Skip to content
TracsConnect Help

Troubleshoot Mailchimp

The Mailchimp card is not available

Symptom
You do not see Mailchimp on the Connections page, or setup is not enabled.
Cause
Mailchimp is still in beta and may not be enabled for the selected shop.
Fix
  1. Confirm you selected the correct shop.
  2. Refresh the Connections page.
  3. Confirm your rollout contact approved the shop for the Mailchimp beta.
  4. Try again after the rollout flag is enabled.

The audience list is empty

Symptom
Mailchimp is connected, but no audience appears in the Audience list.
Cause
The connected Mailchimp account may not own an audience, or the connection may need to be refreshed.
Fix
  1. Confirm the Mailchimp account has an audience.
  2. Click Refresh in the Mailchimp setup window.
  3. Use Reconnect if the wrong Mailchimp account was approved.
  4. Return to the setup window and open the Audience list again.

Save is disabled

Symptom
You cannot save the Mailchimp settings.
Cause
The setup window needs a connected account and a selected audience before settings can be saved.
Fix
  1. Click Connect or Reconnect.
  2. Approve the Mailchimp account.
  3. Choose an audience.
  4. Review New Contact Status and Tags.
  5. Click Save.

Preview skips more customers than expected

Symptom
The Preview result has a high Skipped count.
Cause
Customers may be missing email addresses, inactive, not marked OK to email in TRACS, already unsubscribed in Mailchimp, cleaned in Mailchimp, or unchanged since the last sync.
Fix
  1. Open the Preview result and note the skipped count.
  2. Review a few expected customers in TRACS.
  3. Confirm those customers have usable email addresses.
  4. Confirm those customers are marked OK to email.
  5. Check whether the contacts already unsubscribed or were cleaned in Mailchimp.

A contact does not come back after resync

Symptom
A customer stays out of Mailchimp marketing email even after another sync.
Cause
TracsConnect does not override Mailchimp unsubscribe or cleaned statuses.
Fix
  1. Confirm the contact status in Mailchimp.
  2. Do not force the contact back through TracsConnect.
  3. Follow your shop policy and Mailchimp guidance for consent before changing marketing status.
When to contact support
Contact support if Mailchimp shows the contact as subscribed but TracsConnect still skips it.

The first live sync takes longer than expected

Symptom
Run Sync starts, but the Mailchimp audience does not update immediately.
Cause
Large syncs can queue work in batches, especially during the first run.
Fix
  1. Wait a few minutes for the batch to process.
  2. Click Refresh in the Mailchimp setup window.
  3. Review the latest sync counts.
  4. Use a smaller Sync Limit for the next test run.