Contact Tracking Error: Contact details mixed up
Jan 22, 2018 4:53 AM
I recently reported this problem to Hubspot support, but felt it needed to be shared more widely.
We recently discovered that our contacts sometimes have their details mashed with another contact.
After a long discussion with support we discovered that this issue arises when people click on tracked links in forwarded emails. For example, if Joe gets a direct invite to a webinar then forwards it to Jane, Joe's contact details can be overwritten with Jane's should she also fill in a cookie-tracked form.
In our case the incidence rate was around 0.3% which at first sight doesn't seem high. However, the issue here isn't so much quantity as it is quality. It is embarrassing and potentially harmful to our business if our contact Joe is suddenly adressed as Jane.
There is currently no solution to this problem as Hubspot uses email-bound coded tracking to determine who clicked on links.
Our current mitigation is to ensure that, internally, we don't forward emails to clients with invitations, but rather send them direct links to event pages.
The only way to determine the damage to your database is to export the email property history and manually compare all changed email addresses with current addresses. Steps to do so are:
- Go to Contact Settings and search for the Email property
- Open the Email property and click the Export property history button
- Open the CSV file and work through contacts that indicate email changes
This is not a perfect solution.
I am happy to hear from anyone who had similar experiences, or from Hubspot on if this problem will be fixed.