CRM

KateH
投稿者

Contacts with the same IP address are being over-written

解決

I have noticed on a number of occassions now that if someone fills in a form from an existing IP address that it overwrites the contact record.  I have records where all the communication is mixed up between two different people and they are put into lists and work flows.  this messes up the history on a contact.

 

I am having to split the contacts manually and try and work out who should be in which list!

 

Anyone else had the same problem and is there a way around it?

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MatthewShepherd
解決策
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Contacts with the same IP address are being over-written

解決

Hi @KateH 

 

Yes, this can happen where contacts are sharing computers and your forms are using cookie tracking to recognise contacts. The answer to this thread 

 

https://community.hubspot.com/t5/Lead-Capture-Tools/Can-I-recreate-contacts-that-were-overwritten-by...

 

walks through how to turn off cookie tracking on forms (stops forms prepopulating) and how to restore contact's details.

 

Does this sound like the issue you are having?

Matthew Shepherd

Freelance HubSpot Consultant
CRM Consultant | SEO Specialist

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

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MatthewShepherd
解決策
キーアドバイザー

Contacts with the same IP address are being over-written

解決

Hi @KateH 

 

Yes, this can happen where contacts are sharing computers and your forms are using cookie tracking to recognise contacts. The answer to this thread 

 

https://community.hubspot.com/t5/Lead-Capture-Tools/Can-I-recreate-contacts-that-were-overwritten-by...

 

walks through how to turn off cookie tracking on forms (stops forms prepopulating) and how to restore contact's details.

 

Does this sound like the issue you are having?

Matthew Shepherd

Freelance HubSpot Consultant
CRM Consultant | SEO Specialist

Did my post help answer your query?Help the community by marking it as a solution.
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Evans4316
投稿者

Contacts with the same IP address are being over-written

解決

While this is a possible solution...This doesn't work for us.

 

Our management wants cookie tracking.  I'd prefer to have the option to approve these situations as they occur and not have the information automatically overwritten and combined.  Right now...I just stumble across these situations and they are just a pain!

hsharp
参加者

Contacts with the same IP address are being over-written

解決

Exactly. If we need to force a contact split even though they share the same ip/computer, we should be able to do so and be able to have two different contacts having two different email addresses, yet one ip/computer. This issue has really messed up the CRM records where this occurs and we can't get the right email to the right contact because of it, and our sales team gets frustrated when they see the incorrect email/name getting synced, and the sync won't even work with dup prevention measures in place.

Disabling the cookie tracker is just not an option and would contradict everything Hubspot says about the importance of tracking this information & personalizing emails.

They need to figure it out.

RocketDollar
参加者

Contacts with the same IP address are being over-written

解決

Agree with this on this old thread. This always causes issues for us when a spouse, friend, or financial advisor uses the same computer.  Both the original person (usually a customer of ours) and the new person (usually becoming a new customer) The only solution we have is telling them to use an incognito browser window when signing a form.  It's had a few of our customers miss very essential customer emails. 

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Evans4316
投稿者

Contacts with the same IP address are being over-written

解決
Turning off cookies is not an option for us.

Not having a way of knowing when 2 customers are using the same computer
and stepping on a HBS record is really, really a pain. Usually, it's
something I stumble over and then have to manually split the records.

There has to be a solution! Maybe an approval process to either merge the
records or create a new record!
KateH
投稿者

Contacts with the same IP address are being over-written

解決

Thanks Matt, yes that does help!!

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MatthewShepherd
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Contacts with the same IP address are being over-written

解決

Glad to hear it. If this answered your question, could you mark my answer as a solution, please?

Matthew Shepherd

Freelance HubSpot Consultant
CRM Consultant | SEO Specialist

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