> ## Documentation Index
> Fetch the complete documentation index at: https://help.maestra.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Why Did a Customer Lose Their Phone or Email

If a phone number or email address disappeared from a customer profile, it's almost always one of two things: the contact was reassigned to another customer during deduplication, or someone removed it manually.

## Possible reasons

### 1. Duplicate contacts in the database

In Maestra, an email address or phone number can't belong to more than one customer at a time. When the same contact shows up on two different customer profiles, Maestra keeps it on one of them based on a set of priority rules and removes it from the other. A record of the removal — including the reason — is written to the customer's change history.

### 2. Manual removal

The contact may have been deleted by hand while someone was editing the customer profile.

## How priority is decided

When the same email or phone exists on two customers, Maestra uses several signals to decide which customer keeps it:

* **Order history** — the contact stays with the customer who has purchase history.
* **Personal actions** — engagement with emails, product views, and other individual activity raise a customer's priority.
* **Recency** — more recent data wins over older data.

## Where to find this information

You can see exactly when and why a contact was changed in the **Change history** tab of the customer profile. Links to related profiles — the other customer the contact moved to or came from — are available in the **Personal information** section of the profile.