Fingers on a keyboard with flying email envelopes "How to Contact Mailchimp"

Updated 12/20/2019

Is something wrong with your Mailchimp account? Learn how to contact Mailchimp directly and get a quick answer without paying for a Mailchimp account

Contact Mailchimp via email and the website

The Mailchimp sites provide general information in their guides and tutorials section of their blog. There is so much great information found in these posts!

But sometimes the info can be overwhelming and that’s where a Mailchimp consultant or Mailchimp expert can be handy. We can help you solve your issue without contacting Mailchimp.

You can contact Mailchimp directly by emailing via their contact page. But you’ll need to choose which department and the basic issues before you’ll get to the contact form. The good news is in 2019 Mailchimp started giving new accounts 30 days of email support so be sure to take advantage of their expertise while it’s available.

To find out what type of support Mailchimp gives here are the Mailchimp support options https://kb.mailchimp.com/accounts/management/mailchimp-support-options.

You can find the live chat and email options in your paid account through the knowledge base. Mailchimp wants you to search the knowledge base for your question and if you don’t find the answer scroll to the bottom of the page for the live chat option. You can also email Mailchimp from this page.

Unfortunately, you can’t contact Mailchimp by phone. πŸ™

Contact Mailchimp via Twitter

If you have a free account (you don’t have access to them with a free account) the quickest way I know to get info from Mailchimp is on Twitter.

I’ve gone through Twitter on several occasions when I needed something quickly, and something unusual that I thought would help the general Mailchimp community.

It really worked well. Direct message them @Mailchimp

Contact Mailchimp via Facebook

Contact Mailchimp on their page for a quick response   https://www.facebook.com/mailchimp/.

What can a Mailchimp consultant help with?

If you can’t get into your account or you’ve lost your ability to use your 2-step login verification I can’t help you. You will need to contact Mailchimp directly.

If you need help with billing, I can’t help you.

I can help with these types of challenges:

  • Email and Mailchimp strategy
  • Building a Mailchimp template
  • Creating Mailchimp newsletters and emails
  • Uploading a list to an audience
  • Groups and tags
  • Sending an email
  • Sending a free opt-in offer PDF
  • Adding a Mailchimp form to your website
  • Building an automation in Mailchimp

Get on demand help

Become a client

Have a question about Mailchimp? Please ask in the comments below and I’ll answer it quickly.

Want short Mailchimp tutorials? Subscribe to my YouTube Channel.

75 Comments

  1. Daniel W Freeman on July 10, 2018 at 4:39 pm

    Iam sick and tiered of trying to make my facebook ad with mailchimp. The se3cond time I tried to set up the ad, after I established the audience twice, after I set up the ad and counted all the spaces, and after I put up the $60 for myt ad, jmail chimp decided that it didn’t like or accept my webste’s legitimate address. Then, after trying rep;eatdly to save and close and save and close and save and close and save and close and save and close and save and close and save and close and save and close and save and close and save and close and save and close and save and close , mailchimp lost the file entirely

    • Amy Hall on July 10, 2018 at 9:07 pm

      Hi Daniel,

      Have you talked with MailChimp about this? If you don’t have a paid account take your issue to social media, Facebook or Twitter. I always get a quick response there. You shouldn’t be having these issues.

      • Jim Welch on June 27, 2019 at 3:34 pm

        Amy –

        Have you ever heard of a product that would integrate google contacts with a specific mail chimp list?

        Here is the scenario.

        I enter a contact into google contacts. Then I have to enter the contact info again into mail chimp. Is there an automated way?

        I also have the reverse issue going on, with one more component.

        Someone goes to our website and fills out a “sign up for newsletter form”. When they do that, the info automatically dumps into mail chimp. What would be great, is if it would take the next step and automatically dump into google contacts.

        Thanks in advance, Jim

        • Amy Hall on July 10, 2019 at 5:04 pm

          Hi Jim,

          I did a bit of research and didn’t find any integrations for this. The only thing I can think of is to use Zapier to take the email addresses and add them to a Google Sheet and then another Zap to move the addresses from the Google Sheet to your Google Contacts. BUT you can also download the list from Mailchimp and upload it to Google Contact via CSV file.

