Duplicate Emails

Amber Snyder

We have an email sign-up form on our website that integrates with Luminate Online. This form only requires an email address.


We are having an issue managing the resulting duplicates. Since many people who fill out this form already have an account registered or create one soon after by taking an action like registering for an event, they end up with two records with the same email address, and in turn they receive multiple emails from us.


Advice on how to manage this?

Allison King

Do you know if the survey on your website originated with a Luminate Online survey? If so, you should be able to change the settings of the survey to help prevent duplicate registrations.

Amber Snyder

Yes! This is a Luminate Online survey. What settings do you recommend adjusting?

Allison King

In the question that collects the email addresses, check the settings on this sub-step: Select Layout and Processing Options. Check to see how existing records are being handled. My guess is that that's where the issue is stemming from.

Amber Snyder

Thank you! I found the issue in that section.

Matt Tinker

Hi Amber

We were having a similar issue and have been working with support but have been told the processing settings only work if the person is logged in and we enforce unique email. I'd love to know if you are able to find a solution.


Thank you,

Matt

Amber Snyder

In the survey under #2D question #5, I updated the answer to "Accept the response and update the Profile of the constituent if improvement." I tested it on a few records that already had that email address associated with an account. It just added an interaction to their record indicating that they took the survey, but did not create a standalone record with just the email address.

Matt Tinker

Is your site set to enforce unique emails? We don't, so maybe that is our issue.

Amber Snyder

Hi Matt. It is not set to require unique emails.