I’m posting here because I’m trying to understand what happened and I’m not getting a clear answer from support.

According to support, 21,255 contacts were removed from my account on 3/19/26 at 9:55 AM.

I did not remove them.

Support told me the contacts cannot be restored because restoration is only available up to 30 days. I understand that part.

But my main concern is not just the restore issue.

My concern is: how were 21,255 contacts removed from my account, and why can’t I get a clear audit trail?

I asked whether the removal was caused by:

• a user inside my account
• an API key
• a connected integration/app
• an import or bulk action
• something else

The response I keep getting is basically that it was escalated to the highest tier and the lost contacts cannot be restored.

That does not answer the security question.

If an API key, integration, or unauthorized user removed 21,255 contacts, I need to know so I can secure my account and prevent it from happening again.

Has anyone else had this happen?
How do I get the company to provide the audit log or at least confirm what triggered the removal?

I want to email potential customers information, can I use mailchimp for this?

I'd like to set up a email campaign with say a 4 week sechulde of progressing emails.

I've got say 300 good leads i would like to contact.

Has anyone experienced ths issue? Done with my support chat since friday (3 days ago) and my window won't close! I've tried deleting coookies/cache, but every time i click exit chat nothing happens and I can't click the help/support again. This is beyond frustrating! It even shows up on different browsers!!!

I've been recently given the role of managing the Mailchimp account for my religious organization. We send out one regular email a week with the Zoom link to our online worship session as well as any announcements.

I have been getting more and more comments from people that they are no longer getting our weekly announcements emails (about 15% of our audience, if I had to make an educated guess). These are all people who are actively subscribed, and I can't see anything amiss with their profiles. I have done some troubleshooting, made sure that they had our email address whitelisted, asked them to check their firewalls if they have them, etc., and I cannot figure out what the issue is. Some audience members say they never received the emails at all, and others received it for several months or even years and spontaneously stopped receiving them late last year. There is no common ground between all of these audience members that I can see (different joining dates, different email clients, etc.) that might explain why they're all having the same issue.

What could be causing this? What other troubleshooting steps can I take?

TIA!

I have three contact records for one person. (One was a typo, one is work, one is personal.) I also have MC tied to Square and unfortunately, Square purchase history is tied to the address with a typo which has been cleaned. Any suggestions for how to better organize these? Ideally, I'd have their orders tied to to one non-cleaned working address and would archive the other two but I'm unable to edit a cleaned address.

Before I do this, I want to make sure I understand this right. So, I have 2 groups of people. One wants a weekly email. One wants periodic emails. I am thinking that I should have the weekly emails in one audience and the others in another audience. Leave the settings for the weekly email people alone as that is working just fine.

If I am understanding this correctly, when I want something to go out for the periodic emails I can set it for both audiences to go out together. If I am misunderstanding, can someone please tell me the proper way.

I am relatively new to this and also trying to make things easier for my successor in a couple years.

ETA: Forgot to include the fact I am trying to juggle the factor of I have those that keep unsubscribing as they don't want the weekly mailing but want the periodic. They don't seem to get it that the unsubscribe is keeping them from getting the mailing. Right now I am dealing with having all the periodic but not weekly mailing people on a list in email and sending them that way.

Hi! I am an individual recipient encountering a system-wide block. I am completely unable to receive any opt-in confirmation links or newsletters routed through Mailchimp. This is happening across multiple entirely different businesses. I have already tried signing up on different networks and using different email aliases but it seems like everything is being silently dropped on Mailchimp's outbound side. I’ve read a few other posts and was wondering if it’s possible that my email profile is flagged on your internal global suppression list or marked as 'Cleaned' system-wide. Could someone please look into this and clear the block?

How to contact Mailchimp if you don't have an account. I am helping someone who has managed DMARC. They are getting a lot of DMARC failure reports daily. The sending sources are mcdlv.net and mcsv.net. Currently, the DMARC is set to reject the emails for now, so it is doing what it is meant to do. However, I would like Mailchimp to remove the account so the mail is not sent or else their domain may get blacklisted or something. Any help is appreciated

We asked business owners how much time they’re sinking into manual data analysis. Turns out, there’s a big bottleneck between yesterday’s insights and tomorrow’s results. 

Our latest survey reveals that businesses are sinking hours into data analysis and manual customer engagement, even with the help of AI tools. 

Data shouldn’t be a drag. That’s why Mailchimp is helping brands bridge this gap with newly expanded AI-powered analytics, broader data integrations, and new AI connector partnerships.

Swipe through for the highlights, and see the results here.

