MailChimp Help: How to Contact MailChimp

Updated 01/01/2018

This is MailChimp Help with Amy Hall. I have a question from Paul who received a message from MailChimp, “One of your recent campaigns received a direct complaint from a recipient.” How can I find out the deals of that original contact without the recipient address that caused the message?

Contact MailChimp via email and the website

The MailChimp sites provide general information. You can contact MailChimp directly by emailing from their website https://mailchimp.com/contact/. Here’s MailChimp contact info https://kb.mailchimp.com/accounts/management/mailchimp-support-options. (If you’re logged into your account you’ll get a live chat button.) In the past, I’ve used the email address contact@mailchimp.com, but last time I emailed this address I never received an answer. You can find the live chat on the contact support page. (Live chat is only for paid MailChimp accounts.) It’s under all the support boxes and says “Don’t have time to wait for an email response? Chat with our support team.” in light blue. Careful you may miss it!

Unfortunately, you can’t contact MailChimp by phone. 🙁

Contact MailChimp via Twitter

If you have a free account (you don’t have access to them and with a free account) the quickest way I know to get info from MC is to go 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. So I’ve gone to Twitter and asked my question. It really worked well. Direct message them. Go to your Twitter account and add a tweet to them and ask your questions.

Contact MailChimp via Facebook

They have a Facebook page, https://www.facebook.com/mailchimp/. Contact them on their page for a quick response.

Where to look to see what people say when they unsubscribe

The other place you may want to look for this complaint information is in your list. I’m signed into my MailChimp account. We’re going to go to the list. Go to the campaign that you got the complaint on.

So let’s say this is my last campaign that I sent out to a class I was teaching. This is the report. You’re going to view the report. The person you’re referring to probably complained to them separately. So you’re going to see them in the unsubscribe area, and when you click on this area, it will tell you who unsubscribed.

You may have something in this area that says “abuse reports”, you may be able to see something there. Can’t see anything in my account because this campaign has a very tight target audience that was in my class.

So I hope that helps. Let me know if you have any more additional questions. Please feel free to email me at amy@amyhall.biz.

Want more short MailChimp tutorials? Subscribe to my YouTube Channel.

14 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.

  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.

  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.

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