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Welcome to MailChimp's Quick Answers.

This page answers the most common short, close-ended questions our users tend to ask. We've broken them down by category to make finding answers simple and easy.

Don't see your question listed here? Use the search bar above to find exactly what you're looking for.

Accounts


Can I use a free or personal email address for my MailChimp account?

Yes and no. MailChimp allows users to create accounts with a "free-mail" account. However, many free email providers have implemented DMARC authentication policies that affect the delivery of email campaigns that use a free email provider's domain for the "From:" email address.

Currently, only AOL and Yahoo! have this policy, but we expect that other free email providers will adopt the policy, possibly without warning. MailChimp has a way to work around the policy changes to get your campaigns delivered regardless of the "From:" email address, but we still encourage you to register and use a private domain for marketing.

Does MailChimp adhere to EU Safe Harbour Principles?

Yes. MailChimp adheres to Safe Harbor Principles and we annually certify our agreement to EU/US and Swiss Safe Harbor Frameworks.

Additional resources

What if my country isn't listed in MailChimp's database?

Contact our support team if your country isn't listed in our address field menu and we'll add it to our database right away.

If this happens, it means you're the first from your country to sign up for MailChimp. Thanks!

Will people know that I'm using MailChimp?

Depends on if you have a paid or free account.

If you have a paid account, we do not add any logos or footer graphics or links back to our website if you opt out of that option. Our logo will be displayed only if you want it to be.

If you're on the Forever Free Plan or are just starting and haven't paid us yet, we will include our logo on your campaigns and signup forms.

On both free and paid plans, all the information on your emails like from name, reply-to, etc., will appear to come from your company and not from MailChimp.

Do you offer nonprofit discounts?

Yes. MailChimp is happy to offer a 15% discount to nonprofits and charities. To request the discount, sign up for a MailChimp account, and then send us an email that includes a link to your organization's website. That's usually all we need to confirm that your organization is a nonprofit.

If it's not extremely obvious on your website that you're a nonprofit organization, we may require a fax of your nonprofit documentation and MailChimp account name to (678) 999-0142 for approval.

After you're approved, each time you place an order for email credits, the regular pricing will be marked out and you'll see the 15% discount applied on the screen. Nonprofit monthly users will see the discount applied each billing cycle.

We can't provide retroactive discounts or refunds on past orders or purchases, so be sure to ask for the discount soon after you sign up for your account.

Why didn't I get a partner discount?

An account has to be created using the specific link from our partner to receive partner discounts. We can't manually provide a discount offered by a partner.

Can you re-activate my archived account?

No. If the account is closed, it is totally closed and has to be recreated from scratch. We are unable to reactivate an archived account. Because of this, we recommend pausing your account rather than closing it if you anticipate not using it for some time. Pausing the account will protect it from being archived.

There are two ways that an account can be archived in MailChimp:

  • If an account owner clicks Permanently Delete Account under Account settings > Pause or delete account.
  • If an account hasn't been accessed for a period greater than 12 months.

New accounts can be created here. If you have any outstanding Pay As You Go credits, contact our billing team can help you transfer those credits to your new account.

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Campaigns


Does MailChimp generate the plain-text version of my campaign?

MailChimp automatically generates the plain-text version of any Regular Ol' Campaigns, RSS-Driven Campaigns, A/B Split Campaigns, Automation workflows, and the Final Welcome Email. These types of MailChimp emails are sent in Multipart/Alternative MIME format, which includes both the HTML version along with a plain-text alternative. Having both of these versions available will ensure the best possible delivery of your emails, as well as make sure that your subscribers can view your content as expected regardless of the email client or program they're using. When subscribers receive your campaign, their email clients automatically determine which format to display.

The plain-text alternative is auto-converted from the HTML content created on the Design Step of the Campaign Builder, so you don't have to worry about manually creating the plain-text portion. The plain-text version is constantly updated while designing your campaign, ensuring that it matches the HTML content you have created when it is sent to your list. This auto-conversion is especially useful when you replicate a campaign as it ensures that any changes made on the Design step are automatically reflected in the plain-text version that's tied to the campaign.

