Profile Name changed to another person's name

Question

We have run into an issue with an SMS Sign Up Form. When a user submitted the form, a different profile name was attached to the Klaviyo account. We have traced it back to a sequence where we use a log into a customers account (CSR function), sign out, and then go to submit the SMS form. After submitting the form, we went into Klaviyo and the profile name was changed to the logged in customer. Is there a way to stop this from occuring in Klaviyo? This is causing concern for our marketing team.

A similiar issue occurs when a customer submits and order for another person and Bills/Ships to that person. The profile name changes. This causes havoc with emails that use the profile name in the greeting.

stephen.trumble · Accepted Answer

Hey @dswanson2Thank you for your patience during the holidays.Because Klaviyo uses a customers email address as the main identifier of their account, if someone uses the same email address it will update their name in Klaviyo. If this is not the case, and the integration is randomly updating profiles, I would reach out to the Support team if you havent already as they will be able to access your account and look at the integration to see what is happening.Thank you for being part of the Klaviyo Community!

stephen.trumble · Answer

Hey @dswanson2Thank you so much for reaching out to the Klaviyo Community for help with your signup forms!I have one major question first, what type of integration are you using with Klaviyo? Is it one of our native integrations or are you using a custom API integration for you ecommerce store?

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