Problem

The user import status is stuck in the Processing state, but no actual processing occurs.

Solution

Perform the following steps:

1. Check import details:
   • Log in to the MoEngage dashboard and review the import status details.
   • Imports often show as Processing or Pending.
2. Rate limits and multiple uploads:
   • This issue can occur if multiple files are uploaded within the same hour.
   • Files are processed based on the available rate limits per hour and per day. These limits can be checked on the import page (If your rate limits have been upgraded, contact your account manager or customer success manager to confirm the rate limits).
3. Pending State:
   • If the file remains stuck in the Processing state, it is likely in a Pending state.
   • The file will update once the rate limits are refreshed and processing resumes.
4. Check back later: 
   • You can revisit the import page later to confirm the imports have been completed.