What we change when we convert your HTML

  • We replace images with the designated alt-text.

  • Hyperlinks are replaced with full URLs.

  • Tables are set to text.

  • Content from columns is moved to below the main body content area.

From the Pre-delivery Checklist on the Confirm step of the Campaign Builder, you can review the plain-text version of your campaign by clicking Edit in the Plain-Text Email section. On the Edit Plain-Text Version popup window, you can make changes to the plain-text version of your campaign or click the Regenerate From HTML button to make an exact plain-text copy of the HTML content. Keep in mind that once you edit the plain-text version of your campaign, it will not automatically update as you make changes to the HTML campaign content on the Design step.

What is alt text?

Alternative text, or alt text, is a hidden text description of an image attached to its embed code in your campaign. If you're uploading a new image, type in a short image description in the Alt text field on the Image Properties screen of the File Manager.

Most email programs turn off images in HTML emails by default. If a recipient does not click "display all images" when they receive your campaign, they'll see the alt text instead of the image itself.

Assistive screen readers use alt text to describe images for disabled users. Many countries and certain industries in the US are required by law to ensure their websites meet accessibility standards.

What is EepURL?

EepURL is MailChimp's in-house URL converter that shortens links to replace longer ones. It's similar to other URL shorteners, but it isn't for use outside of MailChimp. It was created by MailChimp for MailChimp users, and includes some helpful tracking capabilities.

When you auto-post your campaign to Facebook or auto-tweet it to Twitter, we share an EepURL instead of a long campaign archive link. You and your subscribers can share your campaigns and you'll know how many were shared. EepURLs are also built into our Archive Bar for fast and simple sharing on social networks like Facebook, Twitter, and Google+. You can also share the link on your website or blog.

Using EepURL's built-in tracking features, you can see where in the world people are reading your campaigns, and view the top 10 sources generating traffic to your shortened EepURL archive link.

Other MailChimp applications use and depend on EepURL's shortening features, so its domain reputation is kept under close guard

Are shortened links recommended in campaigns?

No. We don't recommend using shortened links in MailChimp campaigns, for security reasons. Every URL shortening service is vulnerable in some way, so it's always best to use the full link when you can.

Most shortened links hide the destination URL, which allows spammers to trick people into clicking harmful links. Since many spam filters watch out for shortened links that direct people to a blocked site, any valid address–if shortened–can trigger filters as well.

If you see a significant number of emails going to spam folders or being blocked altogether, it could be due to shortened links or redirects in your campaigns. Redirects can be helpful for tracking purposes, but the same technology is used hide or change the final destination of a link. Spam filters err on the side of caution, and trap these types of messages.

When MailChimp tracking is enabled on a campaign, this will utilize redirection in order to track the click, but we work very hard to keep these domains whitelisted, secure, and clean. You aren't promised that with other services, and you aren't sure who and how those services are being used.

Want to see what's hiding behind a shortened link? Check out our link scanning tool, Unfurlr, to see just how safe your shortened link is.

I accidentally deleted my campaign, can I get it back?

Usually yes, if it's been fewer than 30 days since you deleted it. 

We store deleted campaigns on our servers for about 30 days, so we can sometimes recover one if it was deleted within that timeframe.

If you need to recover a deleted campaign from the last 30 days, contact our Support Team. If a campaign can be recovered, you'll also see the campaign report, all its data and have the same option to share or export the report as normal. 

As long as an account user doesn't delete a campaign from your MailChimp account, you'll have access to the campaign and its report forever. If you're having trouble finding a campaign in your account, try using our search feature to locate it.

How can I stop out-of-office replies and other automated messages?

There are two ways to prevent these messages from cluttering your inbox: set up a filter in your email account or create a new email account to use for MailChimp.

For example, if you create "Newsletter@YourCompany.com" and insert that in the "From:" email field of the Setup step or list defaults page, any auto-responses from subscribers would go directly to that inbox instead of your personal one. 

If you have a paid account, another option is to use the  Conversations feature to communicate with subscribers from our website instead of through your email inbox. It filters Out of Office messages and other auto-responses, so things don't get cluttered.

