I keep getting contacts with multiple email addresses added to the same contact

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Occasional Contributor

I keep finding contacts that aren't created correctly. They'll have a single name, and then an ever growing list of email addresses associated with them. When I send emails instead of creating new contacts it's adding the new email addresses to an exisiting contact. I just delete them. 

 

I used to use the HubSpot integration chrome plugin. Now I just use a plugin that simply adds the bcc email address to all outgoing emails in the hopes that it will stop. It's still happening.

 

It happens primarily with inbound contacts from forms on my site.

 

 

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Accepted Solutions
Regular Contributor

The cases where we've experienced these issues were as follows:

  1. Contacts used the same device to fill out a form, where the form had cookies enabled.   We used this form at events to capture contacts at booths.  Disable cookie tracking for such forms.
  2. Contacts were forwarded emails with tracked links, then filled in forms on the web site.  The tracked links fool Hubspot into thinking it was the original recipient of the email, and then mashes the contacts together.  The only way to avoid this is to not forward contacts emails with tracked links.
  3. Although not confirmed, it may happen that keeping the information of a contact open on the Gmail information panel may confuse Hubspot when sending emails out.  Close this panel before contacting other people.

Hope this helps.

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3 Replies 3
New Contributor

Hi, 

 

We are collecting signups using a Landing page on our website which is integrated back with Hubspot. It create contact record properly. However, in certain cases, we are wondering why multiple email addresses are getting associated with a single contact?

 

Please advice 

 

Thanks!

Umar

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Regular Contributor

The cases where we've experienced these issues were as follows:

  1. Contacts used the same device to fill out a form, where the form had cookies enabled.   We used this form at events to capture contacts at booths.  Disable cookie tracking for such forms.
  2. Contacts were forwarded emails with tracked links, then filled in forms on the web site.  The tracked links fool Hubspot into thinking it was the original recipient of the email, and then mashes the contacts together.  The only way to avoid this is to not forward contacts emails with tracked links.
  3. Although not confirmed, it may happen that keeping the information of a contact open on the Gmail information panel may confuse Hubspot when sending emails out.  Close this panel before contacting other people.

Hope this helps.

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0 Upvotes
Occasional Contributor

In my situation I think it's caused by

 

"Contacts used the same device to fill out a form, where the form had cookies enabled."

 

I know one person submits to my site on behalf of others who'd like to contact me. I just turned off the lead capture on forms option in HubSpot. They will be added when I bcc them in the replies, which also prevents junk contacts from being added.

 

Will have to see if it works, but it makes sense that it should. Thanks!

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