HubSpot is deleting contacts randomly

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Occasional Contributor

Over the last couple of weeks, I've noticed we have contacts that are disappearing from our database seemingly randomly. When we re-add them, their information is all there. None of us are deleting them, we have no workflows set to delete anything. This is very concerning; why is it happening? 

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Community Thought Leader | Diamond Partner

Hi @csbri 

 

I have read that creating a new contact with the exact email address of a deleted one restores the lost information, so I'm glad this is working for you. 

 

However, HubSpot should not (dare I say could not) be deleting contacts for you - there is normally another explanation, or culprit. 

 

Have you got any systems integrated with HubSpot, directly or via API, that could have the power to delete? I.e. Salesforce? Or any users that might not know what they are doing?

Phil Vallender | Inbound marketing for B2B technology companies
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Community Thought Leader | Diamond Partner

Hi @csbri 

 

I have read that creating a new contact with the exact email address of a deleted one restores the lost information, so I'm glad this is working for you. 

 

However, HubSpot should not (dare I say could not) be deleting contacts for you - there is normally another explanation, or culprit. 

 

Have you got any systems integrated with HubSpot, directly or via API, that could have the power to delete? I.e. Salesforce? Or any users that might not know what they are doing?

Phil Vallender | Inbound marketing for B2B technology companies
Occasional Contributor

No to both questions. No integrations and all of our users are either restricted or know how to use contacts.

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Community Thought Leader | Diamond Partner

Hi @csbri 

 

Hmm, ok. Is there any chance that contacts are being overwitten by people using the same computer (i.e. cookie) to submit different data? 

 

If not, this might be one for @jennysowyrda 

Phil Vallender | Inbound marketing for B2B technology companies
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Occasional Contributor

No, we shut cookies off any time we have form submissions in that situation (i.e., events) and don't have any other situation where multiple users would be on the same device.

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Community Manager

Hi @csbri,

 

Thanks for the ping @Phil_Vallender 

 

I am on standby if the issue is not that contacts are being overridden. If you can share specific examples (feel free to direct message any links to contact records), I am happy to investigate this further!

 

Thank you,
Jenny


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New Contributor

The same thing is happening for us. 

 

Contacts are disappearing (but the notes from their calls are in the deal) and they are recent ones we've worked and they're not showing up in the recycle bin to recover either (I've been searching the knowledgebase on this).

 

We also had a deal disappear as well.

 

Was there any traction in the investigation with this issue?

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Community Manager

Hi @jesssmithFM,

 

Have you reached out to HubSpot technical support regarding this issue? If this is urgent, I would recommend connecting with them as support is included in your subscription. 

 

Thank you,
Jenny


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Occasional Contributor

My issue was solved internally; we had someone accidentally deleting them.

Community Thought Leader

Cool. Please mark as solved (by Phil Valender) ...

 

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Best,
Frank

Chief HubSpot Consultant


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