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Enforce unique email address for a tracking cookie

Migrated from legacy feedback forum with 246 votes

 

When two different people convert from the same browser (tracking cookie), HubSpot overwrites the contact each time with the new email address and form data. This is the last thing we would ever want to happen. There is a setting to disable cookie tracking on a form, but we don't want to lose valuable analytics data either.

 

The use case for when someone will come back to our site with the same tracking cookie, and want to update their email address to a new one, is very very rare. On the other hand, the use case for multiple people filling out forms from the same computer/device is much more broad. It happens all the time and when we least expect it. It has happened to many of our clients who get frustrated and upset when they see valid leads getting overwritten in HubSpot because of some cookie technology they don't understand.

 

Can we please have a setting, either Contacts-wide or per-form, that will enforce unique email addresses for a tracking cookie? If a different email address converts on a form with an existing contact associated, HubSpot should create a new contact. That new contact would then have no cookie associated until the person identified themselves from a unique cookie.

 

Please HubSpot, we know you can find a solution for this!

3 Comments
MarianaMadeira
New Contributor

 Hi Shay, 

 

We have the exact same problem. One of the solutions that was presented to us (when this happens because a contact has forwarded an email  to a colleague that later fills out a form on a landing page, for example) was to put the Social Sharing module to share the web version of the email https://knowledge.hubspot.com/articles/kcs_article/email/how-can-i-share-the-web-page-version-of-my-...

 

Hope this helps. 

 

If anyone as discover a temporary workaround please let us know. 

 

 

- Mariana 

MikeRossQvera
New Contributor

We have the same issue from tracking emails that get forwarded and then the contact gets overridden.

 

One suggestion from Hubspot (which kind of works), is to uses the "Disable Cookie Tracking" option on your form.  That way we don't remove our original contact.  However, when this form is submitted, the response does not set new cookies, which is what I would expect since this potentially creates a new user. A subsequent form appear to not track the user since the existing cookie is "disabled".

 

I agree with the original post to not change the email address when tracking. (Or at least make that a configurable option.)  Please don't let the primary key change- that is not good.  Please fix this.

rpr-watersmart
New Contributor

Is there a solution yet in the works? This is a pretty massive fault to an otherwise awesome platform. I spent hours fixing records in HubSpot and Salesforce this week following a recent webinar promotion that resulted in a lot of form submissions due to internal email forwarding. It's a major issue that needs urgent resolution. Even with using the forward email option, human nature is to forward the email not hunt for the forward link.

 

There should be a method to render the cookie invalid based on email forward event data. There should also be a method to sort this out with multiple users on the same machine. At my org which does routine email promotion driving to HubSpot forms, a fix on the email issue is most pressing. It's very frustrating the platform needed for targeting, nurture triggers etc. is at risk of also rendering the data the platform and our business relies on much less valueable and confusing to manage. 

 

I hope this is being priortized urgently and look forward to updates.