    • lig on February 11, 2020 at 6:42 am

      Our MailChimp account has been compromised and someone have maid the campaign without our knowledge. I need this e-mail to be unsent or something, as it is very sensitive information. Nobody from MailChimp is answering and I don’t know what to do next.

      • Amy Hall on February 11, 2020 at 9:27 am

        You can’t unsend the email. You can send a follow up email letting people know the situation. Change your password right away.

  2. Helen on August 16, 2018 at 11:59 am

    How do you get help if you are using their free option? I cannot get the templates to do what I know they can do because I’ve had success before. Cannot find anything on their tutorial pages and it seems unless you pay, no one will talk to you???

    • Amy Hall on August 16, 2018 at 9:21 pm

      Hi Helen, Try taking your issues to social media. I post on their Twitter page when I have an issue that needs immediate assistance. Posting on their Facebook page works also. What’s not working with your template?

  3. Amy on August 28, 2018 at 10:27 am

    Hi! I am curious if you can convert a PDF with active links into a format that will upload to MAILCHIMP. I would hate to have to redesign the piece from scratch.

    • Amy Hall on August 28, 2018 at 11:49 am

      The pdf with the live links can get added to MailChimp. As long as the file is a pdf it can be uploaded to MailChimp.

      • veronika on December 14, 2019 at 10:58 am

        hi there, how do i take down the newsletter i have already sent out πŸ™

        • Amy Hall on December 15, 2019 at 12:04 pm

          You can’t “take down” a newsletter. Once it’s sent it’s sent and can’t be adjusted.

  4. Kelly Hyde on October 9, 2018 at 12:54 pm

    I am having significant trouble getting a response from mail chimp. I am the CEO of a company and we use mail chimp as the medium from our website when prospective customers desire a demo or interest of our product. Our account was singed up to an employee who since has been fired. The account under chimp mail was set up under his email account and I have tried many times to request the username and password change under this email address (I now have control of this email account) but never receive any response from mail chimp by email to change and information for our account. It seems very poor business practice to not respond. The only way I can change this very vital account over to me is for mail chimp to respond. HELP!!

    • Amy Hall on October 9, 2018 at 1:10 pm

      If you can’t get the password reset … the username is most likely the email address on the account then I would take the issue to social media. They have a quick response time on Twitter & Facebook. Do you know if the account is a free account or a paid account? Paid accounts get a quicker response when sending them an email.

      It’s always a good practice to set up 2 admins for the account.

  5. Suzanne on October 10, 2018 at 6:25 am

    Hi team,
    My mail chimp account has been deactivated. I was in conversation
    with your chat team and they advised me to email to you guys. Kindly
    reactivate my account. Also, please revert back so that this doesn’t happen
    in future and how much time will it take to resolve / reactivate my
    account.
    Best,
    Suzanne Banks

  6. Nilesh Choudhary on November 28, 2018 at 4:05 am

    Hi,

    I hope you are doing well.:)

    I am having an issue with the MailChimp.

    I have a list and in that, all the subscribers are added to it. But the one question is if the subscriber’s data are in capitalize or in uppercase format then for the new user it is added to the list but again if the same user tries to subscribe then the user data is not modified.

    Let’s take an example:

    I have a form with fields email and name and both are in the uppercase format and the form is integrated with the MailChimp account.
    When the new user fills out the form with the data suppose email id “ABC@GMAIL.COM” and name “ABC” then these data is stored in the list in the Capitalize format, but when same user again fills out the form with same email id and change in the name with supposing “XYZ” then in the MailChimp it should be modify the user data.

    But if the email id is in the small case then the data are modified in the MailChimp.

    Could you please suggest me the proper solution asap.

    Looking forward to your response.

    • Amy Hall on November 28, 2018 at 9:27 am

      Hi there,

      I don’t really understand the issue. Email is not case sensitive. And abc@gmail and xyz@gmail are 2 completely different email addresses. So both email addresses should be stored in Mailchimp.

  7. Julie Purcell on December 3, 2018 at 11:44 am

    I sent out a December 1st campaign to our usual email list of 1,377. When I checked our report it said that 633 were a soft bounce. How is this possible? We usually will have a handful that bounce, but never almost half. They all say under Bounce Reason , “Bounce Reason” What can I do to get this campaign out to those that did not receive it?

