If you’re looking for the Person record of a particular email address using the Visitors report search you might see:
Sorry, we could not find any shoppers matching your query.
Person Not Found. Oops! Sorry, this person could not be found, this person may have been deleted.
if the Person Record doesn't exist. There are a few potential reasons why you may see this message.
1. We didn't capture the email address on-site, either through an email input or Campaign Based Identification
If you did enter your email address in an input field on-site, you can use the Site Info Bar or check with our support team to make sure that we are tracking it. If you didn’t enter it, then try entering an email address on-site, and then after we've processed it your Person Record should show in the Visitors report.
2. The device being used was suppressed because of Event Filters
To check whether the events were filtered out, expand the User menu and go to Settings > Website Settings > Activity Block (Test/Office Data), and check whether the URL or IP address you were using is included in these filters.
If so, then your activity was filtered out and not recorded by the system. You can get around the Event Filters by using our Site Info Bar. To access, expand the User menu and select Open site info bar, as any events with the Site Info Bar ignore any Event Filters.
3. The Person Record became too large, and was deleted.
This deletion process only occurs when a person merge happens within our system.
Learn more in Person record merging.
When the two records are merged together, our system performs a check to see if the combined Person Record fits any of the following criteria for deletion (based on the default thresholds):
If a serialized Person Record exceeds 1 million characters in length
If a Person Record has more than 10 device IDs associated with it
If a Person Record has more than 10 email addresses associated with it — legacy person merge behaviour only.
If any of these conditions are met, then that Person Record is deleted.
These limits are usually only hit by testing records, shared devices, or bots.
These thresholds are the defaults and can be configured by the support team. If you feel that these thresholds are too low for your customer base, contact the support team and request they raise them for you.
When the email address is seen on-site again, it creates a fresh Person Record for that address and contains a trace like the below that indicates the Person Record with that email address was previously deleted:
