MailChimp is a web-based application that works right in your favorite browser. There are a number of local internet, network, and web-related factors that can impact your connection to the MailChimp servers. In addition to the local network factors, other settings such as your login credentials and account status come into play. If you're having difficulty accessing or can't log in to your MailChimp account, take a look at the troubleshooting tips below.
MailChimp Login Credentials
If you're having trouble logging in to your MailChimp account with your username or password, try out the suggestions below.
- If you forgot your username or password, use the I forgot links on the login page. The Forgot Username option will send your username to the contact email address on file for your login. The Forgot Password option will send an email that will let you to reset your password.
- Usernames and passwords are case-sensitive, so check to make sure that the correct capitalization was used.
- When entering your username and password on the login screen make sure there are no extra spaces included before or after the text.
- Did you set up your MailChimp account through Google Apps? If so, you'll need to log in via Google Apps or set up a username and password before logging in through the MailChimp login page.
Google Authenticator Login Credentials
Google Authenticator is a two-factor authentication system that adds an extra layer of security to protect your MailChimp data. After it is enabled for a MailChimp account, a Google Authentication passcode is required each time you log in to MailChimp. If you’re having trouble using Google Authenticator to log in to MailChimp, take a look at the suggestions below.
Google Authenticator Passcode Required Alert in MailChimp
If you see the Google Authenticator Required prompt when you log in to your MailChimp account, then two-factor authentication is required for your account, or for your access level if you’re logging in to a shared account.
This requirement may have been set by yourself or the owner of the account.
Invalid Passcode Error
You must launch Google Authenticator to auto-generate a new passcode each time you log in to MailChimp. If your passcode is rejected, there are a couple troubleshooting steps that you can take.
- Make sure the auto-generated passcode is for your MailChimp account.
Your Google Authenticator application could be connected to more than one service or account. Make sure the generated passcode is for the MailChimp account you want to log in to.
- Use a valid Google Authenticator passcode.
Google Authenticator passcodes are valid for 30 seconds after they’re generated. If a Google Authenticator passcode is older than 30 seconds, launch Google Authenticator on your mobile device, and enter the passcode in the passcode field in MailChimp again.
You lost your mobile device.
Google Authenticator generates a passcode on a mobile device that is linked to your MailChimp account. If you lose your mobile device, use the recovery code that was provided when you set up Google Authenticator in your account.
After you use your recovery code, we'll generate a new one. It is important to save this new recovery code somewhere other than on the device you use for the Google Authenticator app.
AlterEgo Login Credentials
AlterEgo is a two-factor authentication system that adds an extra layer of security to protect your MailChimp data. After it is enabled for a MailChimp account, an AlterEgo passcode is required each time you log in to MailChimp. If you’re having trouble using AlterEgo to log in to MailChimp, take a look at the suggestions below.
AlterEgo is being phased out and replaced with Google Authenticator. After you are able to log in to your account, make sure to update your account security settings to use Google Authenticator.
- A prompt for an AlterEgo passcode indicates AlterEgo is already enabled for your MailChimp login.
You must use AlterEgo before you can proceed into the MailChimp account. Open the AlterEgo app on your mobile device and generate a new AlterEgo passcode. Enter the new AlterEgo passcode and click the Log in button. You can also click the Log in with SMS link if you have that set up in your AlterEgo account.
- If your AlterEgo passcode is rejected, either your passcode has expired or a different AlterEgo account is associated with this MailChimp login.
Generate a new passcode from the AlterEgo account associated with your MailChimp login. If your new code is still rejected, the MailChimp login is associated with a different AlterEgo account than the one you're currently generating a code from.
If you're not sure what email address the AlterEgo account is associated with, head to the AlterEgo login page and use the Forgot Password link. Enter any email addresses you may have used to create an AlterEgo account then click the Reset Password button. Check your inboxes for the password reset email. Once the reset email is received, log into that AlterEgo account to generate a new AlterEgo passcode. Use this passcode to log into MailChimp.
Currently, AlterEgo only supports phone numbers from the U.S., Canada, the U.K., and some Caribbean islands. Phone numbers should be entered without any spaces, dashes, or other special characters.
Browser and System Settings
Because MailChimp is a web-based application, there are a few things related to your browser and system settings that could prevent you from logging into your account.
- Log in through a different browser than the one you're currently using. If you're able to log in successfully, clear your cache and cookies in the original browser.
- Make sure you use the most recent stable release version of a compatible browser. We can't promise full support for beta or developer versions.
- Your browser needs to have cookies turned on. MailChimp uses session cookies to help our website remember page and data changes made as you move from page to page.
- Remove browser add-ons or plugins, which can block cookies from being stored in your browser and prevent you from successfully logging in to the application.
- If you see the Whoops, it seems your system clock is set too far in the future error message, check and adjust your system clock and time zone on your computer, or set it to automatically synchronize using NTP.
When you connect to the MailChimp application, you hit a server that's set up in our office, globally distributed Content Delivery Networks (CDN), and Akamai's web accelerator to host our application. This allows you to connect to MailChimp fast, wherever you are in the world.
- If you suspect your connection may be the problem, try a Speed Test. If your connection speed number is lower than 1,000 kbps, it's going to make using our application a slow experience or cause hiccups in the process. It especially affects the login page, because that is a secure environment. You may want to see if your IT department or internet service provider (ISP) can do anything to optimize your web connection to speed things up a bit.
- If log in to MailChimp from free WiFi spot, such as a coffee shop, restaurant, or sandwich shop, the connection could be blocked. These places often have restrictions on the types of websites you can use, or have unwritten time limits that may end your session abruptly. Some even turn off their WiFi coverage during lunch-rush hours.
- Are you connected via DSL? On a DSL connection, an incorrect Maximum Transmission Unit (MTU) setting will still allow many sites to work fine, but can cause problems connecting to more complex sites like the MailChimp application. Try lowering your MTU settings, or contacting your ISP about how to do so.
Certain account statuses can also cause issues when logging in to your account.
- Has your account been activated? When you signed up for MailChimp, an email was sent with an activation link that we use to verify your email address. If that activation link was not clicked, your username and password won't be active.
- Your account may be closed or deactivated.
For security purposes, MailChimp allows only 10 attempts to log in to your account before we'll lock your account for a short time. If you have trouble remembering your password and get locked out, wait 5 minutes and then request a password reset from the login screen to be sure you have the correct information.