    • Amy Hall on December 3, 2018 at 12:19 pm

      There are many reasons an email address soft bounces.
      1. Some type of spelling or syntax error in the email address.
      2. The inbox is full and not accepting any new emails.
      3. The email address is being eliminated. Someone else is monitoring the email address and hasn’t checked the inbox for a while and it’s full.

      I need more info to solve this issue for you.

  8. TG on January 11, 2019 at 6:17 am

    It says paid users can chat but where is that resource? I hate it that all these companies want to take your money but make it impossible for one to ask a real person a question…

    • Amy Hall on January 11, 2019 at 11:13 am

      The chat will automatically pop up in the bottom right hand of the screen when you’re editing a campaign. Or you can click on help in the upper right-hand corner of the screen, click on a topic and scroll down to the bottom of the screen for the chat button.

  9. Jane on January 15, 2019 at 12:10 pm

    Hello Amy,
    I am new to Mailchimp and am looking for a simple letter format to reach our members, and to copy from our list of draft emails that have already been sent. The issue is that I only see announcement or newsletter formats and it looks to be a fairly short list.

    I know my predecessor used Mailchimp to send these letters out … is there another place I should be looking for a complete list of old draft emails?

    Thank you.

    • Amy Hall on January 15, 2019 at 11:20 pm

      Hi Jane,

      The “drafts” you are looking for are in the template area. Also you can go into the campaign area and replicate one of the sent campaigns and change out info and then send. I hope this helps. And if you want to learn more about Mailchimp quickly I have a 1-hour training I give. πŸ™‚

  10. Sheila on January 21, 2019 at 8:34 am

    I am new to Mail Chimp, have a form embedded on my website to register for my newsletter. However, I am getting more than several requests with numbers like these listed below. What does this mean? Example Below:
    | 5a96a06b5194d | 5a96a06b519a0 |

    Additionally, would like to know more about ‘merging’ and sending a trial newsletter to my own email address, before sending it out to my recipients.
    I have not been able to successfully send that.

    Thank you for any information you may be able to offer, as my email to Contact@mailchimp.com was returned as undeliverable.

    S. Clark

    • Amy Hall on January 21, 2019 at 10:42 am

      Those email addresses are spam. To easily and quickly fix this add a captcha to the form in your site. You can turn the captcha in Mailchimp or add a Google captcha to your website.

  11. Kerryann on January 22, 2019 at 6:45 pm

    I need to know how to get mailchimp to connect to me Business Facebook page instead of my Personal Facebook page. Thank you

    • Amy Hall on January 24, 2019 at 5:06 pm

      When you integrate your Facebook with Mailchimp you will integrate with your profile. But if you scroll down a little on the page you will see a place to choose which business page you want to send your emails to.

      These posts are kind of challenging looking as the image you want to show up doesn’t always show up. If I ever post an email to Facebook I always post the link myself so I can force the correct image.

  12. Sarah on January 28, 2019 at 12:25 am

    Hi Amy

    I’m having a problem with Mailchimp but don’t have an account that warrants paying – only 56 subscribers at present. My issue is that a friend signed up to subscribe yesterday and eventually received a note saying she was successful but her name has not been added to the list and I have had no notification. I presume this is a mailchimp problem rather than a squarespace one and just don’t know how to solve it. Can you advise please?

    • Amy Hall on January 28, 2019 at 8:52 am

      Are you using the Squarespace Mailchimp form?

      It sounds like Mailchimp and Squarespace aren’t integrated. Did you add the Mailchimp API to your Squarespace account?

      In the past, I’ve used Mailmunch on the Squarespace sites I’ve added Mailchimp form to. I find it quick, easy and beautiful.

  13. Ivonne on February 5, 2019 at 2:14 am

    I am super frustrated with Mailchimp. My account says that it is currently under maintenance for a mont nh now. SO I cannot access anything and I cannot access support. ALl the tutorials do not have links and need you to be an active user. I am in this nightmare loophole. HELP PLEASE.

