport FieldCSV Column NameNotes
Your contact’s email addressEmail
The Ontraport user ID of the authorAuthor ID
The text to add to the noteNote
The date the note was createdDateFollow the formatting guidelines for dates
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