Can I add a PayPal button to my campaign?

Adding payment transaction buttons you find on websites, like “buy now” or “add to cart” PayPal buttons, doesn’t work in HTML email. Those buttons use form actions to submit information to you and email service providers generally disable forms for security reasons. As a result, forms almost always get distorted and break.

The best thing to do is to add a button in the Design step of the Campaign Builder that links to a page where your customer can make a purchase. There are some other workarounds for links and suggestions for working with PayPal and HTML email on PayPal's forums.

Can I use JavaScript in my campaign?

Yes, but we don't recommend it unless you're also able to thoroughly troubleshoot and clean the code. Most email clients block or strip out JavaScript, so your campaign might not display as intended and some recipients might mark it as spam.

If you want to use JavaScript, make sure to run a test to be sure your email displays as expected. Before sending the test, check for unnecessary JavaScript on form submit buttons, pop-up window links, image pre-loaders, widgets, and the like.

If you copy HTML from an existing web page to use as a campaign, make sure you clean the code of all JavaScript before you upload or paste it into MailChimp. Our Campaign Builder removes detected JavaScript, but we still recommend testing your campaign thoroughly before sending to make sure it displays correctly.

Can I upload or use my own custom fonts?

No, because your custom font would have to be installed on your subscribers' computers. We can't install a font on a recipient's computer when they open your campaign, so we don't provide an option to upload custom fonts to MailChimp.

If you're familiar with properties like @font-face, @import, and <link> that allow you to import custom fonts into web pages, note that most email clients still can't process those properties. 

MailChimp's Campaign Builder and form editors offer only web-safe fonts that are commonly installed on computers, and have the highest likelihood of displaying as intended.

Do I need to put my email address in place of the *|EMAIL|* tag?

No. The *|EMAIL|* tag in your footer will pull in your recipient's email address when you send your campaign to a list. The *|EMAIL|* merge tag is designed so that your recipients know the campaign you sent was intended for them. Changing this tag to your own email address can look spammy to your recipients and confuse them.

You will not see an email address here when you send a test email, since tests cannot pull in subscriber information until a campaign is sent to a list. You can, however, test merge tags when creating your campaign.

Why can't you add code to my website or fix my broken code?

Our support agents can always help you with MailChimp features and integrations, but we are unable to provide website assistance or custom coding services. Our focus is on the MailChimp application, so we don’t have the access or expertise to troubleshoot issues that originate on your site.

Your web designer or developer would be the best contact for that kind of help.

We can point out some things like broken system tags, image tags, or help you with a line break or two, but if you need code or full design assistance, we do have a list of outside experts you can hire to help. These experts are familiar with the MailChimp system.

Can I get an RSS feed of my archived campaigns?

Yes. Click the RSS button at the top of your campaign archive page to get a feed URL for the campaigns being sent to a particular list. If you have several lists, you'll want to pull the feed URLs for each archive page.

If you add that RSS feed address to your RSS reader, the campaign archive will show in your reader as a new post any time a new campaign is sent.

If you don't see the RSS button, enable the Archive Bar for your list. The Archive Bar will display on all future campaigns sent to that list.

On an A/B split test, which group is the winner when there are no opens or clicks on the campaign?

The default winner for is Group A. In the event that absolutely no one opens or clicks in your A send or your B send, the final send will go to Group A by default. This could happen if you send your initial A and B sends to very few recipients.

If the same number of people click and open your A and B versions, Group A also sends.

How to Set Up an A/B Split Campaign

Is an A/B split campaign ever sent to the loser?

No. However, it can appear that way if the testing time is too brief. The winning campaign will go out at the time you choose on the Setup step, so make sure to allow plenty of time for the split test recipients to view the campaign.

Even after the final split test email has been sent, additional reports may come in regarding your test groups, because subscribers check and re-check email over time.

In the case of a statistical tie, the final send will be sent to Group A.

How to Set Up an A/B Split Campaign

Can I tell which groups subscribers are in for an A/B Split Campaign?

No. A/B Split groups are determined randomly and tracked solely for purposes of determining a winner. To do a more complicated test, try our desktop app, Hairball, which can create percentage-based segments of your list.

