--- title: A Lead’s Contact Info Changed or Disappeared description: "Table of contents - [Why Carrier Contact Info Changes](#0-toc-title) - [How DOT Lead Scout Reflects These Changes](#1-toc-title) - [Seeing the Change History](#2-toc-title) - [What to Do When You Lose a Contact](#3-toc-title) - [Your Data Is Safe](#4-toc-title) - [When to Report…" url: "https://dotleadscout.com/docs/a-leads-contact-info-changed-or-disappeared/" updated: "2026-04-30" category: "FAQ & Troubleshooting" --- # A Lead’s Contact Info Changed or Disappeared Table of contents - [Why Carrier Contact Info Changes](#0-toc-title) - [How DOT Lead Scout Reflects These Changes](#1-toc-title) - [Seeing the Change History](#2-toc-title) - [What to Do When You Lose a Contact](#3-toc-title) - [Your Data Is Safe](#4-toc-title) - [When to Report a Data Issue](#5-toc-title) All Plans You called a lead last week and the phone worked. Today it's missing. Or the email you had is now blank, or swapped for a new one. That's the FMCSA registry doing its job — tracking real-world changes at carriers — and DOT Lead Scout faithfully reflecting them. Here's why and what to do. ## Why Carrier Contact Info Changes Carrier contact info on FMCSA isn't set in stone — it changes whenever: - **The carrier files an MCS-150 update** with new contact details — phone or email might be added, removed, or updated entirely - **The carrier's authority lapses** (`I`nactive or `N`ot Authorized) — FMCSA sometimes scrubs old contact info during deactivation - **The company is acquired or restructures** — legal name, DBA, and contacts can all change in a single filing - **An old phone or email becomes invalid** and FMCSA processes a correction — the bad data actually gets removed - **FMCSA reissues a USDOT number** after a long inactive period — rare, but new operations with that number get fresh contact data ## How DOT Lead Scout Reflects These Changes Every nightly sync compares each carrier's previous fields with the new FMCSA snapshot. When a contact field changes: - **The lead detail panel updates** with the new value the next morning - **The Best Contact card** picks the most current available contact - **A changelog entry is written** recording the old and new value with a timestamp - **If contact info appears for the first time**, the **Contact Updated** change signal fires (HIGH priority) - **Your saved notes don't move** — anything you logged stays attached to the lead, even if FMCSA contacts changed ## Seeing the Change History Open any lead in your pipeline. The lead detail panel has a **History** tab that shows every tracked field change, with old/new values and exact dates. If a phone number disappeared, the history will show `(555) 123-4567` → `(empty)` with the date FMCSA recorded the change. ##### Changelog goes back as far as your account DOT Lead Scout's changelog tracks changes from the moment we first synced the carrier. Long-running carriers have years of recorded changes you can scroll through. ## What to Do When You Lose a Contact ### Step 1: Check the lead history tab Confirm the change is from FMCSA (not a UI bug). The history tab will show the old phone or email and when it was removed. If you don't see a history entry, contact **info@dotleadscout.com**. ### Step 2: Check the carrier's status code If status changed to `I`nactive at the same time the contact was removed, the carrier might have shut down. Look at the company officer name and try Googling for an obituary, business closure announcement, or LinkedIn update. ### Step 3: Look at your previously-logged notes If you saved any notes during your earlier outreach, the phone number or email you used may be there even though FMCSA no longer has it. Old notes are gold — they preserve information FMCSA stops carrying. ### Step 4: Try alternate channels Use the techniques from **9.6 Why Are Some Phone Numbers or Emails Missing?** — Google search the legal name + city, look up SAFER directly, LinkedIn the company officer, or check if the mailing address gives you a different phone. ## Your Data Is Safe ##### Notes, reminders, and pipeline status never get overwritten by FMCSA changes FMCSA owns the carrier's public registry data. You own everything you've added: notes, status, reminders, history of your interactions, custom tags. None of that gets touched when FMCSA data refreshes — even if the carrier's phone number changes 5 times, your "spoke with John, follow up Tuesday" note stays attached forever. ## When to Report a Data Issue Most contact-info changes are FMCSA correctly reflecting real-world updates. But occasionally something goes wrong — a sync glitch, an FMCSA data export issue, or an edge case in our parsing. Report it if: - Contact info is showing as empty but SAFER (the official FMCSA tool) shows a phone or email is on file - A change signal fired but the actual field didn't change in the lead detail panel - Lead history is missing entries you remember happening - Multiple carriers all lost contact info at the same time (could indicate a sync issue) ##### How to report Email **info@dotleadscout.com** with the carrier's DOT number, what you expected to see, and what you're actually seeing. We'll investigate within 24 hours.