Synchronization & import

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.

Fields aren't filling in correctly from Entra

Two possible causes:

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;
that row's import mode: in "Fill if empty", a field that is already filled is never updated; in "Don't import", nothing is ever written. See Import mode, field by field.

If the attribute you're after is missing from the list of sources, run Detect extension attributes from the Mapping tab.

A field is locked and cannot be edited

A padlock on a field (on the user's record or on the edit link) means it is managed by Microsoft Entra and that its mapping row is set to Always overwrite: the sync would overwrite it anyway.

To make it editable, switch that row to Fill if empty (or Don't import) in the field mapping. See Locked fields.

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.