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Troubleshooting Mailchimp issues

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

Some common problems include:

  • Subscribers and form submissions don't match
  • New subscribers aren't added to an audience
  • Errors in submission information
  • Emails about unsaved form submissions
  • Email campaigns go to spam or junk folders or are marked as phishing

For help with your Mailchimp account, 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.
Tip: When testing your Mailchimp connection, use an email address that isn't already subscribed to the audience you're troubleshooting. When you enter an address that's already subscribed, the address won't receive opt-in or confirmation emails. This can make it hard to identify and fix problems.
The Mailchimp integration is a Premium feature available in Business and Commerce plans.

Subscribers confirm via email

Mailchimp's double opt-in process can cause discrepancies between the number of people who sign up and the number of subscribers in your audience. Double opt-in requires visitors to confirm their subscriptions via email, and some people might not complete the process.

Disable double opt-in

Double opt-in is enabled by default. To learn how to disable it and automatically add subscribers to your audience, visit Using Mailchimp with Squarespace.

Issues sending the confirmation email

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

Use a new, empty audience

To use Mailchimp as a storage option, we recommend connecting to a new, empty Mailchimp audience. If you're having trouble with an existing Mailchimp audience, use these steps to 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, open the form's editor. For example, open the page editor, and double-click the Form Block or Newsletter Block to open the Edit Form window.
  4. Click the Storage tab, or click Connect other services.
  5. In the Mailchimp option, select the new audience from the drop-down menu.

Tips for using an existing audience

Using a new audience for each form on your site is the best way to avoid issues with the connection. If you absolutely need to connect to an audience you already have, the Form or Newsletter Block fields must be completely identical to the fields in the audience. Any discrepancies between type, name, or arrangement of fields will create errors.

If you think there may be differences between your form and your Mailchimp audience, reset the Mailchimp connection, check the block to confirm all fields are identical, then reconnect Mailchimp as a storage option.

If you're connecting multiple forms to the same audience, the blocks must be absolutely identical.

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, uncheck the required options in Mailchimp.

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

You can now create required fields using the option in the block.

Note: Mailchimp always requires email. This won't cause connection issues.

Shorten forms to 30 fields or fewer

Per Mailchimp's policy, lists can't exceed 30 fields. If the block has more than 30 form fields, edit the block to remove some fields.

Check your email provider's sending policy

Many providers who offer free email service, like Yahoo! and AOL, follow strict DMARC policies. This can cause issues with your campaigns. For more help, visit Mailchimp's documentation.

Tip: To use a new email provider, you can get a custom email address with G Suite.

Reset your connection

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

Note: Disconnecting Squarespace from Mailchimp will disconnect all Squarespace forms connected to that Mailchimp account. Manually reconnect all Form and Newsletter Blocks after resetting the connection.
  1. In the page editor, double-click the Form Block or Newsletter Block to open the Edit Form window.
  2. Click the Storage tab.
  3. Click the X to disconnect the form from Mailchimp.
  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.
  8. For more help disconnecting in Mailchimp, visit their documentation.

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

After you reconnect the block, send a test submission to check if you receive the new submission.

“You have an unsaved form submission” email

You'll receive this email if a submission to your form didn't send to your storage method. This email provides a backup for the submitted data that didn't make it to your storage option.

Click the URL in the email to go to the page where the failure occurred. Use the following steps to troubleshoot the issue:

  1. Go to the page URL cited in the email.
  2. In the page editor, double-click the Form Block or Newsletter Block to open the Edit Form window.
  3. Click the Storage tab.
  4. Click Mailchimp. If prompted, reconnect your Mailchimp account.
  5. Select your Mailchimp audience from the drop-down menu.

If issues continue, repeat these steps to connect the block to a new, empty audience. If this doesn't resolve the issue, reset the Mailchimp connection.

Using a free email provider

Using a free email provider for bulk email marketing can cause delivery problems. Mailchimp offers a solution, which you can read about in their help center.

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Troubleshooting Mailchimp issues