    • Amy Hall on February 6, 2019 at 5:13 pm

      Hi Ivonne,

      Please contact Mailchimp via social media, Twitter or Facebook. I don’t have access to your account as I’m not an employee of Mailchimp.

      When you contact Mailchimp via social media they jump on the question quickly.

  14. aurelie on February 6, 2019 at 1:46 am

    Hi amy, thanks for helping the free clients of mailchimp! I have a problem on my website, with the embedded form. The error ” something went wrong” appears when subscribers tried to …subscribe, i deactivate all plugins, change the api key…I’m lost. Thanks for your time.

    • Amy Hall on February 6, 2019 at 4:50 pm

      Hi Aurelie, What form maker plugin are you using on your site? Is it up to date? Do you have any other plugins that conflict with your form plugin? There are lots of reasons this could happen.

      • aurelie on February 7, 2019 at 5:50 am

        Thanks for the response, I’m using hustle, up to date, and it’s the only one form plugin. The weird part is that some subscribers succeeded but others don’t. The errors reported to me were done with gmail adresses.

        • Amy Hall on February 8, 2019 at 9:10 am

          If it’s only Gmail and Gsuite email addresses there is a bug with the plugin. They know they have some types of errors from this support string I found, https://wordpress.org/support/topic/this-email-address-has-already-subscribed-error/ I would take this back to them on their support channels or on social media to get quick results.

          • aurelie on February 8, 2019 at 2:48 pm

            I will contact them indeed, thank you very much for your time, there’s a light at the end of the tunnel!



  15. Chris on March 7, 2019 at 1:25 pm

    Hi! I have been trying to send my campaign for the last 6 days. For the first few days I could not get into the campaign to make changes, it kept spinning. Today I was able to get on and make changes , but as soon as I save it to get to the draft to send it just spins. Then it just times out and I start all over again. Any suggestons?

    • Amy Hall on March 7, 2019 at 1:45 pm

      Hi Chris,

      Hmm sounds like memory issues. Did you try on a different browser?

  16. Fab on March 17, 2019 at 10:39 pm

    Hi,

    Does anyone here experienced receiving tons of out-of-office replies after sending a campaign? I have an open ticket in Mailchimp’s technical support. They confirmed that it is a known issue and there’s no workaround on it yet. So am still waiting an update and more details from their Development team.

    Any similar issues out there? How was it resolved so far or any alternative?

    Cheers!

    • Amy Hall on March 18, 2019 at 11:14 am

      Hi Fab,

      I can’t see any way around getting out of office replies because that’s how inboxes work.

      But if you use a filter that contains the words ‘out of office’ you will be able to add them to a folder or delete them altogether.

      Hope that helps,
      Amy Hall

  17. Dave on March 20, 2019 at 9:30 am

    We are a campground, and we gave control of our mailChimp account to a person who is no longer associated with us, and didn’t relinquish the account back to our control. I am trying to get control back by asking them to reset the email to an earlier name, so we can gain our rightful access back. I don’t know if this’ll work or not. What is the likelyhood… I provided them with all the information needed to do so.
    The two admin idea is a good idea going forth, but we didn’t do that.

    • Amy Hall on March 20, 2019 at 2:53 pm

      You should have an excellent chance of getting your account back… but it may take time. Mailchimp is a little slow answering email. If you want to speed up the process connect with them directly using Facebook or Twitter. You’ll get much faster results.

  18. Bill Rich on April 27, 2019 at 12:50 pm

    I’m a new mailchimp user and doing reasonably well with MC. I use it to send a weekly church newsletter. I’d like to be able to put “old” mail chimp campaigns in a folder and then remove (delete)
    them from the Campaign page because I’m going to wind up with 48 mail chimp campaigns in the on the Campaigns page if I want to save them in a folder. The help file says: Delete from the Campaign page and and it deletes from the folder, (which it does) I want to do this so I can reuse “sent” emails with just a few changes. What would you do to solve this issue??

    • Amy Hall on April 30, 2019 at 1:07 pm

      Hi Bill,

      There is no way to resolve this issue. Mailchimp campaigns show up in the general campaign folder in the order they were last worked on. You can add them to a folder to organize them but this doesn’t take them out off the general campaign page.

