We use Hubspot with over 2000 contacts for our retail business.
We have recently noticed that some contacts addresses have changed.
This has not been done by myself or my colleague and some of these are repeat, longstanding customers so luckily we partially know their addresses, so realise they are now appearing incorrectly. It is usually just one element of the address e.g. the city or country.
The only thing that has changed, is that before Christmas we used Hubspot for the first time to send out a marketing email to our database.
Could a setting have been changed? I just can’t understand how these have changed on their own.
I would start there to see when and how the address property changed. That should give you a starting point.
In HubSpot, contacts are based on their email address as the unique identifier. So if an import was done with those emails, and a line was off that moved street addresses up or down, HubSpot would overwrite the existing addresses with the new data, even if it’s not supposed to be there in the spreadsheet. That’s the only thing I can think of.
If you can find specific contacts whose addresses have changed, you can check out the property history to see when the change was made and what changed it (here is the official HubSpot Knowledge Base article).
I haven’t heard of a marketing email send changing records before, but I would check to make sure that:
You don’t have any workflows that are automatically updating address properties
You don’t have any integrations (i.e., ZoomInfo, Salesforce) that could be overwriting the data you have in HubSpot
You didn’t import a list of contacts with new information (overwriting the old data) before the email send
Hope this helps you get to the bottom of the changes!!
