Entered contacts are merging with other records

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Brops2021
Member

We have recently had contacts when, either entered manually into Hubspot or information coming over from our e-commerce site, are merging information to other accounts. We have tried entering the information on different browsers but still having the problem.  Is anyone else having the same issue?

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Accepted Solutions
karstenkoehler
Solution
Hall of Famer

Hi @Brops2021,

 

There are multiple potential reasons for this. HubSpot will usually not merge contacts on its own, only when one of the following is the case:

 

An integration is making the changes. Some apps have the permissions and capabilities to do so. You could check under Settings > Integrations > Connected apps if there's a potential wrongdoer in there.

 

A contact submits a form after clicking on a link that was meant for another contact. HubSpot marketing emails use personalized links. If another person uses such a link, HubSpot still assumes that it's the same one. This can be avoided by selecting the "Always create contact for new email address" option in the Options tab of an email.

 

Lastly, contacts could be merged by a second identifier, the Contact ID. If someone exports, updates and re-imports contacts into HubSpot using the Contact ID, incorrect information in the updated file could cause contact information to jumble and be assigned to the wrong contact.

 

Which of these is the case can easily be confirmed by navigating to a contact record and checking the contact record. Scroll down in the left record sidebar of a contact that was merged, find the View property history button and trace the log back to the point when the change in question was made. You should find a clue as to what triggered the merge there.

 

Best regards!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


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karstenkoehler
Solution
Hall of Famer

Hi @Brops2021,

 

There are multiple potential reasons for this. HubSpot will usually not merge contacts on its own, only when one of the following is the case:

 

An integration is making the changes. Some apps have the permissions and capabilities to do so. You could check under Settings > Integrations > Connected apps if there's a potential wrongdoer in there.

 

A contact submits a form after clicking on a link that was meant for another contact. HubSpot marketing emails use personalized links. If another person uses such a link, HubSpot still assumes that it's the same one. This can be avoided by selecting the "Always create contact for new email address" option in the Options tab of an email.

 

Lastly, contacts could be merged by a second identifier, the Contact ID. If someone exports, updates and re-imports contacts into HubSpot using the Contact ID, incorrect information in the updated file could cause contact information to jumble and be assigned to the wrong contact.

 

Which of these is the case can easily be confirmed by navigating to a contact record and checking the contact record. Scroll down in the left record sidebar of a contact that was merged, find the View property history button and trace the log back to the point when the change in question was made. You should find a clue as to what triggered the merge there.

 

Best regards!

Karsten Köhler
Digital Marketer | HubSpot Freelancer | CRM Consultant

Beratungstermin mit Karsten vereinbaren


Did my post help answer your query? Help the community by marking it as a solution.

View solution in original post

0 Upvotes