Can search engines find my campaign archives?

No. We've turned off Google Archiving for campaign archives for security and privacy purposes.

Will my address appear on the campaign archive page?

No. To protect your privacy, we hide your contact info on campaign archive pages. When someone views your campaign on its archive page, they're viewing a web page rather than an email, so CAN-SPAM information is not required there. 

In your campaign, the *|IFNOT:ARCHIVE_PAGE|* tags in the footer hide all your CAN-SPAM required information, including your Permission Reminder and physical address on an archive page.

If you prefer to display that information on archive pages, just remove the merge tags that hide the information: Delete *|IFNOT:ARCHIVE_PAGE|* and *|END:IF|* merge tags from your content. You can delete these tags just like you would any other text from your campaign, just be sure to delete them both.

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Deliverability


How fast does MailChimp deliver email?

The time it takes to deliver your campaign to your entire list depends on the size of your list, and on the current mail queue at MailChimp.

We are set up to send one million emails in 45 minutes. However, ISPs require messages be throttled to groups of 2,000 or less and sent at rates from 5 to 30 minutes apart. We can send email pretty fast, but not all ISPs, email servers and spam filters can receive email as quickly.

Speed can vary from day to day and hour to hour, depending on our queue and your recipients' system.

Do my campaigns send through your server or mine?

Every campaign you send goes through MailChimp's servers. For more information about our IPs, look at our whitelisting information or contact our Support Team.

All information imported to or sent through MailChimp is stored on our servers with the possible exception of any files you're linking to or images you are hosting on your own servers.

Can MailChimp tell me if my campaign went in the junk folder?

No. While we can't tell you specifically if your campaign went to junk folders, your Reports page contains a lot of helpful information that can help you improve your campaign deliverability.

The best way to avoid ending up in spam filters is to have clean and relevant content. Try testing your campaign with Inbox Inspector, too.

Is MailChimp an SMTP server?

No. MailChimp is not designed to be an SMTP server, but Mandrill is. Mandrill was developed to send automated one-to-one email, like password reminders, receipts, and personalized notifications. 

An SMTP server is an internet standard for relaying email that's often used so you can send directly from your email program through a specific server or set of servers. In contrast, when you use MailChimp to create and send a campaign, the email is transmitted from your account to our sending servers before being sent on to your recipients.

For detailed whitelisting information and a list of the IPs we use for sending, contact our Support Team.

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Integrations


If I "Like" a campaign, will my personal information in the newsletter show up on Facebook?

No. Your personal information that shows up in an email campaign in your own email account, or your recipient's email account, will not be shared with anyone when you Like a campaign on Facebook or share a campaign archive link on Twitter or any other site.

When you Like a campaign on Facebook, we'll post a link to the campaign archive on your Facebook page.

We hide personal information, including your name, email address, and subscription-specific links, on campaign archives.

Does Google Apps work with my Facebook Integration?

Yes. In fact, any integration that asks for a MailChimp API Key will work with Google Apps MailChimp accounts. However, if an integration requires your MailChimp username and password, you will need to manually set a username and password in your account. Once you've assigned a username and password, you can then sign in to any integrations that require that info.

Why is my Twitter follower count off?

We're pulling the counts directly from Twitter as they are updating this. At times, there can be caching issues that will delay an update on your number of followers or the number of people you're following. Usually, it takes just a couple of hours before the numbers sync up.

It just means the counts are a few off between what you see on your profile and what the API reports.

Can I limit the number of tweets that show on my campaigns?

Yes. Just use one of our awesome twitter merge tags!

*|TWITTER:TWEETSXX|* will show you a number of your latest tweets. For example, *|TWITTER:TWEETS3|* will show the latest 3 tweets instead of 5.

Or, if you want to just show your Twitter favorites on your campaigns, check out Ben's tutorial on how to limit your tweets that way.

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Lists


Does MailChimp check for duplicates when I import subscribers?

Yes. When you import a new list to your MailChimp account, we'll scan your file and remove any duplicate email addresses from the import. In addition, when you upload new members to an existing list, we'll scan for duplicates, bounces, and unsubscribes that are already stored in the list you're importing to.