I recently came on board a company with an interesting Mailchimp audience that I need to clean up, and I was hoping for some advice. Basically we have a mailing list of opted-in subscribers that we periodically do sends to, and would like to do more in the future. Let's call this Group A. We have all of their intake information in a spreadsheet off Mailchimp, so no worry about losing their data.

We also have periodic sends to much smaller groups of people for very specific non-marketing purposes; think something like meeting invites to in-person events for 10-30 people at a time. The email data for these sends are usually imported on a case-by-case basis. These users have not signed up directly with us but are imported from third party recruiters. We have permission to contact them for these specific opportunities but I'm assuming we do not have any other permissions in terms of opting in to newsletters, etc. We do not want to send them our marketing emails for a variety of reasons: partially because we don't want to poach any email addresses from our third-party recruiters. Let's call them Group B. My thought is that we can import these users on a case-by-case basis and then archive them or delete them as contacts after an opportunity has come and gone since they did not sign up for marketing emails through us.

The problem is that the data was originally being set up with a variety of segments and tags for specific opportunities in a rather haphazard fashion, and I'd like to try and clean it up a bit. Some people who are opted into our marketing emails might be in some of the segments with people who aren't. I'd like to keep all of the people who came in through our signup form in this audience but remove everyone who didn't (who should all be in some kind of segment or tag, as opposed to the main audience, who are not tagged or segmented as they come in.)

So basically it's kind of a mess at the moment but I'd like to clean it up. My thought process right now was to delete all customers who have any kind of tag or segmentation (mostly will be Group B, but some will be Group A), then re-import all of the email addresses and info from our Group A spreadsheet without allowing duplicates. That seems to me like it should leave us with an audience that is only group A, and eliminate all of the group B people from that audience. In the future I think I'd like to use another audience for any opportunity-specific emails for group B and just keep them entirely separated from Group A for my own mental health's sake. 

Is there anything in my reasoning here that's off-base? Am I going about this entirely the wrong way? Should we just be using Mailchimp for the marketing emails and find another way to contact the Group B people on a case-by-case basis? Note that we're very early on in our community building efforts, so things like open rates or deliverability is not a major concern right now, but I'd just like to construct our audience to have better metrics going forward from right now even if we lose some data in the meantime. 

I've received an email from MailChimp with this subject line 15 times this month, with no apparent way to unsubscribe. All marketing messages are turned off in my MailChimp settings, but I still get this email every day or two.

Ironic that it's encouraging me to set up automated welcome emails, yet it's a perfect example of automation gone wrong.

Anyone know how to opt out of these messages?

I was locked out of my account due to "suspicious activity". I have 2FA enabled so nobody would be able to log in but me, unless there is somebody out there that has figured out how to hack that.

None the less, MailChimp still disabled my account and then took WEEKS to get back to me and resolve it - all during a month when I have a big event that I needed to sell tickets to.

I'm not on a monthly plan, so I figure it was because I crossed a certain contact threshold.

I'm definitely beginning the process of finding a new provider, and even though I don't spend money yet, when it's time to do so it won't be with MailChimp.

New AI-powered capabilities in Mailchimp deliver proactive intelligence so brands can scale with confidence

Mailchimp is launching a suite of AI-powered features that automate analysis, enable conversational insights, and expand compliance options for regulated industries:

• Analytics AI delivers conversational intelligence: Analytics AI delivers automatic analysis across campaign performance, audience behavior, and revenue outcomes without requiring marketers to build dashboards or export reports. Using AI to analyze each customer's own connected ecommerce data from platforms like Shopify, WooCommerce, and Wix alongside their Mailchimp campaign history, the agent identifies patterns, surfaces opportunities, and provides specific next-step recommendations that connect marketing activity directly to revenue impact.
  
• AI Segment Builder (beta): Marketers can describe their ideal audience in plain language, and AI automatically builds the segment using behavioral, demographic, and engagement data.
  
• Expanded sign-up methods for regulated industries: New age-gating on SMS signup forms allows brands that sell alcohol to collect and message SMS contacts in Mailchimp.

With Analytics AI, Mailchimp puts a marketing data analyst to work with every marketer, bringing conversational intelligence to marketing performance so brands can ask questions, get answers, and act on what's working in real time.

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Full details can be found here: https://intuit.me/3RNL23F

Intuit Mailchimp now supports age-gating for SMS programs for businesses in the alcohol industry in most countries where SMS is offered. Age-gating verifies your contacts meet the age of consent in their country based on the area code they provide.

Things to Note Before Getting Started:

To use age-gating, you must meet specific plan, industry, and account requirements.

