Contact override issueSOLVE
Oct 24, 2017 10:16 AM - edited Oct 24, 2017 10:17 AM
Has anyone else had this issue? Here is an example of contact override that has been happening to us for a while:
1. Sarah subscribes to our emails June 2017 and becomes a contact. On her timeline, we can see that she received our weekly emails, but hasn't filled out any forms or interacted with us in any way other than receiving our emails.
2. Someone from the same company, Bob, subscribes to our emails a month later and overrides Sarah's details. On that same timline, we can see that emails are now going to Bob instead of Sarah.
3. Sarah then fills out a form on our site and her details overrides Bob's. Now all the emails are going to Sarah instead of Bob. We then see on the timeline, "A form changed the email for Sarah from email@example.com to firstname.lastname@example.org."
HubSpot Suppport cannot seem to give us an answer or a solution. We've been told to test forms, turn off/on pre-populate fields with known values, turn off/on disable cookie tracking, have our contacts clear their cache or do things with how their browsers track cookies, but none of these have fixed this contact override problem.
Has anyone else had this issue and fixed it? Please let me know what has helped you. Thanks!
Solved! Go to Solution.
Nov 6, 2017 5:49 PM
As Aoifemoon said it's definitely a cookie isuse. The fact that the contacts are in the same company alludes to this more.
A cookie is the main indentifier used in forms, this means (unless cookie tracking is disabled on the form) a submission that happens on the same browser will be appended to the existing contact who has that cookie.
Email tracking also uses unique indentifiers in links to attach a contact record to a specific cookie. So if I send an email from HubSpot to "email@example.com" for example. The links in that email will have specific parameters to attribute the browser cookie to the existing contact record for "firstname.lastname@example.org".
What can happen here then is if I then forwarded that email to my collegue at "email@example.com" and they click a link, my contact information will be passed to the browser. and the cookie will become associated with my firstname.lastname@example.org contact.
If my collegue then goes and fills out a form, this will be attributed to the original contact who was sent the email and any contact information submit on the form will be updated.
As Aoife mentioned you can disable cookie tracking in forms, however this has the drawback of meaning cookies won't be logged to contact records and thus, no analytics will be tracked on the contact record. This will only affect submissions moving forward however, you would need to get those contacts to clear their cookies and fill out forms independently to ensure they can have their own independent contact records.