Hubspot : randomly updates a wrong user when a new user registers

  • Resolved ex0h4sh

    (@ex0h4sh)


    2 years, 2 months ago

    Hello,

    I’m coming to you, because I’m a little bit lost and I’ll need some help.

    In my company (I’m an apprentice), we use WP Fusion connected to Hubspot and it works pretty well. However, for some time now, we have a weird bug that appears in a totally random way.

    When a person registers (here edition penguin )on our website, WP Fusion adds this person on Hubspot with the user_id wordpress (for example 654). No problem on this side. see red box

    But from time to time, WP Fusion also comes to update the profile of the user macdonald ( user_id 1) with the first and last name of the new registrant. It happens randomly and I can’t reproduce the bug. see orange box.

    I’ve been following the problem for 2 days and I can’t figure out what’s going on.

    Do you have an idea please?

    Image : https://ibb.co/9HD5vCS

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author verygoodplugins

    (@verygoodplugins)

    2 years, 2 months ago

    Hey @ex0h4sh ,

    I’m not sure. I haven’t seen that one before 🙃

    Do you have the HubSpot site tracking script enabled (https://wpfusion.com/documentation/tutorials/site-tracking-scripts/#hubspot)? Or are you also using the HubSpot plugin? https://wordpress.org/plugins/leadin/

    My guess is that the tracking script has identified the current browser session as belonging to one user (i.e.1), and then maybe an admin switches to another user’s account to troubleshoot something (i.e. #654), and this causes the tracking script to merge the contact records and mix up the data.

    But… that’s pretty rare, and usually wouldn’t happen unless a form was filled out. But if you could let me know if either of those are enabled, that would be a good place to start.

    It’s also possible it’s related to some kind of object caching where the user IDs get mixed up but that’s also pretty unusual.

    Thanks
    Jack

    Norm Sash

    (@normsash)

    2 years, 2 months ago

    When I’ve seen an issue somewhat similar to this it was caused by caching. Specifically, I had ESI caching enabled and that was the cause of the ‘wrong user’ identified.

    Thread Starter ex0h4sh

    (@ex0h4sh)

    2 years, 2 months ago

    Hello,

    Thank you @verygoodplugins & @normsash for your help.

    We do not use the leadin plugin.

    But indeed, the Hubspot site tracking is activated. By exemple for the first name : https://ibb.co/5cWPFWw

    I will look at the data cash side !

    Plugin Author verygoodplugins

    (@verygoodplugins)

    2 years, 2 months ago

    @ex0h4sh Very weird!

    It’s also strange that the name would update so rapidly.

    Do you have the Push All setting turned on at Settings >> WP Fusion >> General? If so I’d recommend turning that off.

    At least in this screenshot https://imgbb.com/9HD5vCS, it looks like some plugin (or a problem with the caching) is changing the user’s name in the database, and Push All is causing it to be synced to HubSpot in real time.

    With Push All off, data will only be synced when a user updates their profile, not every time the database changes, which should be more reliable.

Viewing 4 replies - 1 through 4 (of 4 total)
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