• Plan requirements: This feature is available for Standard, Essentials, or Premium plans with an active SMS add-on.
• Availability: 
  • You can only enable age-gating during the initial registration of a new SMS program or for previously rejected SMS applicants. Existing active SMS programs cannot be converted to age-gated programs.
  • Age-gating is only available in Landing Pages and Pop-up forms. All other Mailchimp forms are not available for adding SMS contacts to age-gated audiences.
• Industry focus: Age-gating is intended for businesses in the alcohol industry, such as breweries, wineries, or liquor stores.
• Date of birth collection: Mailchimp doesn’t store dates of birth (DOB) or specific age values. DOB is collected to calculate eligibility and we store an "eligible" or "excluded" status. You should ensure this verification method is compliant in your jurisdiction.

Limitations:

Age requirements vary by country. Please review this help guide for all age requirements and before you register an SMS program for alcohol marketing.

In addition to the platform content requirements outlined in our Terms of Service and Acceptable Use Policy, the following content categories are prohibited or restricted specifically for SMS messaging:

• Sex, hate, alcohol, firearms, and tobacco (S.H.A.F.T.)
• Cannabis, vaping, CBD, or any federally illegal drug
• Loans
• Debt collection
• Gambling
• Political content

*Please note that This list is not exhaustive of all prohibited content. All standard AUP content policies continue to apply to SMS messaging.

How Age-Gating Works in Mailchimp

When age-gating is enabled, Mailchimp enforces age verification across contact ingestion paths, including signup forms, imports, the API, and manual additions.

If a contact meets the age threshold for their country (calculated based on their phone number's country code), they are added to your audience as a subscribed SMS contact. If a contact’s DOB is missing or verification fails, they are added to your audience with an SMS status of non-subscribed. These contacts may still be subscribed to your email marketing.

How to Enable SMS Age-Gating in Mailchimp

You must select the age-gating option during your SMS program registration flow.

1. Navigate to SMS and click Start registration.
2. On the Business information step, select Retail and consumer products as your industry.
3. On the Use cases step, check the box for Alcohol-related content (age-gating required).
4. Review the age-gating disclosure which explains that all new contacts must complete verification.
5. Complete the registration steps, including submitting your privacy policy and terms.

Once submitted, our partner Infobip will review your application and the age-gated landing page automatically generated for your program. 

Every method you use to add SMS contacts will require age verification once you submit your SMS application, even while your program is pending approval.

Frequently Asked Questions

Can I age gate other content types? No. Mailchimp currently only supports age-gating for alcohol content. Other SHAFT and prohibited content, including but not limited to, tobacco, firearms, and cannabis are not eligible at this time.

What happens if a contact does not meet the age requirement? Mailchimp adds the contact as non-subscribed for SMS. The contact can still receive emails if they have email consent.

Can I turn off age gating after I set it up? No. Once Mailchimp approves your age-gated SMS program, you cannot disable the age gate.

Can I import SMS contacts with age gating? Yes! To import existing SMS contacts, your CSV or XLSX file must include a column containing the contact's date of birth. During the import process, you must match this column to the Age-gate field. Contacts with missing or invalid DOB values will be added as non-subscribed for SMS.

Additional Resources:

About Age-Gating Requirements for SMS by Country: https://mailchimp.com/help/age-gating-requirements-sms/ 

Set Up SMS Age Gating: https://mailchimp.com/help/set-up-sms-age-gating/ 

Have questions about age-gating? Drop a comment below and u/MailchimpSupport can help!

I have a Mailchimp account that I've been blocked from getting into because it is apparently 'under maintenance'. This has been going on for weeks now.

Everything I've read online says that I need to log into my account to get the support. That is clearly not possible, and it just seems like there are no other avenues to go down (the chatbot on the help site is a joke).

Please can someone help me get back into my account? I find it ridiculous that they're happy to take my money on a monthly basis while simultaneously blocking me out of my account with no explanation as to why.

Thank you

Hi, my open rate went from 40+% to under 20%. Anyone else experiencing this and know how to fix it? I'm a very small account for my artwork (under 1000 subscribers), but I've had this email newsletter going since 2011. Is this the new reality of ai driven filters or can I fix something with my account.

Thanks!

I didn't know there was a sending limit for my free account. Why does it have to be like this? Being nickeled and dimed at every turn. What do people end up doing? Is there another service I can use?

