What could cause pre-fill to not work for certain people?

[ameliamarie]

Hi everyone, 

I'm conducting testing on a revision to our email preference center. One of our forms has pre-fill enabled, and for the majority of testers, it's working as expected. However, one tester is experiencing issues. 

Here's the flow:

1. The tester fills out the initial sign-up form.

2. They receive a confirmation email with a button to 'View Email Preferences'. 

3. After clicking the button, they are taken to the form/landing page that pre-fill in enabled, but their information doesn't pre-fill and the activity from viewing that page isn't logged in Marketo activity. 

The button URL includes: ?mkt_unsubscribe=1&mkt_tok##MKT_TOK##

The Unsubscribe hyperlink includes: ?mkt_unsubscribe=1

Both of these buttons have been working for other testers across multiple browsers and devices. However, this particular tester has tried accessing the page via Gmail and AOL, both on mobile and desktop. 

Since everyone else is experiencing normal behavior, I'm wondering if there's an issue with how I have structured the button links or the unsubscribe link. Could this be a caching, tracking, or security-related issues on the tester's end?

Any troubleshooting advice or insight would be greatly appreciated. Thank you in advance!

[SanfordWhiteman]

Is there another person in your db with the same email address? The part where you say Munchkin web activities aren’t being logged (which is outside of the realm of pre-fill) is very suspicious.

[ameliamarie]

No, not a duplicate email address. They are an admin in Marketo (but are testing using an unaffiliated email address to the admin account). I show previous web-based activity from the past. 

When the link is clicked from the confirmation email, the activity stops. I can see multiple actions of clicking on the link, but no record of visiting the page. 

[SanfordWhiteman]

This kind of thing usually requires access to the affected person’s browser. Can you verify that they are arriving at the confirmation LP with the mkt_tok in the URL?