Email Update Form - How to ensure current email address is placed in the form when they update their email address so that the new email address doesn't come in as a new lead

[Danielle_Wong]

Hi Friends,

I am working to fix an issue I'm experiencing on this form http://forms1.ieee.org/2018-testing_Email-Update-LP-Updated-2.html​.

Reason for form: when a lead comes in with a personal email address, they are entered in a nurture campaign that sends them an email prompting them to update their email address to their work email address.

Note: we do have pre-fill enabled so that the Previous Email Address field is enabled, however, this doesn't work when browser cookies are disabled.

Issue:

When a lead who has their browser cookies disabled comes in and fills out this form, they need to know the current email address on their Marketo record. We are noticing often times that people are entering email addresses that do not exist in our Marketo database and so Marketo is creating a new lead record for the email address and then we have their new email address but lose visibility into what form/activity history originally existed with this person. Because the old email address is on a different marketo record.

Any ideas on how to combat this issue?

Thanks in advance!

[SanfordWhiteman · Accepted solution]

Note: we do have pre-fill enabled so that the Previous Email Address field is enabled, however, this doesn't work when browser cookies are disabled.

That's not strictly true. Clicking a tracked Marketo link that goes directly to a Marketo LP doesn't require cookies in order for Pre-Fill to work. It does require JavaScript in order for Pre-Fill to work.

But yes, it is possible for someone with cookies disabled to eventually get to your page (not their first click from an email) and have Pre-Fill not work because of the lack of cookies.  However, by definition at that point the browser can't remember who they are (as cookies are disabled).  So there's no way to tell them their current registered email address, as they're been shifted back to being completely anonymous.

[eduardocordoba]

Hi @Danielle_Wong!

I was looking for the same and even trying within the links provided by @SanfordWhiteman, but unable to find the explanation.  Could you provide more details about how did you implemented the solution in your webform?