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Troubleshooting MailChimp issues

This guide will help you 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 a list
  • Errors in submission information
  • Emails about unsaved form submissions
  • Email campaigns go to spam or junk folders or are marked as phishing
Note: For general help with using MailChimp, visit MailChimp's documentation or contact their support team.
Tip: When testing your MailChimp connection, use an email address that isn't already subscribed to the list 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.

Subscribers must confirm

If there's a discrepancy between the number of people who sign up and the number of subscribers in the list, it might be because some people didn't completely confirm their subscription.

When a visitor submits a form, they receive a confirmation email from MailChimp. Visitors must confirm to subscribe. This is required for MailChimp's double opt-in process.

Use a new, empty list

To use MailChimp as a storage option, we recommend connecting to a new, empty MailChimp list. If you're having trouble with an existing MailChimp list, use these steps to connect a new, empty list instead.

  1. Go to your MailChimp account.
  2. Create a new list following MailChimp's steps.
  3. In the page editor, double-click the Form Block or Newsletter Block to open the Edit Form window.
  4. Click the Storage tab.
  5. In the MailChimp option, select the new list from the drop-down menu.

Tips for using an existing list

Using a new list for each form on your site is the best way to avoid issues with the connection. If you absolutely need to connect to a list you already have, the Form or Newsletter Block fields must be completely identical to the fields in the list. 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 list, 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 list, 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 Lists page and select the List associated with the form. .
  2. Click the Settings drop-down menu.
  3. Select List 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 data fields. If the block has more than 30 form fields, edit the block to remove some fields.

Check your email provider's DMARC policy

Using a From Email Address by a provider with a strict DMARC policy could cause issues with your campaigns. Providers with these policies include Yahoo! and AOL. For more help, visit MailChimp's documentation.

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

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 the Extras drop-down menu, then click API Keys.
  6. Scroll down to Authorized Applications and click the X next to Squarespace.

  1. Return to your 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 list from the drop-down menu.

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

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Troubleshooting MailChimp issues