Contacts

Why was my contact's email address overwritten?

Last updated: December 13, 2016

Available For:

Product: HubSpot Marketing
Subscription: Basic, Professional, & Enterprise

In some cases, you may notice a contact's email address being overwritten. This can happen if someone fills out a HubSpot form with the same cookie as the original contact did. 

Keep in mind that when visitors first come to your site, a cookie is dropped in their browser that is used to track them on their journey through your website. If they leave and come back, that cookie is still tied to them. When a submission is captured, it is tied to that cookie and that data either creates a new contact record or updates an existing contact record if they already exist. Since the cookie is unique to the visitor, if multiple submissions happen under the same cookie, the cookie recognizes this as updated contact information, not a new contact. 

The most-likely reasons this might happen are:

  • Someone filled out your form on a cookied contact's computer.
  • Someone forwarded your marketing email to a friend, and that friend clicked a link to your site and filled out a form (that submission would be tracked under the original contact's cookie)

If you see this happening, we suggest Exporting your form submissions and creating new contacts based on those submissions.

Free HubSpot Sales Software Training Learn HubSpot CRM & HubSpot Sales Tools from the experts at HubSpot Academy.