I Can't Log In | Mailchimp

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class="helpArticle__header fs-unmask"> <ul class="flex flex--middle padding--bottom-4 breadcrumbs"> <li class="flex flex--middle margin--right-1"> <a href="/help/">Help Center</a> </li><li class="flex flex--middle margin--right-1"> <div class="margin--right-1"> <svg xmlns="http://www.w3.org/2000/svg" class="icon icon--next" width="7" height="15" viewbox="0 0 7 15"> <path fill="#007C89" d="M.041 1.837l1.384-1.837 5.575 7.399-5.565 7.601-1.404-1.81 4.221-5.764z"></path> </svg> </div> <a href="/help/accounts/">Accounts</a> </li></ul> <div class="normalize margin--top-2"> <h1> I Can't Log In </h1> </div> <div class="margin--bottom-1 flex flex--middle"> <div class="helpArticle__copyToClipboard flex flex--middle" data-behavior="clipboard"> <a class="helpArticle__copyLink" data-clipboard-text="I Can't Log In: https://eepurl.com/dyilU-" data-behavior="clipboard:copy" title="Copy URL to clipboard." href=""> <svg xmlns="http://www.w3.org/2000/svg" class="icon icon--link" width="13" height="12.5" 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data-entry-id="57kSOWwd8s2aMoKsmecyUM"> <p>A number of things can interfere with your ability to log in to your Mailchimp account. There may be a problem with your login credentials or account status, for example, or you may need to check your browser settings and network connection.</p> <p>In this article, you'll learn about what kinds of issues can prevent you from logging in to Mailchimp, and how to address them.</p> </section> <section class="helpArticle__section normalize fs-unmask" id="Mailchimp_login_credentials" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="3oQGhjRm0USaCq2MQAQme4" data-context-text="Mailchimp login credentials"> <h2> Mailchimp login credentials </h2> <p>For security purposes, Mailchimp allows only 10 attempts to log in to your account before we'll lock your account for 24 hours. If you have trouble logging in to your Mailchimp account with your username or password, here are some things you can try.</p> <ul> <li><strong>Request a username or password reset.</strong><br> If you forgot your username or password, use the <strong>Forgot Username?</strong> or <strong>Forgot Password?</strong> links on the <a href="https://login.mailchimp.com">login page</a>. The <strong>Recover Username</strong> option will send your username to the contact email address on file for your login, while the <strong>Reset Password</strong> option will send an email that will let you to reset your password. If you do not have access to the email address associated with your account, <a href="https://us1.admin.mailchimp.com/help/">contact support</a>.</li> <li><p><strong>Check your formatting.</strong><br> Usernames and passwords are case-sensitive, and spacing matters. Be sure to use the correct capitalization, and that there are no extra spaces before or after the text.</p> </li> <li><p><strong>Log in through G Suite.</strong><br> If you set up your Mailchimp account through G Suite, you'll need to log in via G Suite or set up a username and password before logging in through Mailchimp.</p> </li> </ul> </section> <section class="helpArticle__section normalize fs-unmask" id="Unrecognized_device_login" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="1k648i62gH8kgcoMIBQ89N" data-context-text="Unrecognized device login"> <h2> Unrecognized device login </h2> <p>When you log in to your account from an unrecognized device, you鈥檒l be prompted to complete an extra identity verification step via a security challenge. Depending on your settings, this may involve your security questions, 2-factor authentication, SMS, or an email verification code.</p> <p>This extra security measure will help prevent unauthorized use of your account.</p> </section> <section class="helpArticle__section normalize fs-unmask" id="Authenticator_App_login_credentials" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="wJceAckfnig4SkM2WMCkk" data-context-text="Authenticator App login credentials"> <h2> Authenticator App login credentials </h2> <p><a href="/help/set-up-a-two-factor-authentication-app-at-login/">2-factor Authentication</a> is a system that adds an extra layer of security to protect your Mailchimp data. When you enable an authenticator app in your Mailchimp account, a unique passcode from the app on your mobile device is required each time you log in.</p> <h3 id="heading+i+received+an+invalid+passcode+error">I received an invalid passcode error</h3> <p>Open the authenticator app on your mobile device 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.</p> <ul> <li><strong>Make sure the auto-generated passcode is for your Mailchimp account.</strong><br> Your 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 access.</li> <li><strong>Use a valid authenticator passcode.</strong><br> Authenticator passcodes are valid for 30 seconds after they're generated, as indicated by the timer icon. If a passcode is older than 30 seconds, relaunch the authenticator app on your mobile device, and enter the new passcode in Mailchimp.