Duplicate contact records
Ticketclosed
Vellacott Payments · Duplicate contact records
Duplicate contact records with different email formats broke the merchant onboarding workflow. BB-Demo identified the cause as an email field mapping change made by the customer and cleaned up the records.
What happened
What this says
Current to 11 Oct 26Duplicate contact records with different email formats broke the merchant onboarding workflow. BB-Demo identified the cause as an email field mapping change made by the customer and cleaned up the records.
Problem: Duplicate contacts appeared after customer changed email field mapping to standardise formatting. Breaking merchant onboarding workflow.
Handling: Olivia investigated sync logs and identified the email field remapping as root cause. Confirmed with Tomasz, then cleaned up already-indexed records.
Impact: Configuration change by customer triggered double indexing. BB-Demo resolved on platform side.
Details
Updated 9 Oct 26Trail
created · Tomasz Wiśniewski 7 Jan 2026 09:06We're seeing duplicate contacts in the brain now. Looks like the same contact appearing twice with different email formats. This is throwing off our merchant onboarding workflow and we need it sorted. When did this start and what caused it?- public_reply · Olivia Grant 7 Jan 2026 13:27Hi Tomasz, thanks for reporting. Just so I'm clear, are the duplicates showing up in a specific connector or across multiple sources? I'll need you to share an example so I can trace where they're being indexed from. Can you send me one of the duplicate pairs with the email variations you're seeing?
- public_reply · Olivia Grant 8 Jan 2026 14:40I've had a look at your sync logs and I think I've spotted it. Looks like a change you made to email field mapping might have caused records to be indexed twice. Can you confirm if your team made any updates to the CRM field configuration recently?
- public_reply · Tomasz Wiśniewski 8 Jan 2026 15:14Yes, we did adjust the email field mapping last week to standardise formatting. That would explain it. Can you de-duplicate the records that are already in the brain?
- internal_note · Olivia Grant 9 Jan 2026 12:41Root cause confirmed: email field remapping caused double indexing. Cleaning up records now.
- public_reply · Tomasz Wiśniewski 9 Jan 2026 13:26Great, thanks for tracking that down. Let me know once the cleanup is done and we'll verify it on our end.
- status_change · 16 Jan 2026 23:59