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!

25 Replies
IlkkaTuominen
Regular Contributor

Giving this a follow, major struggle here as well.
I hate to have to advice our customers to use separate Incognito browser per event registration for example..New email address submits should result in a new contact and not overwrite excisting ones, plain and simple.

HubSpot Product Team
HubSpot Product Team
updated to: In Planning

Our product team are currently experimenting with a new feature around this issue. Will update here as soon as we have beta features available. 

Andreas Regular Contributor | Diamond Partner
Regular Contributor | Diamond Partner

This is an issue for some of my clients as well, so I'm exited to see what solution you will come up with. 

jbotelho
Occasional Contributor

We just went LIVE with Salesforce and are experiencing the pain of this issue.  We conduct many events and webinars that customers use HubSpot forms to sign up for.  When a contact signs up another contact, their HubSpot info gets overwritten which then gets pushed to Salesforce and overwrites the contact info there. We've had several complaints of contact information "disappearing" over in Salesforce.  We can disble cookies but then we lose valauble analytics. We can not send HubSpot data over to Salesforce but then our systems aren't synced with the most up-to-date info. We really need a solution to create a new contact isntead of overwriting the existing contact's info. 

dhika
Regular Contributor

Any update on the progress of this issue? This has been up since late 2017 and the status is still in planning after a year later. With so many events and webinars this year, this will still be a big issue: either we have a record overridden or lost analytics because the cookie is off.

HubSpot Product Team
HubSpot Product Team

Hi @dhika  we're working on a new feature which will allow a visitor to reset their cookie if the pre-populated information from the cookie does not match their information. We hope to have this on wide release very soon and will update here as soon as we have more information. 

dhika
Regular Contributor

Thanks for the update @Tom ! Expecting a lot of good outcomes from this new update Smiley Happy

HubSpot Product Team
HubSpot Product Team

Hi all, to help minimise cookie overwrites with forms we've just released a new setting within our forms.

Within your form settings you can enable a link on your forms which will display if your form is pre-populating information from a known cookie. This will display "not you? click here to reset" at the top right of your form. If a visitor clicks this, the form will be reset and the submission will not submit a cookie. This will create a new, fresh contact record and will ensure the tracking from the original submission will remain intact. 

 

Full information on how to enable this is available on our Knowledgebase: https://knowledge.hubspot.com/articles/kcs_article/forms/create-forms#reset

 

Thanks to everyone for your continued feedback and for helping us build a great product Smiley Happy

HubSpot Product Team
HubSpot Product Team
updated to: Delivered
 
dhika
Regular Contributor

Thanks for the update @Tom. A question: Can this method replace the cookie-off approach for conference usage? So for instance, if we want to load a form on a tablet on our booth so that visitors can download a piece of content, will they see the pre-populated values?

 

As far as I can remember, once you submit a form and then go back from the thank you page to the landing page, all the fields are empty. Let me know what you think. Thanks!