      You can sort through the general campaign page by recent, ongoing, draft, and completed. That does help to cut down the mess a bit.

  19. April on May 21, 2019 at 6:42 am

    Is there anywhere I can find an answer to a Squarespace question? I’m trying to collect tag data through my Squarespace site using the Forms block “Hidden” option, but it’s not working. Is there any way to collect tag info via Squarespace at all? Thank you!

    • Amy Hall on May 22, 2019 at 10:25 am

      Hi April, I use a 3rd party form maker called Mailmunch on Squarespace sites for just this reason. It’s easier and quicker to connect Squarespace with Mailchimp and you’re able to tag and group subscribers without using hidden fields.

  20. Riche Forte on August 9, 2019 at 2:12 am

    Hi Amy,

    My account has been disabled as I created a landing page with affiliate links, which I have since removed. I did not know this was a violation. I have had my account since 2015 with no issues. How do I get my account restored? I do not want to lose it.

    • Amy Hall on August 9, 2019 at 8:54 pm

      You’ll need to contact Mailchimp directly. Try contacting them via their Facebook page or Twitter profile. They usually answer quickly there.

  21. caillard on September 3, 2019 at 7:11 am

    Hi Amy,
    I have significants non compliant audience contacts in Milchimp after a campaign and as its said in the Guides and Tutorials :
    “You won’t be able see non-compliant audience contacts in Mailchimp, but you can export them.”
    I would like to export them but I can’t find any way to do so..

    • Amy Hall on September 3, 2019 at 4:28 pm

      There should be an export button in the top right when you’re in the audience looking at view contacts.

  22. Shane bower on September 11, 2019 at 9:05 pm

    Why am not receiving my test emails..!?!? As I don’t want to start & send it out to everyone till Ive tested it..

    • Amy Hall on September 12, 2019 at 9:56 am

      Are you sending your test emails to the same email address you’re sending your email from? If so they could be in the spam filter or blocked completely for security. Are you using your Yahoo email address as your sending from email address in Mailchimp? If you are that could be your issue. Emails from Yahoo email addresses have some deliverability issues.

  23. Nicol Stevenson on November 4, 2019 at 8:01 am

    My links are working fine when I send a test email, but when I send the actual campaign out, the links are not working. Any thoughts?

    • Amy Hall on November 4, 2019 at 8:23 am

      The only thing I can think of off the top of my mind is that the links aren’t live yet. Other than that I’d need to look into your account to see what is going on. I do have a 1/2 consulting session which is perfect for this.

  24. Pam dempski on December 9, 2019 at 10:29 am

    I’m looking for a mobile platform. Does mail chimp offer these services? If not, who do you suggest?

    • Amy Hall on December 9, 2019 at 10:35 am

      You can create emails on both tablets and phones with the Mailchimp app. πŸ™‚

  25. Yraida Charun on January 23, 2020 at 7:00 am

    In my work we have a problem with Mailchimp, we discharged the account and disenrolled the credit card of the company on 11/01/2019 and when doing the check it is visualized that it is already canceled. We understand that for billing closing we were charged to the account the collection of the invoice corresponding to October and the payment was made on November 7 but the payment continues to come in the months of December and now in January, please ask for your help so that Do not continue charging us knowing that we no longer have the service.

    We are attentive to your prompt help, the company data is:
    Berlitz Centers del Peru S.A.C.
    Ruc 20302114481
    Postal Code 15073

    • Amy Hall on January 23, 2020 at 8:26 am

      Hi Yraida,

      You’ll need to contact Mailchimp directly. I don’t work for Mailchimp and can’t help you with any billing for Mailchimp.

  26. Judy on February 8, 2020 at 4:09 pm

    We sent out our first email campaign to 550 contacts. All went well. In reviewing our stats, the open count looks good, but total opens (multiple ones for contacts) is high. One contact is listed with 351 opens and another with 185. I can’t find any explanation for this, but I know they didn’t open the email that many times. Any ideas?

    • Amy Hall on February 9, 2020 at 5:27 am

      Congratulations on the great send! About the opens… Mailchimp has a viewing pixel in the email. Images have to be loaded for the viewing pixel to fire. Mailchimp “pings” the pixel to record an open. If someone opens your email and leaves it open in the browser Mailchimp will continue to ping the pixel and every time the ping the pixel it will count as an open. That person with the 351 opens most likely left your email open in the browser for quite a while.

