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Troubleshooting Mailchimp issues

Follow this guide to avoid and troubleshoot common issues with Mailchimp connections through our integration.

For help with your Mailchimp account or if you have trouble using our Mailchimp extension, visit their documentation or contact their support team.

Tip: As an alternative to Mailchimp, use our Email Campaigns feature to send emails directly from your site.
You can use the Mailchimp integration, a premium feature, to build your subscriber lists using form or newsletter blocks. Use the Mailchimp extension to sync your Squarespace orders, products, and customer information with your Mailchimp account. Both are available in Business and Commerce plans.

Before you begin

  • Per Mailchimp's policy, lists can't exceed 30 fields. If a form has more than 30 fields, edit the form to remove some fields.
  • If you're using an existing audience, ensure all blocks connected to the audience are identical.
  • When testing your Mailchimp connection, use an email address that isn't already subscribed. Subscribed addresses won't receive opt-in or confirmation emails, which can make it hard to identify and fix problems. To learn more, review Mailchimp's tips.

Email: Form submission error

If you receive an email with this subject line, Mailchimp may have flagged a submitted email address as fake or mistyped. If the email address looks suspicious, then it's likely the email was blocked. This is to protect you and preserve the integrity of your Mailchimp audience.

If the submitted email address looks normal, it might be a connection error between your form and Mailchimp. This email acts as a failsafe to ensure the form submission isn't lost.

Follow these steps to check the form's Mailchimp connection:

  1. In the Home menu, click Pages and go to the page mentioned in the email.
  2. In the page editor, double-click the form block or newsletter block to open the block editor.
  3. Click the Storage tab.
  4. In the Mailchimp connection, click Disconnect or X.
  5. Click Connect and re-select the audience you were using from the drop-down menu.

If the issue continues:

Manually add email addresses

If you've followed the above steps but still receive the form submission error email, Mailchimp may have flagged the email address as spam for your security. To learn more, visit Mailchimp's documentation on fake signups.

If the address is legitimate, you can try manually adding it to your audience from your Mailchimp account.

Errors in submission information

If new subscribers aren't being added to an audience or you're seeing other submission errors, there may be an issue with the connection. Follow the steps in the sections below to resolve the issue.

Uncheck required fields in Mailchimp

If any fields are checked as required in your Mailchimp account, form submissions may not appear in Mailchimp. To resolve this:

  1. In your Mailchimp account, go to the Audience page and click the audience associated with the form.
  2. Select the Settings drop-down menu.
  3. Click Audience fields and *|MERGE|* tags.
  4. Uncheck any Required boxes.

Mailchimp always requires an email address. This won't cause connection issues.

Use a new, empty audience

If you're having trouble with an existing Mailchimp audience, connect a new, empty audience instead:

  1. Go to your Mailchimp account.
  2. Create a new audience following Mailchimp's steps.
  3. In your Squarespace site, double-click the form block or newsletter block to open the block editor.
  4. Click the Storage tab, then click Mailchimp.
  5. Select the new audience from the drop-down menu.

Reset your connection in Mailchimp

If a block connected to Mailchimp has frequent issues, temporarily disconnect the form from Mailchimp and reset permissions for your account:

  1. In the page editor, double-click the form block or newsletter block to open the block editor.
  2. Click the Storage tab.
  3. In the Mailchimp connection, click Disconnect or X.
  4. In a new tab or window, log into your Mailchimp account.
  5. Click your profile name and choose Account.
  6. Click the Extras drop-down menu, then click API Keys.
  7. Scroll down to Authorized Applications and click the X next to Squarespace. For more help disconnecting in Mailchimp, visit their documentation.

  1. Return to your Squarespace site, open the form's Storage again and try reconnecting to Mailchimp. This will prompt you to create a new connection.

After you reconnect the block:

  1. Send a test submission to check if you receive the new submission.
  2. Manually reconnect all form and newsletter blocks on your site. Disconnecting Squarespace from Mailchimp disconnects all Squarespace forms connected to that Mailchimp account.

Subscribers aren't receiving confirmation emails

If subscribers aren't receiving the "Confirm your subscription" email, visit Mailchimp's documentation for help.

Subscribers and form submissions don't match

Discrepancies between subscribers and form submissions can be caused by double opt-in, which is enabled by default. If subscribers don't confirm their subscriptions via email, Mailchimp doesn't add them to your audience. You can disable double opt-in to automatically add subscribers to your audience.

Emails go to spam folders

Many providers who offer free email service, like Yahoo! and AOL, follow strict DMARC policies. This can affect delivery for your campaigns. Mailchimp offers a solution, which you can read about in their Help Center.

Tip: To use a new email provider, you can get a custom email address with Google Workspace.
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Troubleshooting Mailchimp issues