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.

37 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.

  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. 🙂

  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.

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