</li> </ul> <h3 id="heading+i+lost+my+mobile+device">I lost my mobile device</h3> <p>If you lose your mobile device, use the backup code that was provided when you <a href="/help/set-up-a-two-factor-authentication-app-at-login/">set up 2-factor authentication</a> in your account.</p> <p>After you use your backup code, we'll generate a new one for you. Be sure to save the new backup code in a secure place and on a different device than the one you use for the authenticator app. If you lose your backup codes, you can generate a new set of codes on your settings page.</p> </section> <section class="helpArticle__section normalize fs-unmask" id="Account_status" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="4ZxF0mVYN2iGkkcQAwk2m0" data-context-text="Account status"> <h2> Account status </h2> <p>To log in, your account must be active. If you think there may be an issue with your account status, here are some steps you can take.</p> <ul> <li><p><strong>Activate your account.</strong><br> When you signed up for Mailchimp, we sent an email with an activation link that we use to verify your email address. If you haven't clicked that link, your username and password aren't active. Check your email for the account activation email, and click the link to activate your account, and then log in.</p> </li> <li><p><strong>Verify that your account is still open.</strong><br> Inactive accounts that haven鈥檛 had a login in 24 months are automatically closed. To access Mailchimp again, you'll need to start a new account. We can't reactivate a closed account or delete the old account to make an old username available. If you have billing questions, <a href="/contact/">contact us</a>.</p> </li> </ul> </section> <section class="helpArticle__section normalize fs-unmask" id="Browser_and_system_settings" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="13IPYbtBfiwWwe2kEe6IWs" data-context-text="Browser and system settings"> <h2> Browser and system settings </h2> <p>Because Mailchimp is a web-based application, browser and system settings may prevent you from logging in to your account. How to change these settings will vary from browser to browser. Try these help sites for more information: <a href="https://support.google.com/chrome/?hl=en#topic=3227046">Google Chrome</a>, <a href="https://support.mozilla.org/en-US/products/firefox">Mozilla Firefox</a>, <a href="https://support.microsoft.com/en-us/hub/4230784/internet-explorer-help">Microsoft Internet Explorer</a>, <a href="https://help.apple.com/safari/mac/9.0/#/">Safari</a>, <a href="https://support.microsoft.com/hub/4337664/microsoft-edge-help">Microsoft Windows Edge</a>.</p> <p>If you suspect there may be issues with your browser or system settings, here are some possible solutions.</p> <ul> <li><strong>Log in through a different browser or private browsing window.</strong><br> If you're able to log in successfully in a different browser or private browsing window, <a href="/legal/cookies/">clear your cache and cookies</a> in the original browser and try to log in again.</li> <li><strong>Use the most recent version of a compatible browser.</strong> <br> We can't promise full support for beta or developer versions of your preferred browser. To learn more, read our <a href="/help/minimum-system-requirements/">Minimum System Requirements</a>.</li> <li><strong>Make sure JavaScript is enabled.</strong><br> Mailchimp uses JavaScript for many features in the application, so make sure JavaScript is enabled in your browser. Each browser manages JavaScript settings differently. Search your browser's help site to find out how to enable JavaScript.</li> <li><strong>Make sure cookies are enabled.</strong><br> Mailchimp uses <a href="/legal/cookies/">session cookies</a> to help our website remember changes you make as you move from page to page. Each browser manages cookies settings differently. Search your browser's help site to find out how to enable and clear cookies.</li> <li><strong>Remove browser add-ons or plugins.</strong><br> Add-ons and plugins can block cookies from being stored in your browser and may prevent you from successfully logging in. Search your browser's help site to find out how to remove add-ons and plugins.</li> <li><strong>Check your clock and time zone settings.</strong><br> If you get a system clock error message, check and adjust your system clock and time zone on your computer, or set it to automatically synchronize using <a href="https://en.wikipedia.org/wiki/Network_Time_Protocol">NTP</a>.</li> </ul> <h3 id="heading+i%27m+being+logged+out+of+my+account">I'm being logged out of my account</h3> <p>Internet connections are fluid and don't allow for the same stability associated with desktop programs. If you are logged out unexpectedly while working in your Mailchimp account, check out the following tips.</p> <ul> <li><strong>Try logging back in.</strong><br> If we detect a period of inactivity in your session while you are logged in to your account, you may see a timeout alert. Enter your password and click the <strong>Resume Session</strong> button in the pop-up modal. </li> <li><strong>Update your browser version.