However, we can't detect duplicates, bounces, or unsubscribes across multiple lists, because all lists in MailChimp are independent of each other. If you manage a customer list outside of MailChimp, you'll want to keep importing it into the same list in MailChimp so we can detect any duplicates and keep track of bounces and unsubscribes for you automatically.

How many groups can I have in my list?

Each list can have up to sixty (60) groups.

The group title is like an overall category for your groups, to keep similar options together. You can have multiple sets of groups; group titles don't count toward the 60-group limit. The options under the group titles are the actual groups that are counted. For example, you could have 3 group titles each with 20 different groups in them, 6 group titles each with 10 groups, or any other combination with up to 60 total groups.

Tip: It's best to choose something descriptive like "What are your skills?" for the group titles if you're asking subscribers to choose from the groups. For example, title one set to ask subscribers the topics they're interested in (and then add groups for the topics you'll email about), and a second set to ask how often they want to receive email (with groups for the frequency options you want to offer).

Learn how to add groups to a list

How many segments can I have in a list?

Each list can have up to 30 data fields plus the required Email Address field, for a total of 31 fields.

Data from any of these fields may be used as criteria for segmenting or creating Groups. There is no limit on the number of segments you can create per list but there is a limit of five segmenting criteria per list segment. API users have the option of 10 segment conditions via the API.

Can I upload my whole list at one time?

Yes. If you see any issues with uploading a very large list, consider breaking the list into smaller chunks of 50,000 subscribers for upload. If that still doesn't work, check out any possible issues with uploading your list or talk to your IT group about network timeout issues.

Can I send my campaign to a listserv address?

No. The emails we send are tracked, built for, and sent to unique recipients only.

Sending one email to many is also seen as bandwidth abuse and is a direct violation of our terms of use. Any accounts found sending to a listserv address, a group mailing list, or any one email address that distributes to many email addresses will be shut down for investigation.

Do out-of-office emails get taken off my list?

They should not be, and rarely are. If you get an Out of Office notification from a subscriber, that address won't get noted as a soft bounce in MailChimp unless the subscriber's server reports to us that the address bounced. If you find out that a subscriber was removed from your list based on a vacation response, ask that person to contact their IT administrator to see what settings can be changed to prevent them from being removed from mailing lists.

What size image should I use in my signup form?

Images between 480 pixels wide and 600px wide work best with the visual customization mode of our signup forms.

If I delete a list, what happens to associated campaigns?

If you delete a list, the reports for the associated campaigns remain in your account even after the list is deleted. Statistics, such as opens and clicks, will continue to collect for the campaigns sent to the deleted list.

Do imported subscribers receive a welcome email?

No. We don't send the Final "welcome" email confirmation to your recipients if you're importing an already existing opt-in list.

We only send confirmation emails to new members of your list if they subscribe through the form you built on MailChimp or from a form you have pointing to MailChimp that uses our confirmation process.

We assume that your list has already willingly opted-in as required in our terms of use, so we wouldn't want to force your opt-in recipients to click a link to re-confirm.

Can I send to a few of my subscribers without segmenting?

No. The only option for drilling down your list is through segmenting on data in your list. You would not be able to select just a certain number of subscribers without using segmenting.

Can I send to more than one list at a time?

All lists within your MailChimp account are independent of each other with their own unsubscribe, merge, and other system tags. Because multiple lists would result in multiple system tags, MailChimp is not set up to send to more than one list at a time.

Using Groups to set up segments of your list is a great way to help you target your subscribers and give you control over your sending. Rather than creating a separate independent list for each of your subscribers' interests or frequency requests (for example, one of your subscribers wants to get info about your sales, but not your new products), you can create one list that uses Groups to target these subscribers' interests. If you have a monthly plan, this will save you money by eliminating the need for duplicate subscribers across many lists. This will also cut down on abuse complaints that result from complicated multi-list management practices.

If using Groups isn’t something you want to explore, and you do need to send a campaign to multiple lists, the best way is to replicate the original campaign as many times as you need and send one campaign for each list you need to send to.

