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.
In this article:
- MailChimp Login Credentials
- AlterEgo Login Credentials
- Browser and System Settings
- Connection Issues
- Account Status
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.
AlterEgo Login Credentials
AlterEgo is a two-factor authentication system that adds an extra layer of security to protect your MailChimp data. Once enabled for a MailChimp account, an AlterEgo passcode is required each time you log in to MailChimp. An AlterEgo passcode is different from your MailChimp password. AlterEgo passcodes are random and must be generated by the AlterEgo app. If you're having trouble using AlterEgo to log in to MailChimp, take a look at the suggestions below.
- 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.
- The message
AlterEgo Integration Required indicates AlterEgo is required for your MailChimp login, but has not been set up yet.
Account Owners have the option to require AlterEgo for Admin, Manager, Author, and Viewer levels of access for an account. If you're logging into a shared account and are prompted to Connect AlterEgo, the Account Owner has required AlterEgo for your login's level of access. Click the Connect AlterEgo button, then either create a new AlterEgo account or submit login info for an existing AlterEgo account.
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.
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