</strong><br> Make sure you're using the latest version of Internet Explorer, Firefox, or Chrome.</li> <li><strong>Clear your cache and cookies.</strong><br> Try <a href="/help/minimum-system-requirements/" title="clearing your browser's cache and cookies">clearing your browser's cache and cookies</a>. Cookies are used to track if you're logged in to your account and browsers store, or cache, information to help web pages load faster. Over time, this information can build up and result in unexpected browsing behavior until you clear the browser's cache and cookies.</li> <li><strong>Check for extensions, plugins, or add-ons.</strong><br> Are there any extensions, plugins, or add-ons enabled in your browser? We've seen cases where these extras can interfere with your Mailchimp session and cause you to get logged out unexpectedly. If you're getting logged out of your Mailchimp account frequently, you'll want to try using a different browser or remove/disable any extensions, plugins, or add-ons in your current browser.</li> <li><strong>Opt to stay logged in.</strong><br> Select the <strong>Stay Logged In</strong> option on our <a href="https://login.mailchimp.com/" title="login page">login page</a>. For this feature to work, enable cookies in your web browser. </li> </ul> </section> <section class="helpArticle__section normalize fs-unmask" id="Connection_issues" data-behavior="highlight-section" data-module-id="articleText" data-entry-id="2Zmdwjp448GEIw6kSoyk6Q" data-context-text="Connection issues"> <h2> Connection issues </h2> <p>We work hard to make sure you always have a smooth, fast connection to Mailchimp. If you experience connectivity issues, here are some things to try.</p> <ul> <li><strong>Run a network speed test.</strong><br> If you suspect your connection may be the problem, run a <a href="https://www.speedtest.net/">network speed test</a>. If your connection speed number is lower than 1,000 kbps, your experience with the application may be slow or spotty. Ask your IT department or internet service provider if anything can be done to optimize your connection speed.</li> <li><strong>Find a WiFi connection that's less restricted.</strong><br> If you log in to Mailchimp from a free WiFi spot, such as a coffee shop, the connection to our site may 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. If you're working from a location with highly restrictive WiFi, you may need to change locations or use a <a href="https://en.wikipedia.org/wiki/Virtual_private_network">VPN</a>.</li> <li><strong>Lower your maximum transmission unit (MTU) settings.</strong><br> If you're connected via Digital Subscriber Line (DSL), an incorrect <a href="https://en.wikipedia.org/wiki/Maximum_transmission_unit">MTU setting</a> allows many sites to work without any issues, but can cause problems when you connect to more complex sites, like Mailchimp. 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data-context-text=\"Technical Support\">\n <div class=\"section margin--top-3\">\n <p class=\"copy margin--bottom-3\"><strong>Technical Support<\/strong><\/p>\n\n <div class=\"helpArticle__contact-block\">\n <img src=\"\/static\/images\/contact-mailchimp-helpArticle-opt.png\" class=\"helpArticle__contact-image\" alt=\"\">\n <div class=\"helpArticle__contact-copy\">\n <div class=\"copy margin--bottom-3 margin--top-1\">\n <p class=\"copy margin--bottom-1\"><strong>We're Here to Help<\/strong><\/p>\n <p>If you have questions about your account, contact our support team.<\/p>\n <\/div>\n <div>\n <a class=\"ctaSecondary\" href=\"https:\/\/mailchimp.com\/contact\/\">\n Contact Support <\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n","paid":"<div class=\"helpArticle__contact fs-unmask\" data-module-id=\"contactSupport\" data-context-text=\"Technical Support\">\n <div class=\"section margin--top-3\">\n <p class=\"copy margin--bottom-3\"><strong>Technical Support<\/strong><\/p>\n\n <div class=\"helpArticle__contact-block\">\n <img src=\"\/static\/images\/contact-mailchimp-helpArticle-opt.png\" class=\"helpArticle__contact-image\" alt=\"\">\n <div class=\"helpArticle__contact-copy\">\n <div class=\"copy margin--bottom-3 margin--top-1\">\n <p class=\"copy margin--bottom-1\"><strong>We're Here to Help<\/strong><\/p>\n <p>If you have questions about your account, contact our support team.<\/p>\n <\/div>\n <div>\n <a class=\"ctaSecondary\" href=\"https:\/\/mailchimp.com\/contact\/\">\n Contact Support <\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n","pro":"<div class=\"helpArticle__contact fs-unmask\" data-module-id=\"contactSupport\" data-context-text=\"Technical Support\">\n <div class=\"section margin--top-3\">\n <p class=\"copy margin--bottom-3\"><strong>Technical Support<\/strong><\/p>\n\n <div class=\"helpArticle__contact-block\">\n <img src=\"\/static\/images\/contact-mailchimp-helpArticle-opt.png\" class=\"helpArticle__contact-image\" alt=\"\">\n <div class=\"helpArticle__contact-copy\">\n <div class=\"copy margin--bottom-3 margin--top-1\">\n <p class=\"copy margin--bottom-1\"><strong>We're Here to Help<\/strong><\/p>\n <p>If you have questions about your account, contact our support team.