Recently Only Syncing Email (Missing Name & Address Fields)

  • Resolved jh

    (@jethrohazelhurst)


    5 months, 1 week ago

    Hi,

    We’re seeing a recent regression with the official Omnisend for WooCommerce plugin.

    Issue:

    • New customer contacts are created in Omnisend with email only
    • First name, last name, and address fields are missing
    • Orders, revenue, and status updates sync correctly
    • No API errors shown in Omnisend plugin logs
    • Returning customers retain existing data

    Reproduction (consistent):

    1. Delete contact in Omnisend
    2. Incognito checkout as a new customer
    3. Subscribe to marketing
    4. Complete order successfully
    5. Order has full billing details in WooCommerce
    6. Omnisend contact remains email-only and is never updated

    Environment:

    • WooCommerce 10.3.6
    • Omnisend for WooCommerce 1.17.0
    • WordPress 6.9
    • PHP 8.3
    • Classic checkout, HPOS enabled

    This worked previously and appears to be a recent change.
    Please advise if this is a known issue or needs escalation to the Omnisend integration team.

    Happy to provide order/contact IDs if needed.

    Thanks.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support supportomnisend

    (@supportomnisend)

    4 months, 4 weeks ago

    Hi @jethrohazelhurst,

    Thank you for your patience, and apologies for the delayed response due to the holiday period. We appreciate the detailed breakdown you shared, it was very helpful for investigating this properly.

    Our technical team tested the scenario following the same steps you described, and in our tests the contact data (including phone number and other customer details) synced correctly. We also want to note that a very similar issue was recently identified and resolved on December 23rd, which may explain what you were seeing earlier.

    Could you please run through one more test on your end to confirm whether the issue still persists?

    If the issue remains after re-testing, please share the results and test details with us. We’ll be happy to review everything closely and continue working through it together.

    Thread Starter jh

    (@jethrohazelhurst)

    4 months, 4 weeks ago

    We also want to note that a very similar issue was recently identified and resolved on December 23rd, which may explain what you were seeing earlier.

    Hi there @supportomnisend ! Yes this issue appears to be completely fixed without any changes on our side so I strongly suspect that this was the same issue affecting us. Thank you for resolving it – was it a configuration issue our side that could have triggered it? How can we prevent this sort of data loss in the future so we can regain our confidence in the data integrity?

    Many thanks for your support and happy new year.

    • This reply was modified 4 months, 4 weeks ago by jh.
    Plugin Support supportomnisend

    (@supportomnisend)

    4 months, 3 weeks ago

    Hi there,

    That’s great to hear, we’re glad the issue is fully resolved now. Thanks for confirming and for your patience while this was being looked into.

    To clarify, this wasn’t caused by a configuration issue on your side. It was related to a previous fix, and once it was identified, it was resolved promptly on our end. Based on that, this behavior shouldn’t occur again going forward.

    We completely understand how important data integrity is, and we take cases like this seriously. Our team continuously monitors and improves these integrations to ensure reliability and prevent similar issues in the future.

    Thanks again for working through this with us, we’re here to support your business as it continues to grow in 2026 and beyond. Wishing you a happy New Year.

Viewing 3 replies - 1 through 3 (of 3 total)

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