Qualtrics Contact List Issues - Beginning July 1, 2026

Posted: 2026-07-24 12:17:54   Expiration: 2026-09-30 12:17:54

Universities of Wisconsin recently negotiated a new contract agreement with Qualtrics. The new contract is at the CoreXM Advanced license tier. The new licensing took effect on July 1, 2026. This transition was expected to be seamless but has caused some changes to Contact Lists that are disruptive to some workflows.

Known Issues

Merge duplicate contacts is missing

The biggest change is that “List options” no longer allows you the ability to Merge duplicate contacts. That option has been removed from the dropdown. We are investigating how to restore this functionality to you. Below is an image of how the option appeared prior to July 1, 2026.

Merged Contacts & Embedded Data

Immediately after the transition all accounts in our brand had permission to view all contacts and configure Identity Resolution rules to merge contacts. Unfortunately those rules have the potential to impact all contact lists in our brand. Between 7/15/2026 and 7/21/2026 some contacts were inadvertently merged before we identified that there was a problem. As a result of those merges you may see embedded data that you don’t recognize in your contact lists.

To prevent further contact merges and data exposure, we have removed the ability to configure Identity Resolution rules. We are not able to revert merged contacts to their original state and we are currently working with Qualtrics to develop a remediation strategy for the affected lists.

New Options

If you frequently navigate to Directories to manage Contact Lists you will also notice that the options have changed. The Lists section is now called “Segments & lists” and there is a new “Transactions” section. These options may be removed in the future as we explore how to roll back the changes with Qualtrics Support to restore functionality. 

-- Qualtrics: UW-Madison Brand Administrators