HubSpot is deleting contacts randomly

[csbri]

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? 

[Phil_Vallender · Accepted solution]

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?

[csbri]

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

[Phil_Vallender]

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 

[jennysowyrda]

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

[jesssmithFM]

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?

[jennysowyrda]

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

[csbri]

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

[MFrankJohnson]

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

Help answer your question? If so, remember to accept this solution now.

Best,
Frank

Chief HubSpot Consultant

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[csbri]

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.