Duplicate emails being sent to the same contact twice — Support

Elizabeth H. 348 days ago

A few contacts reported getting the exact same campaign email twice, a couple minutes apart. Is this a known bug?

Betty Nguyen Staff 348 days ago

Not something we've seen as a systemic bug, so let's narrow down what's specific to your case. Were these contacts on more than one list that both happen to be attached to the same campaign, or could the same contact exist twice in your contacts as separate records with slightly different email formatting (e.g. an extra space, or different capitalization)?

Elizabeth H. 347 days ago

Checked and yeah — I found the same email address existed twice, once from an old import and once from a newer one, with a capital letter difference (Name@company.com vs name@company.com). Guess the dedup didn't catch that.

Betty Nguyen Staff 347 days ago

That'll do it — our dedup should actually be catching that specific case since email matching is case-insensitive by design, so this looks like it might genuinely be a bug on our end rather than expected behavior. Can you send me the two contact IDs (or just export those two rows) so I can reproduce it and get it looked at properly?