We are having problems with Salesforce Marketing Cloud. Here is our scenario:
- A subscriber is created via the user interface (with the email any subscriberkey set to the same value)
- A triggered email is sent to the email address and subscriberkey noted above (note: no call is made to upsert a subscriber, just a TriggeredSend request
Within the MC UI, we see 1 subscriber in the
All Subscribers list. From the API, we see 1 subscriber in the
All Subscribers list.
However, if we extract the
_Subscribers table (using a query activity, data extract and file transfer) to a file and examine the contents, what has happened in reality is:
- One subscriber was added when we added the entry via the UI (with subscribertype = 'ExactTarget')
- A second subscriber was created, with a different subscriberid, but matching subscriberkey and emailaddress with subscribertype = 'Unknown External System'
Has anyone come across this problem before? It is affecting us in a big way (many many duplicate contacts) and in the case where there are duplicates, there can be differences in the subscriber's status (i.e. one subscriber can be listed as
active and one as
unsubscribed) which we are really concerned could be the cause of some unexpected email send behaviour.
We've tried forcing the subscribertype to
ExactTarget when we interact via API but this seems to have had no effect.
Welcome any thoughts on what we could be doing wrong here.