[27.07.2026] Contacts not recorded

Community Discussion Bug Report
1

Since the 24th of July the Contacts are not updated both:

  • no new records are created
  • no updates to the existing records ( last seen ).

What is weird that we can see visitors, and chat with them but then the record in the contacts is not updated or created when needed.

Am I the only one? Can somebody help us to debug this issue?

2

Hi @KanbanifyApp ,

Thanks for reaching out and for reporting this issue.

Could you please share a screenshot or, preferably, a screen recording showing how the Contacts section behaves on your end? It would also be helpful if you could let us know whether you’ve tried reproducing the issue by:

  • Starting a new chat as a visitor to see if a new contact is created and whether the contact record is updated correctly.
  • Manually adding a contact to check if it is saved successfully and whether the contact information updates as expected.

If you’d prefer not to post the screenshots or screen recording publicly, feel free to send them to us directly, and we’ll be happy to take a closer look.

We look forward to your reply so we can investigate this further.

3

This is the ticket I managed today it refer to RYSE Dev:

image
image1524×924 20 KB

In the contacts does not existing RYSE Dev, neither searching by name or just browsing names:

4

This is the contacts view sorted by last seen and stopped the 24 of July:

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image2944×1728 390 KB

5

This is searching for the same person:

image
image2944×1728 159 KB

6

Thanks for sharing the screenshots! I’ll forward them to our team so they can investigate the issue further. We’ll keep you posted as soon as we have an update.

7

I am seeing this behavior as of today as well.

8

@here Thanks for your feedback, and patience. This was a platform-wide bug, which has been resolved. The last leg of the backlog is currently clearing, and everything should be back to normal very soon.

What happened: A change shipped on July 24 started rejecting contact records whose custom attribute keys contained uppercase letters. That rejection blocked the processing queue behind the Contacts section, so new contacts and Last Seen updates stopped appearing for affected properties regardless of whether they used custom attributes at all.

The underlying contact data was never lost. It simply stopped being written through to the Contacts view.

A fix went out on August 1 and the backlog from the affected period has been draining since, so records from July 24 onward are being restored rather than needing to be re-added manually.

@dedicatedpresentatio your report came in while that backlog was still clearing, which would explain what you saw.

Could you both check your Contacts section now and confirm whether new records and Last Seen updates have come through?

9

I now cannot delete contacts, instead I am getting an error message:
d4sGSytWhE

10

Thanks, we’re on it!

11

It seems all working correctly now.

12

Hi KanbanifyApp,

Thanks for confirming!

Glad to hear that the issue has been resolved and contacts are being recorded correctly again. :blush:

We’ll mark this as resolved for now. If you experience the issue again, please let us know.

Regards,

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