  27. Sally Wainwright on February 15, 2020 at 6:23 pm

    Hi
    I am trying to upload a pdf to link to in an email I am sending out.
    When I try (and when I try to upload a word document) I get this error message.
    “We can’t upload that file type”. It flashes up on the screen for a few seconds and then vanishes but doesn’t provide any more information or links.

    I have previously uploaded pdfs without difficulty (or so I thought) but I notice that in my content studio, they’re now all greyed out, with the comment “pdf unsupported”

    I’ve a free account so can’t contact MC directly and they have no means to let you report a fault even.
    It’s a bit desperate now, so any advice would be really welcome.
    Many thanks

    • Amy Hall on February 16, 2020 at 8:27 am

      That’s so odd. You should be able to add a PDF. Have you tried logging out of the account, closing the browser and then logging in again? It’s the equivalent of turning the site off and on again. And if you want to contact Mailchimp, contact them via social media. I like Twitter for this.

    • Sally Wainwright on February 16, 2020 at 5:33 pm

      No worries. Sorted now. Must have been a glitch.

  28. Dom Caristi on March 14, 2020 at 1:32 pm

    Hi Amy.

    I’ve been using Mailchimp almost a year, sending a newsletter every weekday to about 220 people. When I do an admin add, it shows them as “Subscribed” in my Audience list, but they don’t get the newsletter. It says I have 229 subscribers, but every day when I hit “Send” it says it was sent to 212 subscribers. I can’t find the issue.

    • Amy Hall on March 15, 2020 at 9:31 am

      Check the send area of your campaign. Does it say all subscribers? Does your Mailchimp audience say 229 contacts and 212 subscribers? I couldn’t say for sure what’s going on in your account until I look at it. πŸ™‚

  29. Dom Caristi on March 15, 2020 at 3:01 pm

    Audience says “258 Contacts. 229 of them are subscribers.” I understand the difference is unsubscribers and “cleaned.” But the 229 differs from the 212 I am told when I get the the “Rock On” screen when I send my campaign.

    • Amy Hall on March 15, 2020 at 3:13 pm

      Check your campaign and make sure it’s sending to the entire list and not sending to a segment, tag or group.

      • Dom Caristi on March 16, 2020 at 5:34 am

        Thanks – that was it.
        You rock!

  30. Ridhee Gupta on March 19, 2020 at 8:36 am

    Hello,

    I am trying to resolve an email campaign issue. I have created a two column email campaign to be sent out through a MailChimp free account. I also have “View this email in your browser” link in my email campaign. While testing the email, I clicked on the link to see how the email will look in the browser and on Chrome the columns are one below the other when it is imperative, due to styling, that they be next to each other. I cannot find any articles about fixing this on the MailChimp knowledge base. Any help you can provide will be appreciated!

    • Amy Hall on March 19, 2020 at 9:01 am

      How wide is the screen that you’re using to look at the email? Desktop screens read emails at 600px wide and tables and phones read emails at 300px wide. When your email is cut in half width the columns will stack up underneath each other for the very best mobile experience. I would not suggest a 2 column email on a mobile device. The columns will be far too small for anyone to read.

      • Ridhee Gupta on March 19, 2020 at 9:20 am

        Hi Amy, thanks for the reply.

        I am using a laptop and the email looks fine in my inbox. Definitely 600px wide then. On the same laptop, though, when I open the email in Chrome (as a view in browser) the columns are stacked underneath each other. Do you know of any way of resolving this?

        • Amy Hall on March 19, 2020 at 9:53 am

          That’s a browser issue … Not Mailchimp. Are you on the latest version of the browser? I don’t know how to fix a browser.

          • Ridhee Gupta on March 19, 2020 at 10:07 am

            I am on the latest browser, I was wondering if it had anything to do with the coding of the email and if it differs for browsers.



          • Amy Hall on March 19, 2020 at 1:03 pm

            The emails are coded for inboxes. I don’t know anything about the cross browser capability of the emails.



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