Can I limit the number of subscribers in a list?

Yes. If you want to limit the number of subscribers in your list, the best way is to use a Wufoo form as your signup form. Wufoo integrates with MailChimp, so you can use their form and send your signups straight over to us.

You can find the restrictions in Wufoo's form settings.

Can I get a list of people who didn't confirm their signup?

No. We don't have access to a list of people who did not finish the double opt-in process. The people who didn't click on the confirmation email might have been added by someone else, might have changed their mind about signing up, etc.

If you have concerns that people aren't getting the confirmation emails, make sure that there isn't any spammy content in the design or wording of your confirmation emails that could get you blocked. We also recommend including a message on the confirmation page that encourages people to add your email address to their address book for better delivery.

Can I create multiple lists in my MailChimp account?

Yes. You can set up as many lists as you need, with as many members as you need. This is especially good if you're an agency and have multiple clients. You can manage each one of your client's lists independently.

Can I create a MailChimp list from my Facebook followers?

Yes, but only if they opt-in. Sometimes people just want to follow your updates on Facebook, rather than get your information from two different sources. If you're really proud of your email newsletter, you can add a signup form to your Facebook page to encourage your followers to also sign up for your newsletter.

Going to your followers' profiles to find their email addresses and adding those email addresses to your list is not allowed within MailChimp. This is considered "harvesting" or "scraping" emails. See more lists that are okay or not okay to use in MailChimp.

Is there a limit to the number of answers in the drop-down or multiple choice fields?

No. If you see any unexpected behavior when using very large amounts of choices, feel free to contact us with the details.

For the check box fields, those are technically "Groups" and follow rules for Groups in MailChimp.

Does MailChimp manage my bounces and unsubscribes?

Yes. We automatically remove bounce backs and unsubscribes from your list, as long as you are importing to the same list in your account. If you are creating a new list in the account, information from old lists will not carry over to any new lists in the account. This is why we encourage adding to your old list instead of uploading a new list. You can view email addresses that have bounced or unsubscribed in your list.

How do you determine my list rating?

We use a lot of metrics to create a list rating, some of which you can directly influence through your content. Here are the ways you can influence your list rating: The score goes UP when a member opens or clicks on your campaign. So work on getting high clicks for a higher list rating. The score goes DOWN when someone bounces, unsubscribes, or files an abuse complaint. So you'll want to keep your list super clean and healthy. Each list rating is then compared to all of the other lists on the system and given a relative score, which is the star rating on the dashboard.

How long do I have to keep a list in my account?

The general life of a campaign is 30-45 days, so it's best to leave your list in the account for at least that long before deleting.

When a list is deleted in MailChimp all campaigns that were sent to that list will remain in the account. However, all links and system tags (such as the unsubscribe and forward to a friend links) will stop working and no more reports will be collected on that campaign.

Will MailChimp use my customer list in any way?

No. As our Privacy Policy states, MailChimp and The Rocket Science Group, LLC will not sell, or rent, your customer list(s). View the full privacy policy for further details.

Why is my list average zero even though I've sent campaigns?

The list average report is not a real-time value, so you may not see it updating right away. We update those list average stats about once or twice per month, because they are a somewhat intensive thing to calculate. For any list that's only a few weeks old, the list average will be zero until we can roll back around to update it.

What are cleaned addresses?

Cleaned addresses are email addresses that bounced too many times, and have been removed from your subscriber list. MailChimp factors in past subscriber activity when determining how many hard or soft bounces it takes to "clean" the address from your list. Cleaned addresses help keep unengaged subscribers and spam traps off your list. You can view or delete the addresses from your List or Reports page, but no bulk actions are available.

Can I export a list of all the bounce reasons?

Bounce reasons must be viewed individually for each bounce on a campaign. Because each bounce reason is kept as a separate text file in your MailChimp account, bundling these text files together in a single export would strain MailChimp’s system and severely deteriorate the speed of the app. For this reason, it's not possible to export a full list of all the bounce reasons for a campaign. If you just need your bounce statistics, you can view, share, or export that information from your campaign report.

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