MailChimp Integration Troubleshooting

Here we’ll take a look at some issues you might encounter while using our MailChimp integration. Check out this related support article if you need help setting up this feature.

Table of Contents

"Sorry, that password isn't right."

If you see this error while enabling MailChimp integration, it means you entered your password incorrectly.

  1. Reenter your password and click 'Log In'.

    Passwords are case sensitive and typically contain at least 1 lowercase letter, 1 uppercase letter, 1 number, and 1 special character.

  2. If the error continues, click 'recover your password' and follow the instructions to reset your password.

    Afterwards, return to BackOffice and follow the steps to enable MailChimp Integration.

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"We couldn't find an account with that username."

If you see this error while enabling MailChimp integration, it means you entered your username incorrectly.

  1. Reenter your username and click 'Log In'.

    The username is typically your email address.

  2. If the error continues, click 'username' and follow the instructions to recover your username.

    Afterwards, return to BackOffice and follow the steps to enable MailChimp Integration.

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Changes I make in MailChimp don’t show up in ShopKeep.

MailChimp integration is a one-way street: only changes made in ShopKeep sync over. Manually update your ShopKeep customer list to reflect the edit(s) you made.

Customers have stopped syncing to MailChimp.

Customers may stop syncing for a variety of reasons. Follow the steps below to troubleshoot each potential cause and work to resolve this issue.

  1. Check if your MailChimp account has reached its subscriber limit.

    Free MailChimp accounts hold a maximum of 2,000 subscribers. Follow the steps below to see if your account has hit its limit.

    • In MailChimp, click the account name and select ‘Account’.
    • Look for the plan name and subscriber count.
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    • If your account has hit its limit, visit MailChimp support to learn about upgraded plans.
  2. Check that you are viewing the correct list in MailChimp.

    If it appears customers are not syncing, make sure you are viewing the correct list in MailChimp. Follow these steps to see which MailChimp list customers are syncing to.

    • In BackOffice, click ‘Settings’ and select ‘MailChimp’.
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    • Look for the MailChimp list name.
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  3. Check if customers are missing from BackOffice.

    Customers are only sent to MailChimp after they sync from the register to BackOffice. Follow these steps to check for customers that have not yet synced to BackOffice.

    • In BackOffice, load the Bird’s Eye View and look for the ‘Customers Saved’ number.
    • Click here to learn how to access the Bird’s Eye View.

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    • At the register, open the Diagnostics screen and look for the ‘Customers’ count.
    • Click here to learn how to access the Diagnostics screen.

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  4. Check for customers without email addresses.

    Only customers with email addresses can sync to MailChimp. Follow these steps to check for customers that are missing emails.

Disconnect your MailChimp account directly from MailChimp.

  1. In MailChimp, click your account name and select 'Account'.
  2. Click 'Extras' and select 'API keys'.
  3. Under 'Authorized Applications', click the 'X' on ShopKeep.
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    MailChimp Settings in BackOffice displays an error message as your account in now unlinked.

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"We’re having trouble accessing your MailChimp account."

Chances are you are seeing this BackOffice message because you unlinked MailChimp and ShopKeep. You can re-link a MailChimp account or simply disregard the message.


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