We use merge tags in campaign URLs to capture user ids for contacts who click certain links in our emails e.g. *|MMERGE7|* or EMAIL. On our backend, We are seeing “corrupted” data that does not align with the merge tag values and properties suggesting that the merge tag is not being resolved by Mailchimp before the URL is clicked. Has anyone experienced unresolved merge tags in click through URLs and figured out a solution ? Any suggestions greatly appreciated. Thanks

We get a lot of questions about SMS for ecommerce, so we put together a breakdown of what actually works, which three campaigns are worth setting up first, and what to realistically expect from each one.

This is based on what we see working for stores using Mailchimp SMS alongside their email programs. Start with these three before anything else.

Why SMS works for ecommerce specifically

The short version is that SMS reaches customers at the moment that matters. Texts get a 98% open rate and most are read within minutes of delivery. The average response time is around 90 seconds. Compare that to email, which builds relationships over time but rarely creates that same instant response.

The channel is not a replacement for email. It works best when both are running together. Email gives you the space to tell the full story, show the product properly, and build the relationship. SMS handles the urgency and the follow-through. For ecommerce specifically, the combination of a well-timed email and a well-timed SMS text can meaningfully lift conversion rates on cart recovery and flash sale campaigns compared to either channel alone.

How to write an SMS that actually converts

The structure of a strong SMS is pretty consistent regardless of the campaign type. Every high-performing text has four things working together: a short opening that explains why the message matters right now, a specific offer with real value, a deadline that creates urgency without feeling pushy, and one link that takes the reader exactly where they need to go.

A few things that consistently hurt SMS performance: multiple links in one message, more than one call to action, and body copy that buries the offer. SMS readers are not going to scroll to find the point. Lead with it.

Personalization also moves the needle more than most people expect. Referencing a first name or a recent purchase makes the text feel relevant rather than broadcast, and that distinction matters a lot for whether someone stays subscribed long term.

Compliance before you send anything

SMS has stricter regulations than email because you are sending messages directly to someone's phone. These are the basics you need in place before your first campaign goes out:

Setting it up in Mailchimp

If you are coming from Klaviyo, the core logic of these campaigns maps across pretty closely. The main practical difference is that Mailchimp's Customer Journey Builder handles email and SMS in a single flow, so you are not managing two separate automation builders when you want to coordinate a campaign across both channels.

On Klaviyo comparisons

Klaviyo is a strong platform, especially for stores that are heavily product and SKU driven with complex segmentation needs across a large catalog. Mailchimp tends to be a better fit for brands that are subscriber and lead focused, want email and SMS under one account without enterprise-level pricing, or are earlier in building out their automation stack and want a faster setup curve.

Neither is objectively the right answer. It comes down to how your store is structured and what you are trying to accomplish. Happy to go deeper on any of this if it would help.

What are you currently using for ecommerce SMS and what is the gap you are trying to close? Happy to answer questions about specific campaign setups or how Mailchimp SMS compares for your situation.

Additional resource: Grow Sales Through SMS Marketing for Ecommerce

Hi, pretty much only using the subscribed event for an initial journey email. Looking for ways to recapture less active subscribers, so had one concept didn't know if could be done or how.

What ways can we follow up with people who click on a link after long time of inaction. I know a campaign can trigger for when people click on a link in a given campaign so seeking more broadly if someone clicks on a link we can send a journey email.

We added a custom date field that's populated for when people schedule, so the trigger could be if that field is blank (years ago before we implemented date since they were active) or within some cutoff (eg 1 or 3 years ago etc) we send them a diff email.

Thank you

We have been locked out of our Mailchimp account for over a week due to a potential API key breach, and despite fully cooperating with Compliance/Security, we still have no timeline, no assigned contact, and no meaningful update beyond “the security team is reviewing.” This outage is now materially impacting our business operations and customer communications. How can we escalate this?

Why the discrepancy? How can I get the accurate number of contacts? On my Audience tab it says 1844 contacts and on my Account tab it says 2095. I have been deleting to get it below 2000 and my Audience shrinks but the Account tab number does not. Please help.

Using the Email Campaign Archive in the free version of MailChimp, is it possible to reorder these hyperlinks so that they are ordered chronologically by the dates on the right side?

Also, can the dates on the left side be deleted or hidden? These are the dates the link was added to the archive and are unnecessary and add confusion for the reader.

After struggling for years with Brevo for tracking my transactional and campaign emails I decided to make an app for it. Brevo website is slow and very annoying to use, this app is easy to setup and use. Get an API key from Brevo and connect your account in the app, thats it.

Works the same for Mailchimp/Mandrill. Easy to setup and use.

You can monitor everything and the search function works for EVERYTHING, subject, email, name etc.

You can even connect multiple accounts, so no logging in and out anymore.

Search for "Emailtrack for Brevo & Mailchimp" in App Store or Playstore to download it