Restore missing attachment files

Due to the migration of our file storage, some files that were previously uploaded as attachments may not be visible in their original database locations within contact profiles.

You can still access the files within your account, but you will need to reattach them to the correct database field within each contact profile where they were initially uploaded.

We understand and sincerely apologize for the inconvenience this may have caused you. Rest assured, we are actively working to enhance our services and deliver an exceptional customer experience.

The following instructions guide you through the restoration of a missing attachment file within a contact's profile.

Before you start

Locate and make note of the contact's ID number. Attachment files that were migrated have been stored in your database within folders that are labeled by Contact ID. You will need the contact's ID number to locate the missing attachment file in Step 1. 

The Contact ID can be found within each contact profile. It can also be found alongside each contact name in Contacts > List.

Step 1: Locate and download the missing file

  1. Navigate to Settings > Files.

  2. In the Files view, locate the SiteUploads folder and expand it to view the list of folders labeled by Contact ID.

  3. Locate an individual attachment file by selecting the folder with the corresponding Contact ID.

  4. Download and save the file to your computer.

Step 2: Upload the file and save

  1. Return to the contact's profile.
    (You can enter the contact ID or contact name in Contacts > List > Simple search to locate it quickly.)

  2. In the Contact details tab click Edit

  3. Locate the database field where the file should be attached. Click Choose files and select the file you downloaded and saved in Step 1. This will reattach the file to its database field.

  4. Click Save in the top left corner of the screen.

Repeat the instructions on this page for each attachment file that appears to be missing.


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