Mutual customer saying `hutk` does not match existing contact

[lauracallrail]

Hello Hubspot team, 

We have an integration from our platform CallRail to Hubspot that searches for existing Contacts, creates new Contacts if none are found, and post Engagements for Phone Calls, SMS, and Form Submissions.

Our tracking cookie looks for hubspot cookies (hutk) and first queries the contacts endpoint by the cookie to see if a contact exists related to that cookie. 

We have a mutual customer that is reporting the cookied visitor we are detecting is *not* the same as the contact the API is returning. They have reported multiple examples over the last few weeks, here are some example hutks where they have reported this discrepancy:

c8faa7f64b9b17cdb83844e71ce27596

e31156d64239b79329fd855ac166fd5c

0d9fdbd648ba29d3c1c32115daaef4f1

cac5b374e4e423cc96a4900206d6b672

0f503a5bfdcf0e1791f85f56bb03edde

6150bc93c46ff78196004aaedb7c630a

The customer's Hub ID is 3984468

Are you aware of anything that could cause a hubspot cookie to be issued to multiple visitors? Or that could generally cause this issue?

[webdew]

Hi @lauracallrail ,

You can directly trigger on contacts and make the workflow accordingly.

Hope this helps!

If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards. 

[lauracallrail]

Unfortunately that does not help us. This is not specific to workflows, and
we do not have the contact vid at the time of the API call - that is why we
are querying the contacts endpoint by `hutk`, which we are getting from a
tracked web session.

[dennisedson]

@himanshurauthan ,

any thoughts here?