<\/p>\n <\/div>\n <div>\n <a class=\"ctaSecondary\" href=\"https:\/\/mailchimp.com\/contact\/\">\n Contact Support <\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n"}</script><div><div class="helpArticle__contact fs-unmask" data-module-id="contactSupport" data-context-text="Technical Support"> <div class="section margin--top-3"> <p class="copy margin--bottom-3"><strong>Technical Support</strong></p> <div class="helpArticle__contact-block"> <img src="/static/images/contact-mailchimp-helpArticle-opt.png" class="helpArticle__contact-image" alt=""> <div class="helpArticle__contact-copy"> <div class="copy margin--bottom-3 margin--top-1"> <p class="copy margin--bottom-1"><strong>We're Here to Help</strong></p> <p>If you have questions about your account, contact our support team.</p> </div> <div> <a class="ctaSecondary" href="https://mailchimp.com/contact/"> Contact Support </a> </div> </div> </div> </div> </div> </div></div> </div> <div class="content--main"> <hr class="margin--top-0 margin--bottom-3"> <form action="/forms/article-survey/" method="POST" data-behavior="feedback-form" data-swiftype-index="false" id="article-survey-form" class="margin--top-3 form fs-unmask" data-behavior-form="validate"> <section class="margin--vertical-3"> <fieldset> <legend class="copy font-weight--medium margin--bottom-3">Was this article helpful?</legend> <div data-behavior="feedback-form:toggle"> <div> <label class="formLabel formLabel--inline formLabel--forRadio" for="helpful_y"> <input class="formRadio av-radio" type="radio" id="helpful_y" name="article_survey[helpful]" value="Y"> Yes </label> </div> <div> <label class="formLabel formLabel--inline formLabel--forRadio" for="helpful_n"> <input class="formRadio av-radio" type="radio" name="article_survey[helpful]" value="N" id="helpful_n" required data-value-missing="Please select one of these options."> No </label> </div> </div> </fieldset> </section> <section class="hidden margin--vertical-3" data-behavior="feedback-form:yes" aria-hidden="true"> <fieldset> <legend class="copy font-weight--medium margin--bottom-3">Awesome! Can you tell us more about your experience today?</legend> <div id="rahyes_followup_options" style="display: table-cell;" class="article_helpful_reason"> <div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_0"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_0" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_1"> It was easy to find what I was looking for. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_1"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_1" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_2"> I could easily scan a help article to find the information I needed. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_2"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_2" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_3"> The help articles are easy to read. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_3"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_3" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_4"> The help articles helped me resolve my issue. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_4"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_4" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_5"> Mailchimp is easy to use. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_5"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_5" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_6"> I just love Mailchimp! </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="helpful_answers_6"> <input class="formCheckbox av-checkbox" type="checkbox" id="helpful_answers_6" name="article_survey[helpful_answers][]" value="article_survey.helpful_choice_7"> Other. </label> </div> </div> </fieldset> </section> <section class="hidden margin--vertical-3" data-behavior="feedback-form:no" aria-hidden="true"> <fieldset> <legend class="copy font-weight--medium margin--bottom-3">Sorry we couldn't be more help. 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What I'm trying to do in Mailchimp doesn't work the way I think it should. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="unhelpful_answer_3"> <input class="formRadio av-radio" type="radio" id="unhelpful_answer_3" name="article_survey[unhelpful_answer]" value="article_survey.unhelpful_choice_4"> It was hard to find what I was looking for. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="unhelpful_answer_4"> <input class="formRadio av-radio" type="radio" id="unhelpful_answer_4" name="article_survey[unhelpful_answer]" value="article_survey.unhelpful_choice_5"> I never found what I was looking for at all. </label> </div><div> <label class="formLabel formLabel--inline formLabel--forCheckbox" for="unhelpful_answer_5"> <input class="formRadio av-radio" type="radio" id="unhelpful_answer_5" name="article_survey[unhelpful_answer]" value="article_survey.unhelpful_choice_6"> I have to contact Support to 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