Contact Emails being automatically Changed

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Posted on by PatJ@secondharvest.ca

We have recently noticed that email feild for contact records in our D365 environment have started to change automatically by the system and causing us errors for out team and users.

The emails that are changing are aliaes of one central email and believe this may be a reason as to why we are seeing a change.

Is there a way to stop D365 from changin the email feild of a contact automatically?

Thanks,

Pat

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Dynamics 365 general

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PatJ@secondharvest.ca 27 on at

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Contact Emails being automatically Changed

Thanks Everyone!

I think I have enought to go from comments and will be looking at if there are plugin or PAs causing this issue. If I can't find issues there will open a ticket with MS.

Cheers,

Pat
Aymen CHELBI 183 on at

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Contact Emails being automatically Changed

Hello,

I suggest opening a ticket with Microsoft support, who will investigate your issue and provide an appropriate solution.

Best regards,
André Arnaud de Cal... 292,286 Super User 2025 Season 1 on at

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Contact Emails being automatically Changed

Hi Pat,

You got some replies, but it is not clear to me which exact Dynamics 365 product you are using. What got changed before emails gets changed automatically? Is there any customization or data import having a bug?
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DenisMT 26 on at

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Contact Emails being automatically Changed

Hello,

because of the fact that just emails of a specific alias are changed, it mostly will be a customized logic.

If you have administration rights, please check whether you have

A custom plugin registered. Either:

Check the plugin names in the base solution to find clues if there could be a customization for the email field

if you have access to the Plugin registration toolkit, connect with your environment, filter by any table which could have a business logic to the email field of the contact entity. There you could find some information

A business rule / Workflow / CustomAPI

Open make.powerapps.com, select your environment, go to your default solution (left side in navigation), open the contact table, search the email column, click the three dots and let the system show the dependencies of this field. If a Workflow or Business rule is reading/updating the field you will see the dependency

A Power Automate Flow

Open make.powerapps.com, select your environment, go to "Flows" (left side in navigation) and search for a flow which could indicate, that it is referencing to this field. Sidenote: You cannot search dependencies between entity fields and flows

If the change just happens when you open a Form:

Also check registered custom Javascripts in the form settings

If none of these methods helped you could turn on the auditing of the field and look some times later if the value has changed. Indicate the user making the changes. Often for integrations the user will be an application user -> hence this means it could come from an external service (like from an azure function).
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Adis 2,735 Super User 2025 Season 1 on at

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Contact Emails being automatically Changed

Hello,

The system does not distinguish between manual changes, changes coming from an entity, f.e. an api, or by a automatic business process.

However, it does check for permissions when someone wants to change it. So, if you know which (system) user is doing the change, which you should be able by checking the modified by and modified date & time, you can set up according permissions in order to block the changes.

Kind regards, Adis

If this helped, please mark it as "Verified" for others facing the same issue
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Daivat Vartak (v-9d... 1,462 Super User 2025 Season 1 on at

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Contact Emails being automatically Changed

Hello Pat,

You're encountering a serious issue – email addresses changing automatically in Dynamics 365 can disrupt communication and cause errors. The fact that these are aliases of a central email address is a strong clue. Here's a breakdown of how to troubleshoot and fix this:

1. Identify the Cause:

Plugins: Custom plugins are the most likely culprit. A plugin could be registered on the Contact entity (or related entities) and inadvertently updating the email address.

Workflows: Check for any workflows that might be updating Contact records, especially those that trigger on changes to related entities or other events.

Business Rules: While less likely, business rules could be configured to update the email address. Review any active business rules on the Contact entity.

Integrations: If you have any third-party integrations with Dynamics 365, they could be the source of the changes. Check integration logs for any updates to Contact records.

Server-Side Synchronization: If you're using server-side synchronization for emails, there's a small chance that a synchronization issue could be causing the email address changes. Review your sync settings.

Email Router (Older Systems): If you're using the older Email Router (rather than server-side sync), check its configurations for any rules that might be modifying email addresses.

Data Import/Migration: If you recently imported or migrated data, the import process might have incorrectly updated the email addresses.

2. Troubleshooting Steps:

Enable Auditing: Enable auditing on the Contact entity, specifically for the email address field. This will track all changes to the email address and show you who or what is making the changes (user, system, plugin, etc.). This is crucial for pinpointing the cause.

Check Plugin Registrations: Use the Plugin Registration Tool to examine all registered plugins, especially those that run on the Contact entity. Look for plugins that might be triggered on create, update, or other events and potentially modifying the email address. Temporarily disable any suspicious plugins (in a non-production environment first!) to test if they are the cause.

Review Workflows and Business Rules: Go to Settings -> Customizations -> Customize the System. Review all workflows and business rules on the Contact entity. Look for any logic that might be updating the email address.

Examine Integration Logs: Check the logs for any third-party integrations to see if there are any updates to Contact records.

Test with System Administrator: Try to reproduce the issue with a System Administrator account. If the email address doesn't change with the System Administrator, it could be a security role issue.

Isolate the Issue: Try to determine the exact circumstances under which the email address changes. Does it happen when a specific user updates the record? Does it happen when a related record is changed? This will help you narrow down the source.

3. Addressing the Aliases:

The fact that the emails are aliases of a central email address is a strong clue. It suggests that something is trying to normalize or consolidate email addresses. This could be a plugin, integration, or even a custom workflow. Pay close attention to any logic that might be related to email address management or deduplication.

4. Preventing Automatic Changes:

Once you've identified the cause (likely a plugin), you can take steps to prevent the automatic changes:

Disable or Modify the Plugin: If it's a plugin, you can disable it (if it's not essential) or modify it to correct the logic.

Deactivate or Modify the Workflow/Business Rule: If it's a workflow or business rule, you can deactivate it or modify it to remove the incorrect email address update logic.

Correct Integration Configuration: If it's an integration, you'll need to correct the mapping or logic in the integration configuration.

5. Contact Microsoft Support:

If you've exhausted all troubleshooting options and still can't find the cause, contact Microsoft Support. They have tools and resources to help diagnose complex issues. Provide them with the audit logs showing the email address changes and the steps you've already taken.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Best Regards,

Daivat Vartak
Adz 55 on at

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Contact Emails being automatically Changed

Hi Pat,

(1) What is the error you are receiving?
(2) Can you see within the Audit History tab for one of the Contacts to see what is updating the email?
(3) Have you checked the dependencies on the Contact Email column to see if its something in there as in a Flow/Process?

Contact Emails being automatically Changed

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