Contacts Disappearing

Smart CRM & Sales Hub CRM
, ,
1

Hello,

At my previous company we used a customized pay version of HubSpot and I’m trying to showcase how useful HubSpot is at my new job.

Recently I am finding contacts disappearing with their call logs, notes etc. I find they are missing when I go to followup with a customer only to find they are no longer in the system. I go into the Restore Records Recycling Bin and there is nothing deleted in the lastd 90 days.

I have made sure no filters are on but the contacts/call logs are nowhere to be found.

I spoke to a representative and they said this is not possible, that I a must have deleted them, but I am positive I didn’t. Any suggestions?

2

Hi @MDack,

This is very strange. Could you confirm that you’re a super admin and can definitely access all records? Could you also confirm you’re not accidentally using multiple accounts? Manage multiple HubSpot accounts

Best regards

3

Yep I am a Super Admin and only use the desktop version at my new job so far. At my previous job I used the mobile app no problems though.

We only have 90 contacts so far so haven’t hit the 1000 free contact limit.

Thanks for any help! I’ve really liked using HubSpot in the past and want to try to get it utilized here at my new job.

4

@MDack I’m not referring to the difference mobile/desktop, but multiple portals. Can you follow the linked instructions to check if you have access to multiple accounts?

5

I understand now sorry about that. I just see one Account name and number.

6

@MDack thank you for confirming. If that’s not it, sadly I don’t know what it could be.

You could consider purchasing a month of any paid Starter subscription to get access to HubSpot technical support to troubleshoot this, maybe.

7

Not all the contacts have email addresses, lot of them only have the phone number and name, would this be the issue?

8

@MDack that wouldn’t make them disappear - how exactly are you searching for these records?

9

I go the Contacts / All Contacts page and then in the “Search name, phone, email” search box I start typing their name and select the appropriate result.

Contacts.JPG
Contacts.JPG669×206 13.2 KB

10

@MDack to rule out search issues, have you scrolled through your list of less than 100 records to find them? If certain fields aren’t filled, a search would fail.

11

Yeah I went through the list to see if maybe I had spelled a contact’s name incorrectly but they still weren’t there. Tried searching by last or first name. So weird.

And I know how when you attempt to delete a contact a large red box pops up to confirm and we haven’t seen anything like that. I thought surely it was a filter but still not finding them. So odd.

Thanks for trying help Mr. Köhler! I appreciate it.